Quality Reviews® & SPH Analytics Partner to Offer Integrated Platform for Real-time Patient Experience, Hospital CAHPS Feedback

Quality Reviews<sup>®</sup> & SPH Analytics Partner to Offer Integrated Platform for Real-time Patient Experience, Hospital CAHPS Feedback August 25, 2020

Today, many providers rely solely on the Consumer Assessment of Healthcare Providers and Systems (CAHPS) in order to measure the patient experience — but there are significant drawbacks to this method. While your CAHPS scores can have a critical impact on your organization’s ability to attract new patients and receive funding, the surveys fail to provide feedback in a timely manner. Often, by the time you see a negative experience reflected in your CAHPS scores, it’s unlikely that you can do anything to remedy it.

In order for patient experience data to be truly actionable, you must be able to see and respond to it the moment it’s recorded and subsequently address it through service recovery. That way, you can provide a better experience both in the present and moving forward. This is why real-time feedback tools are a necessity for organizations that are serious about improving the patient experience.

So to help providers stay on top of both real-time feedback and CAHPS scores, we’ve partnered with SPH Analytics to offer a platform that allows healthcare organizations to monitor and interpret patient experience data as well as administer the CMS-mandated Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) in full compliance with HCAHPS and other provider CAHPS survey obligations. With this unified platform, healthcare providers can administer, track, and analyze responses to customized patient satisfaction surveys as well as CAHPS surveys for a robust view of the patient experience.

This comes at a time when, due to the COVID-19 pandemic, healthcare organizations are feeling pressure to provide excellent service to patients who need it now more than ever. During this time of stress and uncertainty, the experiences patients have today will shape their opinion of healthcare providers long after the pandemic has subsided, potentially impacting patient loyalty for years to come. By keeping tabs on real-time feedback as well as CAHPS data, you gain a more comprehensive understanding of the patient experience. And ultimately, this allows you to better identify areas of improvement, optimize your service, increase patient satisfaction, and improve healthcare outcomes.

Reach out to us or request a demo to learn more about our updated product offerings and how they can help you attract, retain, and deliver exceptional care to patients.

author

Edward Shin, MD

CEO and Co-Founder

Previously co-founded WellApps and Healogica. Built and led a healthcare team at Gerson Lehrman Group. Director of Content Development at Healthology. Ed received his BA and MD from the University of Pennsylvania School of Medicine. Completed his residency in Internal Medicine at Columbia Presbyterian Medical Center in New York and is board-certified in Internal Medicine.

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