This study surveyed 314 hospital health care executives' attitudes and beliefs on the impact that the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey had on service quality levels and hospital reimbursements from Centers for Medicare and Medicaid Services (HCAHPS, 2008). Additionally, this study reviewed the increase in service quality levels as measured by HCAHPS since its inception in 2006. Consumers now have access to data that previously was unavailable to them. If consumers see that a hospital has higher HCAHPS scores than a competing hospital in the area, the hospital with the higher scores should attract more patients. This study provides a research base of information that can be used as comparative data for other surveys conducted by those seeking to validate the effectiveness of the HCAHPS survey. A simple one-page 10-question survey was developed by this researcher. HCAHPS Survey Average Aggregate Scores increased by one full percentage point for each of the targeted areas. This indicates that over the past 4 years, the perception of healthcare in the United States has increased slightly. The survey found that 82.2% agreed that service quality is the primary driver of their organization, 73.2% agreed that HCAHPS is the proper tool to measure service quality, 61.1% agreed that having HCAHPS data publicly shared is positive, and 56.7% agreed that HCAHPS should be used to justify CMIS reimbursement. 6 of the 15 demographic variables were significantly correlated with the aggregated scores. Specifically, higher aggregated scores were related to: (a) higher Hospital's HCAHPS Overall Rating (r = .80); (b) being a CEO (r = .19); not being a COO (r = -.16); and (c) position of the hospital healthcare executive. Additionally, hospitals located in the West region (r = .22) as well as hospitals that identified themselves as being rural (r = .18) also showed significant correlation. Finally, the hospital's number of licensed beds (r = -.25) was also significantly correlated with the 4 research questions.

Library of Congress Subject Headings

Dissertations (EdD) -- Organizational leadership; Consumer Assessment of Healthcare Providers and Systems (U.S.)

Date of Award


School Affiliation

Graduate School of Education and Psychology



Degree Type


Degree Name


Faculty Advisor

Rhodes, Kent;