Hospitals Push to Raise Patient Experience Scores

Quality leaders are contributing to cultural changes in an effort to boost Hospital Consumer Assessment of Healthcare Providers and System (HCAHPS) scores. There's a lot of money at stake.

2 comments on "Hospitals Push to Raise Patient Experience Scores"
Sue (10/6/2011 at 3:25 PM)

This is a positive! I worked for an organization that placed credence on worker satisfaction and believe me the cuts they made to eliminate qualified staff who knew about quality care was a sin. The focus was to make low level staff content and it showed when patient harm/injuries escalated. CMS standards requirements will deteriorate the orgs who focus on "Great Place to Work" satire; the real customer has been ignored far too long.
Steve Wilkins (9/30/2011 at 10:56 AM)

Can you imagine what would happen to hospitals and other providers if Medicare patients knew the power they will soon have over hospital reimbursement?! Instead of telling hospitals what they want to hear on satisfaction surveys...their comments can actually make a real difference... scary isn't it.


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