Your Online Reputation Drives Your HCAHPS Scores Research Reveals a Direct Connection

Every wonder if there’s a connection between your HCAHPS scores and the way your brand is represented online through patient reviews and ratings?’s Data Science team analyzed two years of HCAHPS hospital survey data from The Centers for Medicare and Medicaid Services, across more than 4,800 hospitals.

After reviewing the data alongside online reviews, ratings and rankings for those same hospitals, they uncovered some surprising correlations — and the most important one is this: Positive online sentiment predicts an increase in HCAHPS scores by as much as 17%, year-over-year.

Read this guide to understand:

  • The current market context and why consumers are reading online reviews before making decisions.
  • How online sentiment can be a predictor of future HCAHPS scores.
  • Recommendations for improving your organization’s online reputation.

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