Over time, the healthcare industry has come to equate patient experience with HCAHPS, observes William Maples, M.D., Chief Medical Officer of Professional Research Consultants, Inc., (PRC). "In doing so, we have departed from a richer assessment of how patients actually experience care. We're missing part of the story," he argues in a recent article in Hospitals & Health Networks Magazine online. Improving patient experience means going beyond HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems Survey) to find better ways to measure and understand how patients think and feel about the care they receive.
In July 2016, a new star was born when CMS (The Centers for Medicare & Medicaid Services) added the Overall Hospital Quality Star Rating to its Hospital Compare website. According to CMS, star ratings make it easier for healthcare consumers to compare hospitals by assigning more stars to hospitals that have achieved higher scores on the 11 dimensions measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey.
Sometimes when you look in the mirror, what you see doesn't seem to reflect the person — or organization — you really are. Early in 2016, McLeod Health took a long, hard look at its scores on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey and didn't like what it saw. It was at or above goal in only two of eight dimensions.
Engaged employees drive improvements in the quality of care and the patient experience
See how one emergency department applied strategic engagement techniques to inspire employees to take their game to the next level.
It’s not just about how much data you collect. To be sure, when you partner with Professional Research Consultants, Inc., (PRC), you’ll get plenty of great data and a wealth of insights that truly reflect the quality of care you provide. So, what is it about?
January 11, 2017
Going back to the basics of bedside shift reporting pays off for McLeod Health Cheraw
When Community Health System opted not to renew its operating lease for the hospital on Chesterfield Highway in Cheraw, South Carolina, morale and scores languished. But only until the Cheraw hospital joined McLeod Health in the summer of 2015.
December 7, 2016 | 1 p.m. – 1:30 p.m. (CST)
November 15, 2016 | 1 p.m. (CST)
Focus on Key Driver® drives quality improvements at Morris Hospital's DRC
In its Final Rule, which was published on November 14, 2016, the Centers for Medicare and Medicaid Services (CMS) announced that it will require hospitals and ambulatory surgery centers to administer the Outpatient Ambulatory Surgery (OAS) CAHPS survey starting with patients treated in January 2018. Calendar year 2018 will be the first data collection period to impact reimbursements paid for FFY 2020. The program will begin as a “pay for reporting” program, meaning that hospitals and ambulatory surgery centers paid by CMS through the Outpatient Prospective Payment System (OPPS) will see a 2% reduction in their reimbursements if they don't comply with the new quality reporting measure.
Kudos to Dell Children's Medical Center of Central Texas! Dell Children's has earned a 2016 Patient Experience Grant from The Beryl Institute to explore The Impact of Artwork in a Pediatric Clinical Environment on Staff, Patients and Families. This year, Beryl bestowed grants on 15 deserving organizations to "support the growing importance of the patient experience and the need for rigorous research to understand and address its impact." In its seventh year, the Beryl Institute program encourages healthcare organizations to innovate and test ideas with the potential to improve patient experience.