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Watch the latest CMS update, register for the leadership series, earn your certification, and access implementation tools. All in one place.
The CMS HCAHPS survey changed. If your leaders haven’t caught up yet, this is the fastest way to get there.
This free 1-hour webinar covers:
CMS expanded the HCAHPS survey with new domains that reflect a broader view of the patient experience. The series now includes dedicated sessions.
How patients perceive the physical and emotional environment of their care. Leaders learn which behaviors and environmental factors most influence this domain.
Patients notice gaps in communication between care teams. This session focuses on handoff behaviors, care coordination, and leadership accountability in practice.
Noise, disruptions, and communication at night directly affect this domain. Leaders learn how to build unit-level accountability for the patient's overnight experience.
Scores don’t improve because leaders understand the survey. They improve because leaders change what happens at the bedside.
What’s included:
The Mastering HCAHPS™ Leadership Series connects the dots between survey domains and the daily leadership behaviors that drive them. Each session is focused, practical, and designed to be put to work immediately.
Mastering HCAHPS Leadership Series™
The Mastering HCAHPS™ Leadership Series is built for the leaders responsible for patient experience performance, including:
If your role connects to patient experience scores in any way, this series was built for you.
Mastering HCAHPS Leadership Series™
The CHPP is the only certification built specifically around the CMS HCAHPS framework and the leadership behaviors that move scores. Leaders who complete the series and pass the certitication exam earn:
Mastering HCAHPS Leadership Series™
The HCAHPS cTools are ready-to-use resources designed to help leaders take what they learn in the series and put it into practice with their teams. No adapting, no starting from scratch.
The toolkit includes:
For organizations ready to go beyond education and build a structured improvement system, the LEAD Protocol provides an end-to-end framework for sustained HCAHPS performance
Each element works together, giving domain owners the coaching, tools, and accountability structures to drive results that hold.
Understanding the survey is only the first step. Sustainable improvement happens when leaders have the knowledge, tools, and accountability to turn insight into action.
To improve your scores, start with the Series. Then add the tools, earn the credential, and build the system.
