The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a nationally-standardized survey developed for measuring how patients perceive the care they receive in hospitals. The program is designed to allow consumers to compare hospitals based on measures of how effectively the hospital is satisfying patients’ needs and expectations. Within forty-five days after being discharged from the hospital, the patient will be asked to participate in a twenty-seven question survey sent to them by mail or via a phone interview.  The survey questions are based on how the patient would rate his/her hospital stay within the categories listed below:

  • Communication with doctors
  • Communication with nurses
  • Communication about medications
  • Responsiveness of hospital staff
  • Pain management
  • Quality of discharge instructions
  • Cleanliness of hospital environment
  • Quiet of hospital environment

Felder Services recognizes the importance of these scores to a hospitals reputation and makes a commitment to make our partner’s HCAHPS scores a top priority.

Felder Services is committed to an employee training program for each of our Environmental Services positions including our:

  • Directors
  • Supervisors
  • Patient Advocates
  • Housekeepers
  • Floor Care Technicians
  • Trash Utility Technicians

We train our staff to see the hospital through the eyes of the patient and family members. Our employees are taught to understand the importance of their personal appearance, presentation in the hallways and patient rooms, as well as the interaction with hospital staff, patients, and family members. We are dedicated to our staff’s awareness of the patient’s perception of their healthcare environment and your facility’s overall impression.

Our proven HCAHPS methodology:

  • Evaluating the facility HCAHPS data
  • Directly observing our staff
  • Interviewing patients and family members about the housekeeping services during their hospital stay
  • Compile data
  • Complete analysis for on-going improvements

Through this survey and interview process, we are able to continually improve our performance and the patient’s overall perception of the hospital.