This article originally appeared in Becker’s Hospital Review. To view the original article click here.
In the new patient-centric healthcare environment, perception is reality.
Healthcare increasingly operates as a consumer market, catering to patients who, now more than ever, have a choice in where they go to receive care. The quality of that care is tracked and measured, not only in clinical outcomes, but in the results of key satisfaction surveys, such as the Hospital Consumer Assessment of Healthcare Providers and Systems. HCAHPS is the first national, standardized survey of patients’ perspectives that is shared with the public, and has a significant impact on a hospital’s reputation in the community, as well as its bottom line. Under CMS’ value-based purchasing program, the patient’s care experience comprises 30 percent of a hospital’s overall performance score in the survey. More importantly, this score is tied to the organization’s reimbursement.(read more)