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Happy customers are the backbone of any industry, and the healthcare sector is no exception. It can be a task to figure out if and where you’re failing your patients, which is why tracking your CAHPS score and using it to set benchmarks for your organization can help you meet patient needs more efficiently.
Making your organization CAHPS-centric can require that you reorient your company’s structure, but the payoff is likely to be big as well.
Starting from 2021, CAHPS percentage of overall STARs will increase from 22% to 32% – it’s going to be the single most important rating for the foreseeable future.
It’s also been reported that organizations that have low CAHPS scores also had lower HEDIS and HOS as well. There are several overlapping parameters among these STAR metrics, which is why focusing on CAHPS surveys is likely to help you perform better on other metrics as well.
STAR ratings are publicly accessible, and patients nowadays are free to make their decisions about their healthcare provider based off of it. The points of differentiation between healthcare providers are narrowing, and higher STAR ratings are one of the few distinctions that a customer is likely to take into account before giving your organization their business.
Patient Satisfaction is a key goal for any healthcare facility, and is tied to positive CAHPS scores. Healthier and happier patients are returning customers, and can be strong advocates for your organization – this is especially important in healthcare, where patients’ emotions hold sway in making decisions.
Telehealth’s rise in popularity has made connecting with your patients easier than ever. However, it’s also created multiple new touchpoints for organizations to monitor their patient experience.
Healthcare Organizations need to track patient engagement and gather feedback at these critical junctures and ensure that their PX is not falling short. Conduct NPS® Surveys along with other satisfaction metrics to gauge how well your PC is faring, and keep your respondents engaged after they’ve collected feedback. Notify them about changes you’ve made based on patient feedback. Patients are likely to trust an organization where they feel their voice is being heeded – making them recurring customers as well as advocates for your brand.
Healthcare organizations need to have a well defined patient engagement system in place. It is a key factor in helping them achieve higher CAHPS scores and for performing well in other healthcare metrics.
Communication and feedback
You need to take insights from your detractors as well as your promoters, even if the feedback tells you things that you may not want to hear. Identify drivers for patients which caused them to disengage with your services – is it a personnel problem? Are your services not accessible enough? Whatever it is, you need to get to the bottom of it.
You need to communicate to patients the exact details of the procedures they are about to undergo. Surveys show that 72 % of patients who have agreed they “know what to expect” after a survey report being extremely satisfied with surgery results, as compared to 39% satisfaction among those surveyed who did know what to expect.
Escalate customer feedback to decision makers as early as possible. It’s important to nip patient concerns in the bud, rather than them turning into something which could damage your brand, or put patient healthcare at risk. IT infrastructure which lets respondents know their complaints are being tracked would be a bonus.
Gauging patient reception to resolved issues
Should there be a resolution to any patient or customer feedback, it’s important to let patients know about it. Open a channel for them to leave feedback on the changes you’ve made in response to prior feedback. This is a key element in building trust in your organization.
Research shows that after patients receive follow-up survey calls after being discharged, they are 50% less likely to return to the ER and report higher patient satisfaction.
Each touchpoint with customers is a source of unique insights. This can include disengagement surveys which give insights into why patients are unsatisfied with your services. You must also analyze patient behavior – both on premise as well as via your telehealth portals. They are excellent sources for unique insights, and can help identify drivers for patient engagement.
These channels can be
– On premises
– Via feedback surveys attached to online interactions
– Telephone surveys to reach those who are not active online