The overall HCAHPS summary score is on a 5-star rating scale, with 1-star being the lowest and 5-star the highest. Summary star ratings average the hospital's ratings over the 19 main survey questions. Hospitals with 4- and 5-star ratings have the best scores from a patient perspective.

A patient satisfaction improvement plan is a detailed plan put in place in order to increase patient satisfaction. It helps the clinic identify areas of client care that needs improvement, who is responsible, how progress will be measured, the deadline for the improvements, and the desired outcome.

Physicians and nurses should also make eye contact with patients as much as possible to show they are engaged and focused on the patient's care. Avoid talking to patients while distracted by charts or while looking at x-rays. Offering eye contact while sharing bad news can also convey compassion and care.

But patient satisfaction may be affected by a range of factors, including: Expectations of care. Communication with physician and staff. Responsiveness of physician and staff.