The Patient Protection and Affordable Care Act (PPACA) of 2010 initiated the Hospital Value-Based Purchasing Program, which aims to reward quality rather than quantity of health care provided. Patient experience in hospitals is one such measure of quality. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a survey designed to provide a nationally standardized indicator of patients’ hospital experiences. Since its inception in 2008, the use of HCAHPS as an indicator of hospital performance has moved from optional to mandatory participation. As of fiscal year 2013, the Centers for Medicare & Medicaid Services (CMS) is linking 1-2 percent of CMS funds for each hospital over the next five years to how well hospitals perform on the HCAHPS; this equals almost $1 billion in total payments. In 2013, 1 percent of each hospital’s Medicare payments were initially reduced and then, based on the quality of care provided by...

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