Beyond HCAHPS, Patient Surveys Dig Into Functional Outcomes
Just as providers begin to accept that they must improve the "patient experience"—like always delivering care with courtesy and respect—to score well on their Hospital Consumer Assessment of Healthcare Provider and Systems (HCAHPS) surveys, a new approach to measuring quality has arrived on the scene. This one, however, promises to revolutionize the customer survey.
These new sampling tools ask patients to tell doctors the result of their treatment regimen, on their own terms after they returned home:
- Did they actually get better?
- Did they return to normal activities just like they could before their surgery? Can they walk up a flight of stairs or around the block or maintain the pace in the square dance routine?
- Did the medicine help?
- Was there pain, and if so how much, compared to what they experienced before?
In other words, patients get to evaluate their outcomes.