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Hospital HCAHPS Scores Beat Expectations
Hospitals have been scurrying to improve their patient experience scores under Medicare's value-based purchasing rules. Those efforts are paying off, Hospital Consumer Assessment of Healthcare Providers and Systems survey responses show.
Unfortunately chasing scores does not necessarily mean improving patient experience. And there is distinctly two camps evolving now that VBP is here. Those who systemically address patient experience and those that resort to customer service tactics to make immediate but not lasting improvements.
This is great news, however that particular question that patients are asked is not figured into the equation for Value Based Purchasing Points. It is all the other questions that affect the score and that one is omitted in the final analysis. So it is curious as to why Press-Ganey is focusing on the results of that particular question for HCAHPS.