We all know that the healthcare industry is very different from other industries when it comes to objectives. Well, there is a common ground, achieving customer satisfaction is one of the main goals in all sectors. In the case of healthcare organizations, it is patient satisfaction what matters most. Healthcare providers understand that patients are customers and that if they are satisfied, their business will grow.
But unlike other industries, patients do not pay directly, the payment comes as a Medicare reimbursement. Nowadays, Medicare reimbursements are become more closely tied to patient satisfaction. That is why improving patient experience becomes crucial to the hospitals. Patient experience surveys are becoming an increasingly valuable tool for healthcare organizations to guide efforts to improve the patient experience, HCAHPS is one of such tools. As HCAHPS scores indicate the patient's perception towards hospitals, improving the score is a big deal when hospitals try to maximize Medicare reimbursement.
In order to maximize reimbursement, hospitals must strive for high satisfaction scores. But how hospitals can improve HCAPHS scores? Here are five strategies for hospitals to improve their HCAHPS scores to maximize Medicare reimbursement.
1. Make it a priority
Keep improving the patient experience at the forefront of your checklist. Design your action plan according to it. Try to reach out the issues causing problems.
2. Establish Clear and Frequent Communication with the Patients
Communication has a huge positive impact on the patient experience. Several questions about the HCAHPS survey related to communication, such as:
- How often did nurses and doctors listen to them carefully
- How often did nurses and doctors explain things in order to understand
- If doctors, nurses and other staff members wondered whether they needed help or not, etc.
3. Keep patients informed
Most of the patients want to know about their problem in detail. Try to explain the situation as thoroughly as possible. Make patients feel that doctors and nurses are concern about them. Remember, well-informed patients feel more involved in their care process.
4. Educate your patients
Another effective strategy for improving HCAHPS scores is to educate patients throughout their hospital stay. Try to teach them about their problems, their to-do's after discharging, how to prevent future threats etc. You can do this via videos, written instructions, etc.
5. Tell your staff how the HCAHPS score would help maximize Medicare reimbursement
Whatever your plans are, these will be executed by your employees. It is therefore important for them to know the reasons. Explain to them why you are trying to improve the HCAHPS scores.
6. Make a culture of patient engagement
Last but not least, try to make a culture of patient engagement. A significant and long-term improvement of HCAHPS scores depends on the culture of the healthcare organization. Train your staffs, adopt patient-centered measures, use up-to-date platforms to engage your patients.
Wambi is gamified-digital patient engagement and employee quality management platform. It is an HCAHPS Compliant platform which would help you to improve your HCAHPS scores and Maximize Medicare Reimbursement. Know More about Wambi