Tag: HCAHPS

Pulse Check: Secret shopping is essential to understand and mitigate poor patient satisfaction scores from HCAHPS and Press Ganey

By: Elisabeth Callahan
Date: October 17, 2018
Category: Custom Services
Filed under: HCAHPS, mystery shopping, Patient Experience, Patient Satisfaction, Press Ganey, Pulse Check, secret shopping

Are your HCAHPS scores, Press Ganey results, and other patient satisfaction indicators telling you that the patient experience is not living up to your organization’s mission, vision, and values? HCAHPS and Press Ganey are great for pointing out that a problem exists, but they fail to reveal the underlying reasons for the negative impressions. You […]

Involving Physicians in Improving the Patient Experience

By: Elizabeth Elving
Date: May 2, 2017
Category: Physician Network
Filed under: Accessibility, HCAHPS, Patient Experience, Patient Satisfaction

Patient satisfaction and experience is increasingly becoming a chief concern for healthcare organizations. Medicare reimbursements are tied to HCAHPS scores, and many organizations are now basing some portion of physician and nurse compensation on related metrics. Satisfaction can also impact revenue as patients begin to act more like consumers, “shopping around” for healthcare options the […]

More Than Clean: How a Great Environmental Services Team Can Improve HCAHPS Scores

By: Jake Jenkins
Date: September 19, 2016
Category: Supply Chain
Filed under: Departmental collaboration, environmental services, EVS, Expanded scope, HCAHPS, Northside Hospital System

Environmental services staff members are the unsung heroes of patient care. Their work is often performed in the background, creating a clean and comfortable space with little fanfare. But when an organization takes time to recognize the impact environmental services has on quality of care and invests in it commensurately, patients win, clinicians win, and […]