It Started with Mr. Jenkins…
It was a rainy Tuesday when Mr. Harold Jenkins, an 82-year-old retired jazz musician, was admitted to the hospital with shortness of breath and chest pain. He wasn’t thrilled to be there, and his furrowed brow said as much. But something happened over the next few days—something that would prompt Mr. Jenkins to not only complete his HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey but give his care team glowing reviews.
The secret? It wasn’t just excellent medical care (though that mattered, too). It was the experience. From the warm greeting by the receptionist to the nurse who noticed his love for jazz and played Miles Davis on her phone during his IV placement, every moment was filled with kindness, respect, and communication.
So, how can your hospital recreate the “Mr. Jenkins Effect”? Here are five practical and people-centered tips to elevate HCAHPS scores—without needing a jazz soundtrack.
Tip 1: Make Every First Impression Count
The HCAHPS survey begins in the heart—not on the discharge form. From the moment patients walk in, they’re forming opinions. Make sure greeters, registrars, and frontline staff offer a smile, introduce themselves, and explain their role. A simple “Welcome to our hospital, I’m here to help you,” can create instant trust and comfort.
Action idea: Start every shift with a 2-minute team huddle focused on intentional friendliness and body language.
Tip 2: Communicate with Compassion and Clarity
Patients often feel overwhelmed by medical jargon and rushed explanations. When patients say, “nobody explained my medications,” it’s rarely due to lack of effort—it’s often a lack of understanding.
Action idea: Use the “teach-back” method. Ask patients to repeat back what they understood. It promotes safety, connection, and better HCAHPS scores under communication domains.
Tip 3: Treat Pain Like a Priority (Because It Is!)
One of the most challenging areas in the HCAHPS survey is how well pain is managed. Pain is more than a physical symptom; it affects emotions, sleep, and dignity.
Action idea: Ask about pain using specific, consistent language: “On a scale of 0–10, how is your pain right now, and how can we make you more comfortable?” Even if the pain isn’t fully resolved, patients appreciate being heard and included in the plan.
Tip 4: Cleanliness and Quiet: The Unsung Heroes
Never underestimate the impact of clean rooms and quiet hallways. These factors directly influence the HCAHPS domains and indirectly signal that the hospital cares about healing environments.
Action idea: Implement a “quiet champion” on each unit—a rotating role to check noise levels during rest hours. Also, empower environmental staff as part of the care team—they make a massive impact on patient perception.
Tip 5: Close the Loop with a Personal Goodbye
The last interaction is just as important as the first. Discharge is often rushed and confusing, which can undo an otherwise positive experience. A warm, thoughtful goodbye with clear instructions can leave a lasting impression.
Action idea: Have nurses or unit clerks use a short, standardized script like: “It’s been a pleasure caring for you. Is there anything we can do before you go?”—simple, but powerful.
A Final Note from Mr. Jenkins
After his discharge, Mr. Jenkins left this note on his HCAHPS survey:
“I felt like a person, not a number. Everyone treated me like I mattered. Thank you for the music, the kindness, and the care.”
That’s the goal. When care is personal, elevated HCAHPS scores follow.
Investing in continuing education doesn’t just support compliance—it builds confident, knowledgeable staff who are better equipped to communicate clearly, manage pain effectively, and create positive patient experiences. These are the very competencies that influence HCAHPS scores across domains. When your team feels empowered, your patients feel it too.
