Solid HCAHPS Scores Only a Start
But that doesn't mean hospital leadership is free of the pressure to do even better in HCAHPS, Allen-Fedor says.
There are two nearby hospitals, and Metro's new facility won't stay new forever, Allen-Fedor notes.
"You can never rest," she adds. "Everyone around us is getting better and maybe working harder than we are. Still, we are focused all the time. We know patients can go anywhere they want and we appreciate them coming to us, and we tell them that."
"After you leave a flight with an airline like Delta, they say, 'Thank you for choosing Delta.' It's the same thing with healthcare; it's very competitive, and thanking people for choosing Metro is an important part of what we do," Allen-Fedor adds.
The hospital relies on specific teams that oversee specific aspects of patient satisfaction areas covered by HCAHPS. Each team has a champion who coordinates its efforts, Allen-Fedor adds.
- Surgical Checklists Unused in 10% of Hospitals, CMS Data Shows
- As Medicare Advantage Cuts Loom, Disagreement Over Program's Stability
- Doctors Feel Pressure to Accept Risk-based Reimbursement
- 3 Insider Tips on Cutting Costs without Strangling Growth
- 4 Tectonic Shifts Shaking Up Healthcare
- A Fresh Look at End-of-Life Care
- Heart Attack Patient Costs Skyrocket Beyond 30 Days
- 3 in 4 Patients Want E-mail Consultations
- Roundtable: To Arrest HAIs, Culture Trumps Campaigns
- ACGME Chief Sees 'Huge' Risk of Error in Proposed Assistant Physician Licensure