Written by: Matthew Holt, MPH, CAHPS® Project Manager
Teresa Olson, Director, CAHPS® Production;
Audrey Page, CPXP, Senior Vice President Patient Experience Solutions
HCAHPS 2.0, implemented as of January 2025, brings a range of implications for hospitals. To help you understand the fundamentals of HCAHPS 2.0 and its updates, our CAHPS® team published an infographic and hosted a comprehensive webinar highlighting the key changes. As hospitals adapt to these changes, questions are naturally emerging regarding preliminary results and anticipated next steps, so we’re here to provide the answers you need.
Have the HCAHPS 2.0 updates affected survey performance?
While monitoring early data, PRC has not observed any direct connection between the implementation of HCAHPS 2.0 and generalized declines in survey performance. If your organization experienced a decline in Q1 2025 scores, we recommend comparing them to your Q1 performance from previous years to assess potential seasonal impacts, which are often observed during the winter months.
Is HCAHPS 2.0 causing a decline in N-size?
Similar to survey performance, our preliminary assessment did not show any generalized notable changes in N-size among our clients since implementing HCAHPS 2.0. For PRC clients in particular, we utilize a proven methodology refined over our 40+ years of business to reach patients which continues to yield stable, reliable sample sizes. This gives our clients a more complete picture of the care they provide, avoiding the “data drought” others may experience.
For those who opted into utilizing the new HCAHPS 2.0 Web-First (Mixed-Mode) Methodology, please keep in mind that CMS protocol requires a 10-day email-only period before phone outreach can begin; as a result, if you are using this methodology, you may notice a temporarily smaller N-size during this initial email-only phase, before phone follow-up contributes to increased response volume.
Has HCAHPS 2.0 impacted survey response rates?
PRC continues to hold an industry leading response rate for HCAHPS clients using phone or mixed mode for data collection. Preliminary analysis indicates that response rates among PRC clients since the launch of HCAHPS 2.0 are consistent with those achieved under HCAHPS 1.0 prior to this year’s transition. We take pride in delivering a representative sample of the patient voice, ensuring your data accurately reflects the experience and perceptions of your patient population.
Do HCAHPS 2.0 surveys take longer to complete?
HCAHPS 2.0 now includes a total of 38 total questions—two more than its previous version. Our analytics show these additional questions add approximately one minute to the average survey completion time. While this may seem like a marginal difference, patient perception is impacted by survey design, and depending on how the survey is administered, that small difference may affect patient willingness to complete the survey—especially when using rigid or less personalized outreach methods.
Has CMS released any mode or patient-mix adjustments for HCAHPS 2.0?
On May 15, 2025, CMS released an official document detailing the patient-mix adjustments and national means ahead of their July 2025 public reporting of HCAHPS results; the document can be found here. Mode adjustments were created using the data from a 2021 pilot, and those scores—along with an explanation on how they were derived—can be found here. Given the nature of the data collection, the documents do not yet reflect HCAHPS surveys conducted following the launch of HCAHPS 2.0.
When will new measures from HCAHPS 2.0 begin public reporting?
New measures included within HCAHPS 2.0 will begin public reporting in October 2026, based upon Jan–Dec 2025 data.
When will new measures from HCAHPS 2.0 be incorporated into VBP performance?
CY2028 will be the first VBP performance period for new HCAHPS 2.0 measures.
What key insights has PRC found in preliminary HCAHPS 2.0 data?
In collaboration with PRC, our coaching partner, Healthcare Experience Foundation, recently released a report providing further insights into PRC’s preliminary HCAHPS 2.0 data trends, featured in Beckers Hospital Review. We invite you to join us in our continued HCAHPS conversation during our upcoming webinar, “PX 2025: HCAHPS 2.0 Early Trends and Insights,” which you can register to join here. At PRC, we remain dedicated to supporting our clients by helping them understand their data and survey tools—because this understanding is the cornerstone of meaningful progress in patient experience and healthcare excellence.
Sources and Further Reading:
HCAHPS for Beginners: 5 Frequently Asked Questions
HCAHPS 2.0 – Everything You Need to Know
HCAHPS Online: Updated HCAHPS Survey
Initial Findings from HCAHPS 2.0: A New Era in Patient Experience
