Real Patient Experience Doesn't Show Up in HCAHPS Scores
I took copious amounts of mental notes throughout my ER visit, surgery, and subsequent occupational therapy and follow-up appointments. This proved to be not only educational, but a great distraction during the ordeal. (It should also be noted that I'm typing this with one hand. Please hold your applause, as I must.)
Coincidentally, the patient experience and patient satisfaction happened to be top of mind as I'd just been reading about the details of the patient satisfaction survey element of the pay-for-performance system built into healthcare reform.
As I'm sure you're well aware, the coming year will be the first that hospitals will either receive a bonus or lose money depending on their HCAHPS scores.
Medicare is expected to dole out nearly $1 billion in payments to high performing hospitals over the next year. Hospitals are required to complete at least 100 patient surveys over a year, though larger facilities will likely complete many more.
I received treatment at one such large facility, a top-ranking health system in Boston, and was surprised with my patient experience. Here are some snippets from my unofficial patient satisfaction survey.
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