In 2025, significant updates to the HCAHPS Survey have been rolled out that will impact reporting and benchmarking, including adding new dimensions such as care coordination, the restfulness of the hospital environment, and information about symptoms. These updates aim to provide a more comprehensive view of patient care and satisfaction. 

During a quarterly CAHPS Insider Live webcast, NRC Health experts discussed these new and modified dimensions of the HCAHPS 2025 survey, emphasizing care coordination, the restfulness of the hospital environment, and information about symptoms.

From guidance on interpreting new data to setting goals and maintaining consistency in patient-care strategies, attendees walked away with all the information they needed for upcoming changes, including the significant increase in OAS CAHPS participation and upcoming CAHPS Hospice survey updates.  

Key highlights included: 

• Patient Experience Focus: Focus on patient awareness and consistency in care coordination to improve patient experience and avoid information inconsistency. 
• Data Goal-Setting: It is recommended to wait for at least a quarter’s worth of data before setting goals on new metrics to ensure accuracy and account for seasonality and response rate volatility. 
• Increased CAHPS Participation: NRC Health has seen a significant increase in OAS CAHPS participation and is preparing for upcoming changes in CAHPS Hospice and other surveys, with ongoing training and updates provided through their CAHPS Insider newsletter. 

Catch the full webcast on demand.

When new data starts coming in, it is important to wait for a more extensive data set before making significant changes or decisions. For example, incorporating web-based surveys in 2025 may initially seem promising for higher response rates from younger demographics. However, the success of this approach depends on accurate email capture rates and patient familiarity with email surveys. Educating patients about new survey methods is crucial to avoid surveys being misidentified as junk mail, and to ensure higher response rates. 

The goal of web-based surveys is to capture more representative feedback from underrepresented populations, such as younger age groups. Historically, survey responses have been dominated by older demographics, but by targeting younger age groups, hospitals aim to gain insights from a broader spectrum of patients, including millennials and Gen Z. Monitoring the data closely is essential to determine if this shift in survey modality results in more diverse feedback. Each hospital’s population is unique, necessitating a tailored approach to data analysis and decision-making.

Setting realistic and achievable goals based on comprehensive data is crucial. Shorter time frames can lead to volatile data, complicating goal setting. By capturing data over a quarter or more, hospitals can account for seasonality and other variables, resulting in more stable and reliable metrics. This approach allows for better goal setting and a higher likelihood of meeting those goals. Ultimately, the aim is to use these insights to enhance patient care and experience, making data-driven decisions that lead to continuous improvement in hospital environments. 

The updates in healthcare experience management for 2025 emphasize an improved understanding of factors affecting patient satisfaction and outcomes. By prioritizing care coordination, a restful hospital environment, and clear symptom information, healthcare providers can enhance the overall care experience. Implementing these best practices will boost patient perceptions and improve care quality and efficiency. Additionally, the integration of new metrics and survey methods necessitates a strategic approach. Recognizing the historical importance of metrics, waiting for comprehensive data, addressing underrepresented populations, and setting realistic goals are crucial steps. Consistency and a long-term perspective are essential for achieving meaningful and sustainable improvements in patient care and satisfaction.

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