At Chinese Hospital, we are dedicated to serving families across generations within our community. As a small, independent, community-based hospital, we strive to deliver high-quality, safe compassionate care that respects diverse cultural backgrounds. To sustain and enhance our services, we seek your help.
After a hospital stay or outpatient procedure, you may receive a Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) or Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers & Systems (OAS CAHPS) Patient Experience Survey from Press Ganey in the mail. Participating in this brief survey is a highly effective way to support our hospital and enhance the quality of care we provide to you.
The Relationship Between Patient Satisfaction Scores, Reimbursement, and Health Outcomes
The HCAHPS or (OAS CAHPS) survey is part of a national effort to assess patient experiences in hospitals. It includes questions about key aspects of care, such as communication with doctors and nurses, staff responsiveness, hospital cleanliness and noise levels, pain management, and availability of information. Your responses is invaluable in helping us recognize our strengths and pinpoint areas that require enhancement.
Beyond internal improvements, survey results are reviewed by the Centers for Medicare & Medicaid Services (CMS) to evaluate hospital performance nationwide. These evaluations directly impact federal reimbursements. Hospitals with higher HCAHPS or OAS CAHPS scores receive greater financial support.
As an independently community-based hospital, Chinese Hospital does not have the same level of resources as large health systems. With more than 75% of our patients relying on Medicare and Medi-Cal, we depend on government support, Medicare reimbursement and community donations to continue providing affordable, culturally appropriate care, especially for seniors, immigrants, and underserved populations in the community.
In addition to influencing funding, the survey plays a vital role in shaping how we deliver care. Patient feedback helps us cultivate an environment where safety, respect, and compassion are at the center of every interaction. By identifying strengths and gaps in the patient experience, the survey supports our ongoing efforts to eliminate all preventable patient harm and create a culture of excellence where the well-being of every patient is our highest priority.
Positive survey results can help Chinese Hospital qualify for higher reimbursements, improve quality ratings, and build stronger community trust. The achievement of these outcomes is crucial for our ongoing efforts to:
- Invest in advanced equipment and technology
- Broaden our range of specialty services and programs
- Foster a safer care environment grounded in best practices
- Recruit and retain experienced health care physicians/surgeons, nurses, and specialists
- Continue offering care regardless of patients’ ethnicity and income
Cultural Values and Survey Ratings
We recognize that some cultural values, especially within the Asian community, often emphasize humility. It is common for individuals to avoid giving the highest possible rating, even when care meets or exceeds expectations. Some believe it is more respectful to leave room for improvement.
However, in national healthcare surveys, only the highest rating is considered a fully positive response. Even small differences in scoring can affect how Chinese Hospital is measured and funded.
Please be assured that your feedback, whether positive, neutral, or negative, is used solely to improve patient care. All responses are confidential and never connected to your name. Completing the survey helps not just you, but your family, friends, and community.
Your voices and experiences matter.
Each survey response helps us:
- Recognize staff members who provide outstanding care
- Improve services for all patients
- Maintain access to vital federal funding and support
If you receive a HCAHPS Patient Experience Survey, please take a few minutes to complete and return it. Your voice helps shape the future of Chinese Hospital and ensures that our community continues to receive the exceptional care it deserves.
Thank you for being a valued part of our mission to deliver patient-centered, culturally respectful healthcare.
