The HCAHPS process is not just designed to compare and inform about hospitals. The fact of the matter is that medicare has incorporated the HCAHPS results into their value based purchasing system, which directly joins hospital’s reimbursement payments for their patient experience scores. For most hospitals in the United States this signifies between $300.000 and $2.000.000 a year in revenue received from medicare.
As you can see, this is not a trivial issue for hospital management. The fact remains that improving HCAHPS scores is a significant priority for health care organizations.
If your objective is to establish your organization as”Hospital of Choice” in your area, it is essential that you launch a realtime individual satisfaction measurement program. This program will let you integrate patient satisfaction monitoring into your daily interactions with patients. This way you’ll be able to detect problems and implement adjustments before they can affect your official HCAHPS scores.
To explain why this constant measuring is so important, you need to understand that the HCAHPS procedure. This government backed survey instrument is administered to a small sample of discharged patients that meet the accepted HCAHPS criteria. The minimum acceptable sample size is only 300 patients a year.
Although most organizations may surpass this sample size, it is clear that the number of individuals surveyed is relatively small when compared with the total population of discharges. Only a few discontented patients which happen to fall in the sample can provoke a substantial drop in the overall HCAHPs scores.
If you place your realtime satisfaction data at the hands of frontline managers, you are making an immensely powerful environment for continuous improvement. Problems can be detected immediately and corrective measures can be chosen in on the fly. A couple of hours later, your staff will be verifying whether the measures have produced the desired response.
The idea of truly realtime measurement of patient satisfaction was not possible until quite recently. As a result of an innovative new technology hospitals can now track patient satisfaction readily and affordably within their everyday in hospital patterns. Patients answer fast surveys by touching the screen of the mobile”gustometer” with their fingers right in their rooms. Since the entire survey procedure usually takes about a minute and a half, the usage of this gustometer may be incorporated into the standard day to day interactions with your patients. Once done the questionnaire is automatically collected by the system’s servers, tabulated and ready for analysis.
More importantly the instrument incorporates an extremely sophisticated business intelligence system that will let you extract the maximum value from your survey data. You will have the ability to contrast your custom profile questions with the outcomes of each valuation question. Additionally, it allows you to adapt your polls on the fly to structure your polls in a way which assures high participation rates.