Exploring Patient Satisfaction: Descriptive and Predictive Insights from HCAHPS Surveys in U.S. Hospitals

Naveen Gudigantala, Silicon Valley Distinguished Professor, Operations & Technology Management, School of Business, University of Portland, Portland, OR, 97203Follow
Tanush Sistla, Undergraduate Student in Pre-Med, Oregon State University, Corvallis, OR, 97331Follow
Ramu Gudigantala, Medical Epidemiologist, Maricopa County, AZFollow
Naga Vemprala, Assistant Professor, Operations & Technology Management, School of Business, University of Portland, Portland, OR, 97203Follow

ORCID

Naveen Gudigantala: https://orcid.org/0000-0002-5231-8980

Abstract

This study analyzes patient experience data from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys across three time periods: 2020–21, 2021–22, and 2022–23. Utilizing both descriptive and predictive analytics, we examined ten key variables related to patient communication, hospital environment, discharge information, and overall hospital ratings. Descriptive analytics using longitudinal data analysis revealed that while patient experience metrics were strong in 2020–21, a significant downturn was observed in 2021–22, followed by a marked recovery in 2022–23. These results suggest that while COVID-19 pandemic negatively impacted patient satisfaction metrics in 2021–22, the emerging evidence suggests U.S. healthcare system has shown signs of recovery since 2022–23. In terms of predictive analytics, multiple regression analysis found that patient communication, the quality of the hospital environment, and discharge and transition care are significant predictors of overall hospital ratings. Two models were evaluated: one focusing on predictors related to discharge & transition care and hospital environment, and the other emphasizing on predictors related to discharge & transition care and patient communication. Results indicated that all the predictor variables significantly contribute to Hospital rating, particularly the predictor concerning discharge & transition care. These findings highlight the critical role of improvements in discharge & transition care, effective communication, and a responsive hospital environment in shaping patient experiences. The results offer actionable insights for healthcare stakeholders aiming to improve care quality, particularly in the context of post-pandemic recovery.

Recommended Citation

Gudigantala N, Sistla T, Gudigantala R, Vemprala N. Exploring Patient Satisfaction: Descriptive and Predictive Insights from HCAHPS Surveys in U.S. Hospitals. Patient Experience Journal. 2026; 13(1):286-296. doi: 10.35680/2372-0247.2087.