Patient feedback is essential for any healthcare facility to improve their bottom line as well as improve healthcare in a community. HCAHPS surveys (Hospital Consumer Assessment of Healthcare Providers and Systems) can gather feedback which helps you understand your patients better.
Healthcare organizations’ need to monitor their reputation closely. When looking for a new provider, 60% of patients consider having a positive online reputation to be a major factor in their final decision.
It is a national mandated survey for the healthcare sector in the USA. It has several questions that help healthcare organizations understand their patients’ perception about their experience: their Patient Experience, if you will.
HCAHPS surveys cover a wide range of scenarios and factors which help healthcare organizations understand where their services may be lacking and are in need of urgent improvement, or risk losing customers to their competition.
HCAHPS surveys are an integral aspect in improving a healthcare organizations’ online reputation. Consumers today have a wide range of healthcare facilities to choose from, and are unlikely to give companies with poor or middling scores a second glance.
However, one needs to acknowledge the fact that Patient Experience has largely been an afterthought for healthcare organizations and the results speak for themselves. 81% of consumers are not satisfied with their experience at a healthcare facility.
HCAHPS scores have a direct impact on healthcare organizations which use inpatient prospective payment systems. Scores are factored into an organizations; value-based purchasing scheme, which incentivizes facilities based on the quality of care they provide patients who have medicare.
See what question types are possible with a sample survey!
HCAHPS survey data is reported every quarter on a government portal (Hospital Compare), with data from the oldest quarter being eliminated as newer results are uploaded. For a healthcare organization to have their results publicly displayed, they need to report at least 25 surveys completed over 4 quarters.
The portal also displays star ratings for selected measures as well as other valuable information about the facility. This can include
Questions in an HCAHPS survey are divided into multiple segments, to be able to get a segmented picture into the healthcare services provided to a patient.
During your hospital stay, how often did nurses treat you with courtesy and respect?
During this hospital stay, how often did nurses listen carefully to you?
During this hospital stay, how often did nurses explain things in a way you could understand?
During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
Enhance your Patient Experience program by using these major PX trends. Increase Patient Satisfaction. Reduce Churn
During this hospital stay, how often did doctors treat you with courtesy and respect?
During this hospital stay, how often did doctors listen carefully to you?
During this hospital stay, how often did doctors explain things in a way you could understand?
During this hospital stay, how often were your room and bathroom kept clean?
During this hospital stay, how often was the area around your room quiet at night?
During this hospital stay, did you need help from nurses or other hospital staff in getting to the bathroom or in using a bedpan?
How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?
During this hospital stay, did you have any pain?
Learn how to meet respondents where they are, drive survey completion while offering a seamless experience, Every Time!
During this hospital stay, how often did hospital staff talk with you about how much pain you had?
During this hospital stay, how often did the hospital staff talk with you about how treat to your pain?
During this hospital stay, were you given any medicine that you had not taken before?
Before giving you any new medicine, how often did hospital staff tell you what the medicine was for?
Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?
After you left the hospital, did you go directly to your own home, to someone else’s home, or to another health facility?
During this hospital stay, did doctors, nurses or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?
During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?
Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital during your stay?
During this hospital stay, staff took my preferences and those of my family or caregiver into account in deciding what my health care needs would be when I left
When I left the hospital, I had a good understanding of the things I was responsible for in managing my health.
When I left the hospital, I clearly understood the purpose for taking each of my medications.
During this hospital stay, were you admitted to this hospital through the Emergency Room?
In general, how would you rate your overall health?
What is the highest grade or level of school that you have completed?
Are you of Spanish, Hispanic or Latino origin or descent?
What is your race? Please choose one or more.
What language do you mainly speak at home?
There are 4 ways for healthcare organizations to distribute an HCAHPS survey
It may take multiple attempts to get your patients to take these surveys, and may require dedicated staff for this purpose. Healthcare businesses can send out the survey anytime within 48 hours to 6 weeks after their patient has been discharged.
We’ve established that performing well on HCAHPS surveys is a need for any healthcare provider, but how does one go about doing it?
While HCAHPS surveys manage to capture a lot of essential information about your patients’ visit at your facility, they don’t give you a holistic picture about your patient experience. If you want to ensure good performance in hcahps surveys, you will need to ensure that your PX efforts are up to the mark throughout the year.
This can be achieved by augmenting HCAHPS with other surveys at key touch points along your patient journey such as:
Creating an environment which is hassle-free will keep your patients with your brand, thus improving your bottom line.
Healthy patients are happy patients. Healthcare providers should not look at a patients’ visit as a simple transactional affair. By investing in your patients health you ensure that yours is the first business they think of when it comes to any medical requirements.
Effective communication must be established with your patients across their preferred channel. Make their medical records easily accessible to them, and work towards improving the overall health of your community. This form of engagement can turn customers into brand loyalists for your organization.