Patient satisfaction is a key determinant of quality of care and an important component of pay-for-performance metrics. Under the Centers for Medicare & Medicaid Services (CMS) Hospital Inpatient Value-Based Purchasing (HIVBP) program, Medicare reimbursements are linked to patient satisfaction and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys completed by patients.
Patient experience takes a broader perspective than patient satisfaction. The Beryl Institute is "a global community of practice and premier thought leaders on improving the patient experience in healthcare". They define the patient experience as "the sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care." The Beryl Institute website includes a broad array of resources including:
The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is the basis of the HIVBP program incentives. The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. Three broad goals have shaped the HCAHPS survey.
The HCAHPS survey contains 21 patient perspectives on care and patient rating items that encompass nine key topics: communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, quietness of the hospital environment and transition of care.
There are vendors who have developed patient satisfaction surveys and associated services for hospitals seeking to improve their performance. In 2012, Modern Healthcare magazine identified the 21 largest patient satisfaction vendors.
The Largest Patient-Satisfaction Measurement Firms include:
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Also in 2012, the Society of Hospital Medicine’s (SHM’s) Practice Management Committee asked several of these vendors to complete a questionnaire that addressed: What Hospitalists Should Know About Their Patient Satisfaction Survey Vendor?
The questionnaire included questions related to:
The vendor responses are available by contacting the vendor directly. SHM did not publish the vendors’ responses as they included proprietary information. The following vendors completed the questionnaires: Avatar, HealthStream, NRC/Picker, PRCand Press Ganey.
The Cleveland Clinic is one of the acknowledged leaders with regard to the patient experience, holding a Patient Experience Summit annually. The 2014 Summit was held May 18-21, 2014.
The Summit included:
A copy of the proceedings with PDFs for many of the presentations can be found here.