Patient experience has become a top priority for hospital leaders, especially as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey scores will be directly tied to 30 percent of Medicare's incentive payments to hospitals and health systems starting in October 2012.
Because patient experience isn't only limited to the care delivered--and can incorporate factors such as customer service and the healing environment--it can be difficult for providers to define what the patient experience is, let alone target it for improvements. "Patient and visitor needs, while in the hospital, are fairly consistent and thus some best practices in the realm of patient experience are essential," Laura E. Hamblin, a hospital patient experience manager, told FierceHealthcare.
To help hospitals deliver the best hospital experience, FierceHealthcare interviewed hospital leaders and healthcare experts and identified six ways hospitals can provide enhanced service experience and improve their overall brands. Click below to get started.
- Patient experience best practices - Interactions
- Patient experience best practices - Organizational
What are some of your patient experience best practices? Please share in the comments section below.