This portfolio highlights my healthcare data analytics work on a project assessing patient satisfaction using Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey results over the last 9 years (2013-2022). The nationally standardized HCAHPS survey measures patients’ experiences with hospital care across critical domains using a three-level Satisfaction Scale from worse to best : Bottom-box, Middle-box and Top-box.
My analysis aimed to unlock national and state-specific trends in HCAHPS performance on measures like communication with doctors, willingness to recommend, communication with nurses, discharge processes, overall satisfaction, to name fews. I leveraged this robust data source to provide insights into successes and highlight areas needing improvement.
Key findings revealed that the overall HCAHPS scores didn't improve over the 9 years showing a decrease of -0.35 % over the period in the top-box and an progress of 1.80 % in the bottom-box for the same period. The response rate also declined by -1.77% over the same period.
From 2015 to 2021 Hospitals made progress with an increase of 0.12% in Top-box mainly support by Care Transition measure (0.36%) in Top-box and a decrease of 0.47% in Bottom-box. However from 2021 to 2023 the results worseen with a decrease of 0.98% in Top-box taken the oversall progress down. Alaska and Montana are the top performing states.
To further improve experiences based on this analysis, I recommended targeted staff training on medication education and discharge processes in order to improve the staff responsiveness and communications.