How focusing on CAHPS Scores leads to better patient outcomes

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. 

Escalation

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.