150 to 250 words
1. There is much debate about patient satisfaction scores and demographics of a facility. Do you think socioeconomic factors affect patient satisfaction scores? Why? If not, why not?
2. Do you have any recommendations regarding the collection and use of these scores?
1. Chatterjee P, Joynt KE, Orav E, Jha AK. Patient Experience in Safety-Net Hospitals: Implications for Improving Care and Value-Based Purchasing. Arch Intern Med. 2012;172(16):1204-1210.
2. Mark Meterko, David C. Mohr and Gary J. Young. Teamwork Culture and Patient Satisfaction in Hospitals. Medical Care , Vol. 42, No. 5 (May, 2004), pp. 492-498
3. Attached presentation
Patient Satisfaction Today • Has become an important buzzword in health
care. • Patients have access to hospital “report card”
patient satisfaction and quality scores. – Ex: Hospital Compare
• Hospital placing high priority for patient satisfaction due to scores being tied to reimbursement rates.
Patient Satisfaction Today
• Patients are better informed. • Patients want to understand their medical
care and be a part of the decision-making process.
• Health care is featured almost daily in the media, increasing patient expectations of the care provided.
How is Patient Satisfaction Measured? • Hospital Consumer Assessment of Healthcare Providers
and Systems (HCAHPS) Survey. • Standardized survey to gather and compare data across
the nation. • 27 questions based on:
– Physician/Nurse/Staff Communication – Hospital Environment – Pain Management – Overall rating – Recommendation of Hospital
• Conducted through mail and/or telephone. • Conducted after patient discharge.
Sample HCAHPS Questionnaire • During this hospital stay, how often did nurses treat you with courtesy and
respect? 1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• During this hospital stay, how often did doctors treat you with courtesy and respect?
1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable • During this hospital stay, how often was the area around your room quiet at night? 1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable
• Would you recommend this hospital to your family and friends? 1. Definitely No 2. Probably No 3. Probably Yes 4. Definitely Yes
• Using any number from 0–10, where 0 is worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital?
Impact of ACA on Patient Satisfaction
• Pay For Performance (P4P). • DRG payments are adjusted based on
performance on HCAHPS (30%) and clinical process measures (70%).
• Patient satisfaction makes up 30% of hospital’s score. – Recommend Hospital – Rate Hospital 9–10
Excellent Patient Satisfaction • Excellent customer satisfaction goes beyond
patient interaction during hospital stay. • Organizations judged on customer service the
instant contact is made with patient or family member (phone, face-to-face, email, etc.).
• Higher patient satisfaction with inpatient care and discharge planning is associated with lower 30-day readmission rates.
» Source: AM J Managed Care, 2011; 17(1): 41-48
Trickle Down Effect of Excellent Service
• Providing excellent service leads to happy patients who are less anxious.
• Less anxious patients are more cooperative, leading to positive results.
Patient Needs • Customer-friendly environment. • Compassionate, caring, and individualized
care. • Respect for privacy. • Cultural sensitivity. • Timely and proper explanations about their
care/treatment. • Involved in decision-making.
Barriers and Facilitators to Patient Engagement
• Patient Barriers: – Fear and uncertainty – Low health literacy – Provider reactions
• Patient Facilitators: – Self-efficacy – Information – Invitations to engage – Provider support
Essential Elements for Building a Strong Foundation
• Leadership strategies. • Strategies for partnering with patients and
families. • Workforce strategies. • Data/use performance improvement.
Leadership Strategies • Celebrate achievement and improvements. • Eliminate/streamline as much as possible. • Patient experience is integrated and aligned
with organizational priorities. • A dedicated champion and structure is in
place to support patient-centered care.
Capitalize on Opportunities to Partner with Patients/Families
• Patients and families are treated as partners at every level.
• The organization seeks input from patients and families on a routine basis from methods other than the HCAHPS survey. – Ex: rounding, patient and family advisors.
Workforce Engagement Strategies
• Restore sense of purpose through: – Recruit members for patient-centered values. – Patient centered care is rewarded and celebrated. – Accountability and incentives support patient-
centered care. – Participation in and brainstorming with patient
experience improvement teams.
Data Use • Hospital-wide and unit-specific targets are set
based on historical data and national benchmarks.
• Staff are provided with tools for easy access to data and support.
• Frequent, regular feedback to staff is provided on performance.
Process Improvement Plan
Develop & Test
• Improvement teams and committees are created and adequately resourced.
• Best practices are identified and implemented.
• Strategies are shared across units.
Source: CAHPS Improvement Guide