Real Patient Experience Doesn't Show Up in HCAHPS Scores

Marianne Aiello, for HealthLeaders Media , November 14, 2012

Out-patient surgery
Propofol. That is what my anesthesiologist muttered casually as he began to administer the drug at the onset of my surgery. "Woah, woah, wasn't that MJ's sedative of choice?" is the last thing I remember asking before I found out what exactly made the milky white not-meant-for-home-use substance so enjoyable.

Kidding aside, it would have been nice to have been briefed on any and all medications in advance, as a courtesy.

After the brief surgery, there was again more waiting. I know there are many clinical reasons to keep an eye on day surgery patients before discharging them, but I'd have preferred to have been given a ball park wait time. And again I was shuffled between several nurses who all looked the same... unless that was just the propofol.

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1 comments on "Real Patient Experience Doesn't Show Up in HCAHPS Scores"

Mark Rudolph (11/25/2012 at 12:35 PM)
Thanks for this great piece, Marianne. I hope you and your hand are recovering well! Your point about providers needing a little coaching about keeping eye contact, truly listening, and then responding without using too much jargon is an excellent one. Our hospitalist group, Sound Physicians, a national practice with 500+ physicians is pursuing just that kind of training. We are observing our physicians during patient encounters to offer them the training and feedback that just can't be gleaned from the HCAHPS results. Any chance you'd be interested in doing a piece about our efforts in this regard? I serve as Vice President of Patient Experience for our practice and am really jazzed about these topics.




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