Compassion Practices and HCAHPS: Does Rewarding and Supporting Workplace Compassion Influence Patient Perceptions?
Article first published online: 19 MAY 2014
© Health Research and Educational Trust
Health Services Research
Volume 49, Issue 5, pages 1670–1683, October 2014
How to Cite
McClelland, L. E. and Vogus, T. J. (2014), Compassion Practices and HCAHPS: Does Rewarding and Supporting Workplace Compassion Influence Patient Perceptions?. Health Services Research, 49: 1670–1683. doi: 10.1111/1475-6773.12186
- Issue published online: 24 SEP 2014
- Article first published online: 19 MAY 2014
- Compassion practices;
- management practices;
- patient perceptions of care;
- quality of care
To examine the benefits of compassion practices on two indicators of patient perceptions of care quality—the Hospital Consumer Assessment of Healthcare Providers and systems (HCAHPS) overall hospital rating and likelihood of recommending.
Two hundred sixty-nine nonfederal acute care U.S. hospitals.
Surveys collected from top-level hospital executives. Publicly reported HCAHPS data from October 2012 release.
Compassion practices, a measure of the extent to which a hospital rewards compassionate acts and compassionately supports its employees (e.g., compassionate employee awards, pastoral care for employees), is significantly and positively associated with hospital ratings and likelihood of recommending.
Our findings illustrate the benefits for patients of specific and actionable organizational practices that provide and reinforce compassion.