Doubling down on the patient experience.

Area of Science:

• Healthcare Management
• Patient Experience Research

Background:

• Medicare reimbursements are shifting to include patient satisfaction metrics.
• The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores will influence payments starting in 2013.
• Hospitals are proactively addressing the need for improved patient experiences.

Purpose of the Study:

• To examine the impact of HCAHPS scores on Medicare reimbursements.
• To understand how hospitals are preparing for the reimbursement changes.
• To explore the concept of a standardized, excellent patient experience.

Main Methods:

• Analysis of Medicare reimbursement policies.
• Review of hospital strategic initiatives.
• Qualitative assessment of executive perspectives on patient experience.

Main Results:

• Hospitals are implementing organizational changes to enhance patient experience.
• Focus is on creating a standardized approach to patient care.
• The goal is to align patient experience with financial incentives.

Conclusions:

• Hospitals are strategically adapting to new Medicare reimbursement models.
• Organizational culture change is a key strategy for improving patient experience.
• Standardizing patient care is seen as crucial for meeting HCAHPS requirements.