Linking quality outcomes to financial incentives is a key part of the federal government’s movement to value-based care. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a federal reporting program designed to provide incentives for hospital performance across a range of quality metrics, which providers operating within MSSP ACOs know very well.
High-performing providers and systems receive a quality bonus, while poor performing organizations incur a penalty of up to two percent of their total annual CMS benefits. Operational processes and the service provided are important in achieving strong HCAHPS scores, but one of the most important factors is patient satisfaction.
Healthcare providers understand the need to be more transparent and patient focused. A study from Vocera revealed that 64 percent of healthcare professionals state that their organizations value patient satisfaction just as much as they do patient safety and clinical workflow improvements. But, there are six critical things to consider when it comes to quality goals and patient interaction.
1. Build a culture of shared accountability. Promoting a positive patient experience is dependent on an organization’s culture. During a recent Beryl Institute conference, leaders highlighted the importance of culture on the patient experience. In fact, certain studies back the claim that a culture of patient-centered achievement can help facilitate more efficient use of resources too.
Providers are responsible when it comes to making technologically informed decisions that helps drive enhanced patient access to care. Adopting an integrated call center, making better use of voice response technology and offering 24/7 web portal services are some ways to make things more convenient for patients.
And speaking of culture, consider reviewing a recent book entitled The Culture Cure: Transforming the Modern Healthcare System (2016) by Pamela Tripp. In it, Tripp discusses foundational principles for employee accountability around patient satisfaction (culture/work environment), financial responsibility and compliance all tied to the leadership and culture within an organization. She recommends an environmental assessment tool and the foundational principles for setting up the roots of a transformative organization.
2. Don’t forget the human element. There is no silver bullet in HIT. It would be naïve for providers to think that better ratings can be driven by mechanical processed and forget about human elements that make a big difference in high tech environments. A study from Massachusetts General Hospital suggests that 65 percent of patients perceive their care as high quality when the provider shows them empathy. Alexandria Hospital in Virginia improved their HCAHPS score from 72 percent to 88 percent in the 2015 aided by interventions that encouraged providers to sit with patients at their bedside, better use body language and pay closer attention to eye contact.
Additionally, it would help providers to couple up HCAHPS data with readmission rates and clinical quality scores. Research finds that one in every five patients discharged from the hospital experiences adverse events and it is important for hospitals to follow up, find the causes behind these readmissions and reduce them.
