Patient satisfaction reporting is never an easy topic. In Chapter Seven, Berkowitz discusses the difference between satisfaction and loyalty a key concept to understand if you buy the old marketing adage it is cheaper to keep a customer than find a customer. In the support files are two thingsthe actual survey tool, and a six month trending report for an actual Press Ganey client. This survey set is about HCAPS, the governments measurement of satisfaction among Medicare patients. It is important not just for what it tells us about the customer experience, but how it applies to Value Based Purchasing. These results, along with quality indicators, will effect this hospitals payment for services.

Expectations: For this exercise, you are part of a cross functional team that will meet tomorrow to discuss current results (the support document). The team has all disciplines, doctors, nurses, operators, marketers and finance.everyone has a stake, and everyone has a point of view. There will be a lot of opinions, what you are going to do is try to use some facts and marketing to give them a focus. Get ready for tomorrows meeting by preparing a short position paper. In that paper, relying (even citing) the Ap Ex support documents and the text offer; one area you suggest the team focus improvement efforts on, and why, at least one question that you think influences the score in the area you chose and discuss one dimension of Service Process Quality Dimensions (text page 287) that you think could apply.

Hospital Consumer Assessment of Healthcare Providers (HCAHPS) Patient Experience Domain Scorecard HCAHPS Scorecard September MY HOSPITAL (a) National HCAHPS Benchmarks April May June July August Sept Inpatient HCAHPS Measures (c) Threshold Target Benchmark %Always/Yes %Always/Yes%Always/Yes%Always/Yes %Always/Yes%Always/Yes Nurse Communication 75.79% 82.23% 84.99% 78% 81% 82% 76% 76% 84% 79.57% 85.79% 88.45% 81% 89% 90% 73% 88% 76% Doctor Communication Cleanliness and Quietness 63.54% 73.73% 78.10% 65% 75% 76% 68% 73% 78% Responsiveness of Staff 62.21% 73.32% 78.08% 73% 62% 74% 56% 77% 60% 68.99% 75.24% 77.92% 76% 75% 75% 77% 74% 75% Pain Management Communication About Medication 59.85% 68.03% 71.54% 62% 55% 73% 73% 61% 76% Discharge Information 82.72% 87.28% 89.24% 86% 92% 84% 79% 92% 83% Overall Rating 67.33% 77.98% 82.55% 71% 74% 79% 61% 68% 77% Meets or exceeds National Benchmark Meeting or exceeding target, but below benchmark Trending towards target (performance between threshold and target) Trending away from target or performing below the threshold Note: HCAHPS Benchmarks are November 2011 CMS Final VBP Ruling. National Benchmarks using baseline period of April 1, 2010 through December 31, 2010 HCAHPS performance scores provided from Press Ganey HCAHPS database using actual performance (percentage) not percentile rank (a) b)