Patient Satisfaction Surveys

Each year, TRICARE conducts its TRICARE Inpatient Satisfaction Survey (TRISS) to measure beneficiary user satisfaction with inpatient experiences at military and network civilian facilities. Additionally, the Centers for Medicare and Medicaid (CMS) offers its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) as a report card, graded by patients, for hospitals, nursing homes and other facilites (HCAHPS survey scores are tied directly to reimbursement). The TRISS survey includes HCAHPS questions plus Department of Defense (DoD) specific questions.  

The TRISS and HCAHPS assess patient satisfaction in the following categories:

• Overall hospital rating
• Communication with nurses
• Communication with doctors
• Responsiveness of hospital staff
• Discharge information
• Care transition

TRISS

The TRISS survey is sent worldwide to a sample of eligible TRICARE beneficiares who received medical, surgical and obstetrics inpatient services at direct care (military) and civilian network. Find information about the TRISS survey at https://health.mil. 

HCAHPS

The HCAHPS survey is administered to a random sample of adult patients across medical conditions between 48 hours and six weeks after a hospital discharge. The survey is not specific to TRICARE beneficiaries. It may be distributed one of four ways: mail, telephone, mail with telephone follow-up, or active interactive voice recognition (IVR). For 2020, 25% of a facility’s compensation is at risk depending on the scores received. Find information about HCAHPS at https://hcahpsonline.org. 

Improving Scores

How can you improve scores?

Consider the following tips:

• Treat patients with courtesy and respect. 
• Listen.
• Clearly explain care plans, including medication instructions.
• Modify procedures to improve staff response time.
• Keep the facility clean and quiet.
• Discuss post-hospitalization help.

Resources

What, if any, interventions have been implemented to improve your TRISS and HCAHPS score? These websites offer useful information:

• https://health.mil
• https://hcahpsonline.org
• www.cms.gov
• www.medicare.gov/hospitalcompare
• www.who.int/bulletin/volumes/97/8/18-225201/en
• www.IHI.org
• www.ahrq.gov/cahps/surveys-guidance/index.html
• www.ahrq.gov/cahps/surveys-guidance/hospital/index.html 
• www.ahrq.gov/cahps/quality-improvement/index.html
• www.ahrq.gov/cahps/quality-improvement/reports-and-case-studies/index.html
• http://jama.jamanetwork.com/article.aspx?articleid=2503222
• www.forbes.com/sites/micahsolomon/2015/01/11/8-ways-to-improve-patient-satisfaction-and-patient-experience-and-by-the-way-improve-hcahps-scores/#2fa2ee585191
• https://patientengagementhit.com/features/how-hospitals-can-raise-patient-satisfaction-cahps-scores
• www.healthcatalyst.com/insights/how-cleveland-clinic-improve-patient-satisfaction-scores-data-analytics
• www.healthcatalyst.com/insights/patient-satisfaction-and-outcomes-five-recommendations