On this episode, Chip sits down with Bill McInturff to discuss the results of his demonstration he did with Micah Roberts that focused on recasting and improving the HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems) patient experience survey. The report, concluded that even though the HCAHPS is a well-designed, well-administered survey, it could be strengthened to add items important to patients. The demonstration also added an online delivery mode and found that it increases response rates.