At Penobscot Valley Hospital, we believe that the best way to improve healthcare is to listen to the people who matter most—our patients. One important way we do this is through the HCAHPS Patient Satisfaction survey.
What is HCAHPS?
HCAHPS (pronounced “H-caps”) stands for Hospital Consumer Assessment of Healthcare Providers and Systems. It’s a national, standardized survey that asks patients about their recent hospital stay. From communication with nurses and doctors to cleanliness, quietness, and discharge, it surveys the patient’s total experience.
Patients receive the survey shortly after they leave the hospital, either through the mail or by email. All responses are 100% anonymous; we never know who submitted the feedback. This allows everyone to speak freely, honestly, and without concern.
Why Do HCAHPS Surveys Matter to PVH?
At Penobscot Valley Hospital, we take every response seriously because these surveys reflect the voices of our patients, the people we’re here to serve. HCAHPS Survey results are used to:
- Improve the Patient Experience—Your feedback helps us learn what our patients think, what we’re doing well and what we could work towards improving. It gives us a roadmap to provide better care, better communication, and better overall experience.
- Increase Public Transparency—Our HCAHPS survey scores (still anonymous) are shared publicly on Medicare’s Care Compare website. This allows patients and families to make informed decisions about where to receive care and helps build trust between PVH and our community. The more survey responses we receive, the more robust and valuable this information is to the community.
- Support Rural Healthcare—High survey scores can improve how hospitals like PVH are reimbursed through Medicare programs. That means your positive experience can help bring more financial resources and support to serve you at your rural hospital.
- Guide Our Mission and Vision—These surveys help us measure how well we’re fulfilling our mission, “To be our community’s trusted healthcare partner, committed to the health and well-being of those we serve with compassion, quality, and excellence.” They also support our vision, “To deliver exceptional healthcare and to be the community’s preferred choice for quality care.”
Your Voice Matters—Please Share It!
When you receive an HCAHPS survey after a visit to PVH, please fill it out! Your honest, anonymous, feedback helps us grow, improve, and continue to serve our community with the highest level of care.
We’re listening. We’re learning. And with your help, we’re always working to be better.