Model System:


Reference Type:

Journal article

Accession No.:



Journal of Burn Care And Research (formerly Journal of Burn Care & Rehabilitation)

Year, Volume, Issue, Page(s):

, 40, 2, 202-210

Publication Website:


Study analyzed qualitative data collected using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey at one burn center over two years to identify areas for care improvement. Comments returned with survey may provide important patient perspectives. A total of 610 inpatient HCAHPS surveys (21 percent response rate) were returned. Researchers analyzed “top-box” result in each defined HCAHPS category, which is the most frequently reported best result in each composite, including survey scores ≥9 (out of 10). Qualitative content analysis of open-text responses was performed and a hierarchy of major expressed themes was developed and organized using HCAHPS-validated satisfaction domains. Seventy-five percent of respondents ranked their burn center as ≥9 (out of 10) in care scores. Content analysis identified three main components of the inpatient experience: (1) provider/nurse communication, (2) hospital environment, and (3) the discharge experience. Caring, respect, handoff coordination, explanations, listening, and confidence in provider constituted the six key communication themes. Patients generally reported that burn providers listened to their concerns, but others requested clearer explanations of their condition and care. Responses about hospital environment highlighted excessive noise and disrupted sleep, and variable responses related to cleanliness. Challenges in the discharge experience included difficulties procuring wound care supplies and discharge medications. Qualitative data from HCAHPS helped identify major target areas for burn center performance improvement. Analysis of HCAHPS direct patient feedback is useful in process improvement, whereas numerical data alone do not provide sufficient actionable information.


Dai, Andrea|Moore, Megan|Polykovsky, Anna|Gooding, Tracy|Lerew, Tara|Carrougher, Gretchen J.|Gibran, Nicole S.|Pham, Tam N.|

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