Why less-than-perfect patient satisfaction scores matter too

Hospitals undoubtedly are focused on patient satisfaction scores, but are they too focused on only the top scores? Do they consider anything less than 100th percentile for Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) worthy? Raymond Hino, CEO of Mendocino Coast District Hospital in California, wrote on Hospital Impact, "I found that we were so focused on the 'top box' that we were missing sight of the fact that our nurses were achieving some very impressive scores in key areas of patient satisfaction." On closer evaluation, the hospital realized it was achieving impressive results, for example, 94th percentile Nationally for Nurses Communication. Communicating the good results to staff helped them achieve "top box" scores. --Read more of this blog post on Hospital Impact