5 Top Ways Providers Are Being Tracked for Patient Satisfaction
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REVENUE CYCLE NEWS
A Healthcare Financial Performance, Revenue Cycle Optimization and Healthcare Industry Trends Resource
by Phil C. Solomon on January 27, 2013
in Consumerism and transparency
This article by Bob Hayes , featured on the Business Broadway web site gives a rare glimpse into how healthcare transparency is going to affect providers in the future.
The U.S. government provides a variety of publicly available databases that include metrics on the performance of US hospitals, including patient experience (PX) database, health outcome database, process of care database and medical spending database. Applying Big Data principles on these disparate data sources, I integrated different metrics from their respective databases to better understand the quality of US hospitals and determine ways they can improve the patient experience and the overall healthcare delivery system. I spent the summer analyzing this data, and wrote many posts about it.
The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing (VBP) program ). The purpose of the VBP program is to promote better clinical outcomes for patients and improve their experience of care during hospital stays. Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their incentive payments.
Hospitals, like all big businesses, struggle with knowing “if you do this, then you will succeed with this.” While hospital administrators can rely on gut feelings, intuition and anecdotal evidence to guide their decisions on how to improve their hospitals, data-driven decision-making provides better, more reliable, insights about real things hospital administrators can do to improve their hospitals. While interpretation of my analyses of these Big Data are debatable, the data are what they are.
I have highlighted some key findings below (with accompanying blog posts) that provide value for different constituencies: 1) healthcare consumers can find the best hospitals, 2) healthcare providers can focus on areas that improve how they deliver healthcare, and 3) healthcare researchers can uncover deeper insights about factors that impact the patient insights, health outcomes and best practices.
Healthcare Consumers Can Use Interactive Maps of US Hospital Ratings to Select the Best Provider . Healthcare consumers can use interactive maps to understand the quality of their hospitals with respect to three metrics: 1) Map of US hospitals on patient satisfaction , 2) Map of US hospitals on health outcomes , and 3) Map of US hospitals on process of care . Take a look at each to know how your hospital performs.
Hospitals Can Use Patient Surveys to Improve Patient Loyalty . Hospitals might be focusing on the wrong areas to improve patient loyalty. While researchers found that hospitals’ top 3 priorities to improve the patient experience are focused on 1) reducing noise, 2) improving patient rounding and 3) the improving the discharge process and instructions, analysis of HCAHPS survey results show that hospitals will likely receive greater return on their improvement investment (ROI) if they focus on improving the patient experience along these dimensions: 1) pain management, 2) staff responsiveness and 3) staff explaining meds .
Read the rest of the article
Check out this follow up article which highlights the Top 10 blog posts focusing on Big Data, Patient Experience and Customer Metrics.
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Recent Blog Posts 15 Key Pre-Service Steps to Create a Patient-Centric Revenue Cycle January 22, 2019 Will Medical Providers Benefit from Fair Isaac’s New UltraFICO Score? December 11, 2018 Think like a Patient to Create a Patient-Centric Revenue Cycle December 4, 2018 5 Key Strategies for Increasing Out-of-Network Reimbursements August 23, 2018 Comprehensive Revenue Integrity Strategies Offer Robust ROI July 9, 2018 The Quality Payment Program Revisited April 24, 2018 The Idioms of Healthcare Delivery in 2018 April 11, 2018 CMS announces two new initiatives: Blue Button 2.0 and MyHealthEData March 8, 2018 Webinar – Preparing your Coding Roadmap and Plan for 2018 January 17, 2018 Solid Revenue Integrity Strategies Offer Robust ROI January 17, 2018 Webcast – Review Coding Lessons Learned from 2017 and the Opportunities for Improving Production and Quality in 2018 January 4, 2018 Consumers Undeterred by ACA Funding Cuts Designed to Assist Them November 14, 2017 As Payment Responsibility Rises, Consumers Expect More from their Healthcare Experience November 1, 2017 Webinar – Don’t Slip Up and Make Critical HCC Coding Errors (Understand Lessons Learned from an HCC Audit Case Study) October 17, 2017 Disproportionate-Share Hospital Payment Reductions Threaten Safety-Net Hospitals’ Finances October 13, 2017 Understanding the Graham-Cassidy Healthcare Bill Proposal September 25, 2017 Emergency Waivers Help Providers Care for Hurricane-Affected Patients September 14, 2017 Hurricane Harvey’s Created a Public Health Catastrophe September 6, 2017 New Rescheduled Date – Don’t Miss This Webinar: HCC Coding and Auditing Strategies August 30, 2017 CMS Seeking Comments for Abandoning Cardiac Bundles and Limiting CJR Model August 18, 2017
15 Key Pre-Service Steps to Create a Patient-Centric Revenue Cycle January 22, 2019
Will Medical Providers Benefit from Fair Isaac’s New UltraFICO Score? December 11, 2018
Think like a Patient to Create a Patient-Centric Revenue Cycle December 4, 2018
5 Key Strategies for Increasing Out-of-Network Reimbursements August 23, 2018
Comprehensive Revenue Integrity Strategies Offer Robust ROI July 9, 2018
The Quality Payment Program Revisited April 24, 2018
The Idioms of Healthcare Delivery in 2018 April 11, 2018
CMS announces two new initiatives: Blue Button 2.0 and MyHealthEData March 8, 2018
Webinar – Preparing your Coding Roadmap and Plan for 2018 January 17, 2018
Solid Revenue Integrity Strategies Offer Robust ROI January 17, 2018
Webcast – Review Coding Lessons Learned from 2017 and the Opportunities for Improving Production and Quality in 2018 January 4, 2018
Consumers Undeterred by ACA Funding Cuts Designed to Assist Them November 14, 2017
As Payment Responsibility Rises, Consumers Expect More from their Healthcare Experience November 1, 2017
Webinar – Don’t Slip Up and Make Critical HCC Coding Errors (Understand Lessons Learned from an HCC Audit Case Study) October 17, 2017
Disproportionate-Share Hospital Payment Reductions Threaten Safety-Net Hospitals’ Finances October 13, 2017
Understanding the Graham-Cassidy Healthcare Bill Proposal September 25, 2017
Emergency Waivers Help Providers Care for Hurricane-Affected Patients September 14, 2017
Hurricane Harvey’s Created a Public Health Catastrophe September 6, 2017
New Rescheduled Date – Don’t Miss This Webinar: HCC Coding and Auditing Strategies August 30, 2017
CMS Seeking Comments for Abandoning Cardiac Bundles and Limiting CJR Model August 18, 2017
Revenue Cycle News Review Credential MyDoc says: "This blog is written by Phil C. Solomon, a longtime healthcare finance and revenue cycle management professional who brings two decades of experience to his posts. Solomon’s blend of knowledge, passion, and executive experience in the industry means that he’s a go-to guru for interesting insights in the field.
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