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Differences in Patient Experience Between Hispanic and Non-Hispanic White Patients Across U.S. Hospitals

Figueroa, Jose F.; Reimold, Kimberly E.; Zheng, Jie; Orav, Endel John

doi: 10.1097/JHQ.0000000000000113
Original Article

Introduction: Despite the increased emphasis on patient experience, little is known about whether there are meaningful differences in hospital satisfaction between Hispanic and non-Hispanic whites.

Methods: To determine if satisfaction differs, we used Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey data (2009–2010) reported by hospitals to compare responses between Hispanic and non-Hispanic white patients. Clustered logistic regression models identified within-hospital and between-hospital differences in satisfaction.

Results: Of the 3,864,938 respondents, 6.2% were Hispanics, who were more often younger and females and less likely to have graduated from high school. Hispanics were overall more likely to recommend their hospital (74.1% vs. 70.9%, p < .001) and to rate it 9 or 10 (72.5% vs. 65.9%, p < .001) than whites. Increased satisfaction among Hispanics was more pronounced when compared with whites within the same hospitals, with significantly higher ratings on all HCAHPS measures. However, hospitals serving a higher percentage of Hispanics had lower satisfaction scores for both Hispanic and white patients than other hospitals.

Conclusion: There were significant but only modest-sized differences in patient experience between Hispanic and white patients across U.S. hospitals. Hispanics tended to be more satisfied with their care but received care at lower-performing hospitals.

For more information on this article, contact Jose F. Figueroa at

This work was supported by the National Institute on Minority Health and Disparities (Grant No. 1R01MD006230-01A1) at the National Institutes of Health (NIH). The NIH had no role in the design and conduct of the study; collection, management, analysis, and interpretation of the data; or preparation, review, and approval of the article.

The authors declare no conflicts of interest.

The study was approved by the Harvard T.H. Chan School of Public Health Institutional Review Board's Committee on the Use of Human Subjects.

Supplemental digital content is available for this article. Direct URL citations appear in the printed text and in the HTML and PDF versions of the article at

© 2018 National Association for Healthcare Quality
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