Patients' perceptions of care are associated with quality of hospital care: a survey of 4605 hospitals

Am J Med Qual. 2015 Jul-Aug;30(4):382-8. doi: 10.1177/1062860614530773. Epub 2014 Apr 16.


Favorable patient experience and low complication rates have been proposed as essential components of patient-centered medical care. Patients' perception of care is a key performance metric and is used to determine payments to hospitals. It is unclear if there is a correlation between technical quality of care and patient satisfaction. The study authors correlated patient perceptions of care measured by the Hospital Consumer Assessment of Healthcare Providers and Systems scores with accepted quality of care indicators. The Hospital Compare database (4605 hospitals) was used to examine complication rates and patient-reported experience for hospitals across the nation in 2011. The majority of the correlations demonstrated an inverse relationship between patient experience and complication rates. This negative correlation suggests that reducing these complications can lead to a better hospital experience. Overall, these results suggest that patient experience is generally correlated with the quality of care provided.

Keywords: HCAHPS; patient satisfaction; quality; value-based purchasing.

MeSH terms

  • Databases, Factual
  • Health Knowledge, Attitudes, Practice*
  • Hospitalization*
  • Humans
  • Patient Satisfaction*
  • Quality of Health Care*
  • Surveys and Questionnaires
  • Value-Based Purchasing