Listening to Our Community: The Importance of HCAHPS Surveys at Shore Medical Center

At Shore Medical Center, every patient's voice matters. As a community hospital, Shore is deeply committed to delivering the highest quality of care close to home, and one of the most important ways we do that is by listening to the feedback of the people we serve. Kathleen Biancorosso, MBA, Administrative Director of Patient Experience at Shore Medical Center, says the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is an essential tool in this mission.

What Are HCAHPS Surveys?
The HCAHPS survey is a nationally standardized tool developed by the Centers for Medicare & Medicaid Services (CMS) to measure patients' perspectives of their hospital care. It is sent to a random sample of adult patients after discharge and covers a wide range of topics-from communication with nurses and doctors, to responsiveness of hospital staff, cleanliness, quietness, pain management, discharge information, and overall satisfaction. The survey not only provides hospitals with valuable insights but also allows patients and families to compare hospitals nationwide based on publicly reported results.

Why Patient Feedback Matters
Biancorosso emphasizes that Shore Medical Center relies on the voices of its patients to guide improvement. "The HCAHPS survey gives us honest, unbiased feedback directly from our community," she explains. "As a community hospital, we depend on this information to understand what we're doing well and where we can improve. Our goal is always to make sure every patient feels respected, cared for, and confident in the care they receive."

Feedback from HCAHPS surveys influences everything from staff training to new patient experience initiatives. If patients consistently highlight areas where they feel improvements are needed-whether it's communication, wait times, or the environment of care-Shore can respond with changes that directly reflect community input.

Strengthening the Community Connection
Being a community hospital means Shore Medical Center doesn't just serve patients-it serves neighbors, families, and friends. Biancorosso notes that this makes the surveys even more meaningful. "We are part of this community. The people who walk through our doors are often people we know personally. That's why the feedback we receive is so valuable-it helps us deliver the best possible care to our own community, right here at home."

A Shared Responsibility
For Shore Medical Center, HCAHPS surveys are more than a government requirement-they are a shared responsibility between the hospital and its patients. "When patients take the time to complete these surveys, they become active partners in shaping their care," Biancorosso says. "Every response helps us create a better experience for the next patient who comes through our doors."

By encouraging participation in the HCAHPS survey, Shore Medical Center continues to build on its tradition of listening, learning, and improving. Because when patients speak, Shore listens-and together, they create a healthier, stronger community.