Improvising HCAHPS score tops the priority list of healthcare leaders across the country. It is a key performance measure of the Medicare Advantage Star program and is gaining ground as a metric
to track patient satisfaction. The yearly Hospital Consumer Assessment of Healthcare Providers and Systems looks at healthcare through the lens
of the patient.
It covers important areas such as access to care, communication with providers, and their overall healthcare experience. The score of a hospital on the Hospital Consumer Assessment of Healthcare Providers and Systems survey is important for facilities to improve the patient experience and avoid losing federal reimbursement.
Incorporating business flywheels in healthcare patient engagement strategies helps in reducing churn rates and providing quality care to patients. Unlike customer satisfaction surveys a HCAHPS survey doesn’t focus on patient satisfaction but on the complete patient experience spectrum.
Responsiveness of hospital staff
Communication with providers and nurses
Transition to post-hospital care
Discharge information
Cleanliness of the hospital
The list is seemingly endless! Revenue margins, patient churn rate, financial outcomes achieved, number of new patients, YoY growth etc. The most successful hospitals are spending a large portion of their budget and manpower to lower patient attrition and improve the one metric that truly matters- an exceptional patient experience.
Growth in today’s context can be tied back to creating great patient experiences at scale consistently.
Effective communication forms the cornerstone of a great patient experience. Several questions on the HCAPCH survey focus on how clear and consistent communication was during the course of their stay at a hospital.
Some best practices to improve patient communication include:
Reviewing charts completely before meeting the patient
Listen attentively and make the patient feel heard
Explain treatment plans and estimated cost of care
Provide patients with a platform that will enable them to communicate with providers post-discharge
Track, monitor and communicate patient outcomes regularly
To improve HCAHPS scores, hospitals must collect, analyze, and act on data regarding the patient experience. A good starting point is to review HCAHPS surveys to bring to the surface recurrent patterns and problem areas.
Additionally, by actively seeking feedback from patients through various means, such as follow-up calls, hospitals can gain a better understanding of what is most important to patients and prioritize their improvement efforts accordingly.
The patient journey goes beyond the patient stay. Effective patient communication is essential post-discharge. Developing a culture of consistent communication with patients throughout the care continuum lights the way for a patient experience that stands out.
Taking a patient-centric approach is an ongoing journey and requires resolute commitment to put the patient front and center at all times.
Tightening margins and prevailing financial uncertainty can place downward pressure on hospitals to stay financially resilient yet continually invest in patient experience initiatives. Our revenue cycle specialists enable hospitals to contain costs and improve net collections. Focus on providing exceptional patient care, we will ensure you get reimbursed for it.
Focus on patient care and achieve exceptional financial outcomes.
Deliver great patient care. We will get you reimbursed for it.