In light of Medicaid’s announcement that it may expand the use of Child HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) results, let’s do a roundup of what actually increases patient satisfaction and improves the patient experience, for hospital systems, primary care providers, and ambulatory care centers alic.
Since the advent of the Affordable Care Act, hospitals have shown increased interest in consumer perceptions of the healthcare delivery experience. A key reason for this concern is that patient experience is one component of value-based reimbursement, and hospital finance staff are aware of the connection.
The rise of consumerism and the arrival of quality surveys for physician practices means doctors will have to pay more attention to patient relationships. Providers can be choosy, but so can patients.
It has always been a moral imperative for hospitals and health systems to provide a high-quality patient experience, but now that the Centers for Medicare & Medicaid Services is tying reimbursements to HCAHPS scores, it’s becoming a financial priority, as well.
Patient-centered care that actively employs strategies to engage patients and family members in the delivery of their healthcare is a foundational component to current industry movements. Going forward, healthcare organizations that deploy consistent and effective patient education programs to align with these movements will experience the greatest success with national initiatives such as Medicare Hospital Value-Based Purchasing (HVBP) and the Hospital Readmissions Reduction Program (HRRP).