Providers have a lot riding on HCAHPS scores, but few real-time service recovery tools. Find out how US Hospitals stack up when it comes to HCAHPS star ratings, and the importance of focusing on service recovery to improve scores.
Providers have a lot riding on HCAHPS scores but lack real-time service recovery tools
Used by providers since 2006, the HCAHPS survey covers a wide range of issues like clinician communication, pain management, discharge information and hospital cleanliness. These publicly available survey scores can have a big effect on hospitals. Good scores mean happy patients and financial incentives. Bad scores mean unhappy patients and lower revenue — on top of the laundry list of inevitable challenges like poor staff communication. Unfortunately, most providers sit somewhere in the middle of the pack.
What do you do with these scores? How do you improve?
The heart of improving HCAHPS scores lies in service recovery. Is service recovery a part of your institution’s efforts to improve the patient experience? If not, it’s time to
HCAHPS Summary Star Rating: How do U.S. hospitals perform?
HCAHPS Star Rating: Distributions
Responsiveness of Hospital Staf
Communication with Doctors
Cleanliness of Hospital Environment
Quietness of Hospital Environment
Communication about Medicines
Communication with Nurses
Recommend the Hospital
With hospitals today operating on the narrowest of margins, losing even one patient over poor customer service is too many.
Complicating matters, most healthcare organizations still use traditional surveys to track and monitor patient satisfaction metrics, putting them at a huge disadvantage in terms of identifying service recovery opportunities.
We make it easy for patients to provide real-time feedback — and even easier for healthcare leaders to improve service based on this feedback. Utilizing real-time feedback, our service recovery and daily performance improvement tools help shift the focus onto the patient and promote a culture of service excellence.
What we do
Interested in learning more? Let’s talk.
Based in New York City, Quality Reviews, Inc. was founded by leading healthcare providers and entrepreneurs with a combined 30-plus years of clinical, healthcare administrative and technology building experience. Quality Reviews, Inc. builds proprietary software to help healthcare provider organizations capture and analyze real-time patient feedback to facilitate service recovery.