Post-discharge calls aid in safe patient transitions, help prevent readmissions, and improve patient satisfaction.1 In addition, academic studies show that there is a positive correlation between post-discharge calls and HCAHPS scores.2 Furthermore, a study from the Beryl Institute shows that advanced analytics can provide robust information allowing hospital systems to take actionable steps for operational improvements, resulting in improved patient outcomes.3 Based on these findings, we know that post-discharge follow-ups are a key part of not just the patient experience model, but the entire continuum of care.
Is your team afraid to log not met domains and coaching notes? Do they often communicate that they don’t want to ‘tattle’? OR, are they completely silent during team meetings? It’s an uncomfortable discussion, but top box HCAHPS are dependent on seeing and understanding the full picture of your patient’s experience.
Professionals in the healthcare field know a better patient experience directly translates to increased patient satisfaction scores and positive impact to hospital reimbursements.
Parents want what's best for their children. They often use reviews and evaluations as a way to determine the value of a product or service. This information is useful to understand and make decisions on what is best for their child. We look at safety ratings to determine the highly rated car seat to keep our babies safe as they travel in our cars. We review school ratings to determine the best place for them to get an education.
This past May marked the 12-year anniversary of the NQF membership’s endorsement of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey as a measure of adult patient satisfaction administered by the Centers for Medicare & Medicaid Services (CMS).
HCAHPS isn’t a term that is new to the healthcare industry. Hospitals have been collecting and reporting HCAHPS data for almost a decade now. They have been able to analyze the data, implement quality improvement initiatives, and see the results with increased HCAHPS scores and Medicare reimbursements.