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Leapfrog Group: Patient Experience of Hospitals and Ambulatory Surgery Centers

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The Leapfrog Group released a new report analyzing patient experience of hospitals and ambulatory surgery centers.  The analysis suggests troubling signs of patient safety issues existing in both.

Report highlights:

  • Adult patients receiving inpatient hospital care overwhelmingly reported that they had been provided information on symptoms to monitor when they left the hospital, but on average, only half indicated that they clearly understood their transition to home.  Additionally, adult inpatients were less likely to report the most positive rating regarding their experience with communication about medications.
  • Patients tend to report positive experiences in both hospital outpatient departments (HOPDs) and ambulatory surgery centers (ASCs), with ASCs performing better on all four domains of patient experience.
  • For children receiving hospital care, a lower percentage of parents and guardians, on average, reported positive experiences about their ability to report concerns.

This report analyzes patient experience data collected by hospitals and  ASCs through a standardized survey called the Consumer Assessment of Healthcare Providers and Systems (CAHPS). Information on CAHPS results for adult patients in hospitals is obtained from the Centers for Medicare and Medicaid Services (CMS), which requires general hospitals to publicly report their CAHPs results. Information on the experience of pediatric patients and same-day surgery patients, however, is not required by CMS, so this report uses data voluntarily provided by those facilities on the 2019 and 2020 Leapfrog Hospital Survey, the 2020 Leapfrog Ambulatory Surgery Center (ASC) Survey, and limited data from CMS when available.

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