Easing Patient Fears Can Raise HCAHPS Scores

Do you know what your patients fear the most about healthcare? Understanding and addressing those anxieties can improve the patient experience and Hospital Consumer Assessment of Healthcare Providers and Systems scores. Here's how Memorial Hospital and Health System is confronting and defusing patient fears.

6 comments on "Easing Patient Fears Can Raise HCAHPS Scores"
Brittany Howze (10/16/2011 at 9:56 PM)

"eye rolling nurses"....this lady conveys a total lack of respect in one statement. With an attitude like that, I bet she would be extremely afraid to be a patient in her own hospital.
Helon Shoemake (10/5/2011 at 11:28 AM)

Thank you Linda Conner for posting this article. A patient's perceived fear may be irrelevant and magnified[INVALID]none-the-less, it is real and felt fear within the mind of the patient. A few thoughtful, targeted. and caring inquiries can change the entire patient experience and I am happy that health providers are doing just that!
David C. Baker (9/29/2011 at 4:50 PM)

At Meritus Medical Center our clincally-trained chaplains have the time and the mission to ask people how they are and what they are feeling. Acknowledging and addressing their fears is part of the job. Such is one best practice that Spiritual Care Services adopt in our efforts to improve our HCAHPS scores. DCB
Steve Wilkins (9/29/2011 at 8:53 AM)

Great article. It points out the benefits of being patinet-centered - e.g., understand things from the patient's perspective. It is as simple as asking a few open-ended questions to get the patient talking - the biggest patient fear is not being heard. Steve Wilkins www.healthecommunications.wordpress.com
Jason Wolf (9/28/2011 at 2:34 PM)

This is powerful research conducted by Colleen Sweeney and a strong message about how we need to get beneath the surface of patient's needs and fears to have the greatest impact on patient experience overall. Informative webinar on Sweeney's work for those of you that missed SHSMD can be found here: http://www.theberylinstitute.org/?page=Webinars. Look for "What Patient's Fear and Why We Have to Know". You can also hear her address this topic as a featured keynote at Patient Experience Conference 2012. This is an important insight that we could easily overlook. Thanks to Colleen for raising our awareness. It is truly needed.
stephen.mcclure (9/28/2011 at 1:55 PM)

Improving patient experiences and HCAHPS scores is a matter of having meaningful conversation with patieints and their families and putting yourself in patients' shoes. This is the kind of best practice that HealthStream helps customers identify and adopt in efforts to improve their HCAHPS scores.


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