Nursing ETDs

Publication Date

Summer 5-17-2021


This descriptive study examined perceptions of hospital care in a minority majority state within adult Hispanic white, American Indian, and non-Hispanic white patients using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This secondary analysis of de-identified 2016-2018 data involved 10,181 patients discharged from two urban and five rural hospitals. Demographic variables included: race/ethnicity, preferred language, and hospital location. HCAHPS variables included: overall satisfaction, willingness to recommend, nurse communication, physician communication, responsiveness of hospital staff, pain management, medication communication, cleanliness and quietness, discharge information, and transition of care. Chi-square and loglinear analyses demonstrated that Hispanic whites, and to a lesser extent, American Indians reported more positive experiences than non-Hispanics. Spanish-speaking patients were more satisfied than English- preferring. Patients in rural hospitals were somewhat more positive than patients in urban hospitals. Improving the hospital experience for a diverse patient population will position hospitals for achievement of superior HCAHPS outcomes.

Degree Name


Level of Degree


Department Name

College of Nursing

First Committee Member (Chair)

Beth Tigges, PhD, RN, Professor, College of Nursing, University of New Mexico

Second Committee Member

Mark Parshall, PhD, RN, Professor, College of Nursing, University of New Mexico

Third Committee Member

Gwen Sherwood, PhD, RN, Professor Emeritus, University of North Carolina-Chapel Hill

Fourth Committee Member

Melinda Tinkle, PhD, RN, Associate Professor, South Dakota State University


HCAHPS, Hospital Consumer Assessment of Healthcare Providers & Systems, HCAHPS, Patient experience, Patient satisfaction, Hospital satisfaction



Document Type


Included in

Nursing Commons