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Improving the Perioperative Outpatient Patient Experience: How Pre-op and PACU Made a Difference
1Perioperative Services, Bronson Battle Creek Hospital, Battle Creek, MI.
Summary
A hospital improved its Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) scores by implementing a patient experience initiative. This initiative enhanced patient satisfaction and likelihood to recommend, boosting their ranking significantly.
Area of Science:
- Healthcare Administration
- Patient Experience Management
- Quality Improvement in Healthcare
Background:
- Mandatory Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) reporting began in 2025, with non-compliance risking a 2% reimbursement loss for facilities accepting Medicare and Medicaid.
- A community hospital faced challenges with a low "Likelihood to Recommend" score (93.7%, rank 13) in January 2025, indicating below-expected performance.
Purpose of the Study:
- To improve the hospital's low Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) scores.
- To enhance the overall patient experience in outpatient surgical services.
Main Methods:
- A four-pillar patient experience initiative was developed collaboratively with patient experience teams, frontline staff, and leadership.
- Pillars focused on: environment of care (maintenance, cleanliness), service (greetings, AIDET), communication (updates, especially delays), and discharge instructions (clarified with cover sheets for After Visit Summary).
Main Results:
- Within 16 weeks, patient experience scores saw significant improvement, particularly the "Likelihood to Recommend" score, which increased by 1.3 percentage points to 95.0%.
- The hospital's peer group rank improved by 31 positions, rising to 44.
Conclusions:
- Enhanced communication, particularly regarding surgical delays, and increased leader rounding were key drivers of score improvement.
- The successful initiative fostered team pride and inspired other departments to prioritize patient experience.
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