How can hospitals improve patient experience?

Using HCAHPS survey data for quality improvement


Most hospital systems are focused on getting the information they need to improve the overall patient experience on an ongoing basis. To inspire, support, and guide health systems in embracing their skills to transform the design, quality, and performance of care delivery by connecting them with peers, evidence-based practices, and data, an innovative approach was needed.

The Premier healthcare alliance, using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey data and the Centers for Medicare & Medicaid Services (CMS) Premier Hospital Quality Incentive Demonstration (HQID), developed the QUEST® program. Westat supports the program.

With hospitals across 37 states, the QUEST Quality Improvement Collaborative is one of the most comprehensive improvement programs in the nation. The program is fully aligned with the Agency for Healthcare Research and Quality’s (AHRQ’s) National Quality Strategy to provide better, more affordable care for individuals and the community.

QUEST participants share acute, ambulatory, and community health data to set national standards for care delivery improvement. The program aims to drive improvement across 6 priority areas: safety, communication and care coordination, affordable care, person and family experience, health and well-being, and prevention and treatment.


Westat supports the Premier QUEST program through our proprietary survey data collection and data validation systems, and also conducting data cleaning, case-mix adjustment, data analysis, and technical support, as well as reporting on results.


QUEST’s approximately 350 hospitals saved approximately 176,000 lives and $15 billion, improved readmission rates by 32% since 2010, and proved they outperform non-QUEST hospitals in mortality.

QUEST was nationally recognized by the Joint Commission and the National Quality Forum for improving patient safety and health care quality.


Deep Dive with Our Experts

view all insights
  • Perspective

    APHA 2023 Recap of Westat’s Activities

    November 2023

    Westat staff made a strong impact on the 2023 American Public Health Association (APHA) Annual Meeting & Expo, held in Atlanta, Georgia, November 12-15, 2023!…

  • Perspective

    Westat @ APHA 2023

    November 2023

    We’re eager to join our public health colleagues at the American Public Health Association (APHA)’s 2023 Annual Meeting & Expo, in Atlanta, Georgia, November 12-15,…

  • Perspective

    Playing a New Role, States Set Visions for Summer Learning

    November 2023

    To counter pandemic-related learning loss, the U.S. Department of Education (ED) in March 2021 called on state education agencies (SEAs) and school districts to deliver…

Back to Top

How can we help?

We welcome messages from job seekers, collaborators, and potential clients and partners.

Get in Contact

Want to work with us?

You’ll be in great company.

Explore Careers