Patient experience is a key hospital quality measure. We review and characterize the literature on interventions, care and management processes, and structural characteristics associated with better inpatient experiences as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Prior reviews identified several promising interventions. We update these previous efforts by including more recent peer-reviewed literature and expanding the review’s scope to include observational studies of HCAHPS measures with process measures and structural characteristics. We used PubMed to identify U.S. English-language peer-reviewed articles published in 2017 to 2020 and focused on hospital patient experience. The two HCAHPS domains for which we found the fewest potential quality improvement interventions were Communication with Doctors and Quietness. We identified several modifiable processes that could be rigorously evaluated in the future, including electronic health record patient engagement functionality, care management processes, and nurse-to-patient ratios. We describe implications for future policy, practice, and research.

中文翻译：

---

与患者体验相关的干预措施和医院特征：证据更新

患者体验是衡量医院质量的一个关键指标。我们回顾并描述了有关干预措施、护理和管理流程以及与更好的住院体验相关的结构特征的文献，这些特征是通过医院消费者对医疗保健提供者和系统的评估 (HCAHPS) 调查来衡量的。之前的审查确定了一些有希望的干预措施。我们更新了之前的工作，纳入了最新的同行评审文献，并将评审范围扩大到包括对具有过程测量和结构特征的 HCAHPS 测量的观察性研究。我们使用 PubMed 来识别 2017 年至 2020 年发表的美国英语同行评审文章，重点关注医院患者体验。我们发现潜在质量改进干预措施最少的两个 HCAHPS 领域是与医生的沟通和安静。我们确定了几个可以在未来进行严格评估的可修改流程，包括电子健康记录患者参与功能、护理管理流程和护士与患者的比例。我们描述了对未来政策、实践和研究的影响。