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Experts: HCAHPS release will improve patient care
Quality Improvement Monitor, May 23, 2008
The release of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores may have caused angst among some hospitals, but experts say the heightened focus on patient satisfaction will ultimately improve patient safety, advance patient-centered care, and lead to better clinical outcomes.
“They’re very much aligned,” says James Conway, MS, senior vice president of the Institute for Healthcare Improvement. “I don’t think you’re going to see an organization that is delivering an exceptional patient experience and providing clinically poor care. And you’re not going to find an organization that has very aggravated staffs delivering an exceptional patient experience.”
Press Ganey has found a significant correlation between how well staff rate their hospital as a place to work and how well patients rate their hospital as a good place to receive care, says Deirdre Mylod, PhD, vice president of public policy at Press Ganey Associates, Inc., and an expert on HCAHPS.
The release of the patient satisfaction data drove nearly 1 million more consumers to CMS’ Hospital Compare Web site. The results were released late March 28. For the week ending March 29, the site had 1,144,868 page views compared to the previous week of 161,104, says CMS spokesperson Don McLeod.
Access the full story in the May issue of Quality Improvement Report; access is free for subscribers, nonsubscribers can purchase a copy of the story for $10.
Access the full story in the May issue of Quality Improvement Report; access is free for subscribers, nonsubscribers can purchase a copy of the story for $10.
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