title: Measuring patient-perceived hospital service quality: validity and managerial usefulness of HCAHPS scales.
abstract: This study extends previous efforts to validate the Consumer Assessment of Healthcare Providers & Systems Hospital Survey (HCAHPS) instrument. Data from two non-profit hospitals are used to explore psychometric properties of the HCAHPS measures. The findings raise concerns that HCAHPS measures may not meet the standards for reliability and validity. The results are mixed in terms of the impact of HCAHPS dimensions on overall quality ratings of hospitals. Implications of the results are discussed and future research avenues are offered regarding the use and further refinement of the HCAHPS measures.
authors.affiliation: a McAfee School of Business Administration , Union University-Germantown , Germantown , Tennessee.
authors.forename: Kevin W
authors.initials: KW
authors.lastname: Westbrook
authors.forename: Emin
authors.initials: E
authors.lastname: Babakus
authors.forename: Cori Cohen
authors.initials: CC
authors.lastname: Grant
mesh_terms: D003695:Delivery of Health Care / Q000191:economics; D019538:Health Care Surveys; D006761:Hospitals / Q000592:standards*; D006801:Humans; D054539:Medication Therapy Management / Q000592:standards; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011594:Psychometrics; D011785:Quality Assurance, Health Care / Q000592:standards*; D015203:Reproducibility of Results
keywords: hospitals; measurement; service delivery; survey validation