The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is the survey used to measure patients’ perceptions of their hospital experience. The survey asks discharged patients 32 questions about their recent hospital stay. Patient perceptions and experiences directly impact your facility’s Medicare reimbursement.
Patient satisfaction is a top priority. You can no longer focus only on patient procedures, diagnoses, and outcomes. You must consider how pleasant and comfortable the patients’ hospital stay is.
A positive hospital-patient relationship can instill trust and loyalty, which results in higher HCAHPS scores. A hospital’s reputation in the community may influence consumers, who have choices in their healthcare. It’s estimated that 67 percent of patients select where they want to go for medical care.
Shifting Priorities
“The patient experience in healthcare is ultimately the human experience," states Jason Wolf, PhD., president of the Beryl Institute. Research from the Beryl Institute shows:
- Patient experience remains a top priority around the world and throughout the continuum of care.
- Organizations are investing in providing a great experience for patients. Currently, 42 percent of healthcare institutions have a chief experience officer role. In 2013, that number was only 22 percent, and the trend is growing.
In 2013, one of the main goals of hospitals was to reduce noise. The focus has shifted now to making the following top priorities:
- Service
- Communication
- Patient voice
- Compassion
Care Transitions
Your transitional care plan can add to the positive experience for your discharged patients. The HCAHPS survey includes questions relating to care transitions:
During my 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.
Some things to consider before your patients return home:
Will your patients have access to nutritious meals at their home? Weight loss and poor nutrition intake can delay the healing and recovery process. This could result in longer, more challenging recoveries, and in many cases, relapse and readmission.
Do patients have family members to assist with grocery shopping and preparing hot meals? Preparing meals can be difficult for those recovering from a hospitalization, surgery, or illness.
When I left the hospital, I had a good understanding of the things I was responsible for in managing my health.
Patients will have a more positive experience of their stay if they feel the hospital still cares about them after they are discharged.
Are they aware of any dietary restrictions they may have?
Does their health plan include a post-discharge home-delivered meal benefit? If it doesn't, many hospitals are now providing meals post hospital discharge. This benefit is another way to boost the patient experience. Post-hospitalization programs that include the management of nutritional status and depression may reduce hospital readmissions.
Nutrition care is a key component to improving patient outcomes. Malnutrition is one of the greatest contributors to hospitalizations and readmissions.
Home-delivered meals can help extend a positive experience beyond your facility. Patients who receive home-delivered meals after hospitalization regain their strength and energy faster. Well-nourished post-discharge patients are less likely to be readmitted to the hospital within 30 days of discharge.
Providing post-discharge meals can help ensure a smooth transition from hospital to home.
