In this series, we are exploring 5 key metrics that both drive a hospital towards high reliability but will also give an ROI on performance improvement initiatives beyond the initial financial investments.
Today, we are talking about HCAHPS star ratings, read the first installments of the series here:
The HCAHPS program was developed to provide a standardized survey instrument and data collection methodology to measure patients’ perspectives on hospital care.
A patient’s perception of quality of care often isn’t focused on the clinical care – it is assumed that the doctor is treating their illness or condition. Patients often cannot judge the quality of care they receive.
Therefore, patient satisfaction is likely to be based on what they can judge:
Digitally tracking patient feedback in real-time improves their experience:
Asking for feedback at the time of check-out improves patient satisfaction:
TIP: A digitally-based platform that provides real-time information is the only way to measure the success of performance improvement processes. Also make sure to find a high reliability partner that provides on-going account management and unlimited fine-tuning of your rounding processes so it works for you.
We will continue to explore the ways in which each of these metrics can offer return on investments in upcoming blog posts...
#4. Improve Value Based Purchasing Scores (read step 4 here)
#5. Improve CMS Star Ratings (read step 5 here)
Read about all five metrics in our FREE eBook, How to Achieve ROI from High Reliability Initiatives, today.