Structured, Timely, and Individualized Patient Feedback to Residents and its Effect on HCAHPS Scores

Abstract

Physician communication is integral for improving patients’ experience and clinical outcomes. Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores are used by the Centers for Medicare & Medicaid Services to assess the quality of care provided to the patients. We conducted a prospective pre–post-intervention study from March 2018 to March 2020 and included patients and residents of the community-based university-affiliated Internal Medicine Residency Program. Residents’ communication was evaluated through resident surveys and results were shared with them and attending physicians within 48 h. To correlate with the effect over a 4-year period, 839 HCAHPS surveys were obtained for attending physicians as an outcome measure. The mean overall HCAHPS score and doctor's communication scores increased by 8.52 and 6.06 points post-intervention. The doctor's performance score for respect increased by 6.18 points, listening increased by 3.12 points, and explanation increased by 8.23 points. This study demonstrates that timely, structured, and individualized resident feedback in an academic medicine service can result in a sustainable increase in the attendings’ overall HCAHPS and doctor's communication scores.