Author Archive | Bob Hayes

Customer Loyalty Measures Require Comprehensiveness and Clarity

By Bob Hayes on September 4, 2012 in Customer Experience Management, Customer Loyalty, Customer Metrics

Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using psychometrics as a way of evaluating these “soft” metrics. Psychometrics helps you understand the reliability […]

Figure 2. Patient Experience by Medicare Spending per Beneficiary

A Good Patient Experience Does not Start with Medical Spending

By Bob Hayes on August 29, 2012 in Customer Experience Management, Patient Experience, Patient Satisfaction

Patient experience (PX) has become an important topic for US hospitals. 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). According to QualityNet, the purpoase of the VBP program is to promote better clinical outcomes for patients and […]

Table 2. Correlations between PX metrics and Health Outcome and Process of Care Metrics

Evaluating Hospital Quality using Patient Experience, Health Outcomes and Process of Care Measures

By Bob Hayes on August 13, 2012 in Customer Experience Management, Patient Experience, Patient Satisfaction

Patient experience (PX) has become an important topic for US hospitals. 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 Program). Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their […]

Map of US Hospitals and their Health Outcome Metrics

By Bob Hayes on August 8, 2012 in Customer Experience Management, Measurement, Patient Experience

Using publicly available hospital data, I developed a map to help you easily identify and understand how your hospital ranks with respect to two key outcome measures: 1) Mortality rates and 2) Re-admission rates. These outcome measures were used to calculate new outcome metrics (Survival Rate and Non-Readmission Rate) where higher scores reflected better performance […]

Map of US Hospitals and their Process of Care Metrics

By Bob Hayes on August 7, 2012 in Customer Experience Management, Measurement, Measurement Precision, Patient Experience

Using publicly available hospital data, I developed a map to that ranks US hospitals with respect to how well they follow guidelines, standards of care or practice parameters. This process of care metric is based on medical information from patient records that reflects the rate or percentage across 12 procedures related to surgical care. These percentages […]

How to Use Patient Experience Ratings to Prioritize Your Hospital’s Improvement Initiatives

By Bob Hayes on August 6, 2012 in Customer Experience Management, Patient Experience, Patient Satisfaction

Patient experience (PX) has become an important topic for US hospitals. 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 Program). Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their […]

Big Data Advances in Customer Experience Management

By Bob Hayes on July 30, 2012 in Big Data, Customer Experience Management

I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs. This talk was part of a larger webinar on competitive analytics that was co-sponsored by TCELab and Omega Management. Some of the content below appears on prior blogs but not in […]

Map of US Hospitals and their Patient Experience Ratings

By Bob Hayes on July 9, 2012 in Advocacy Loyalty, Customer Experience Management, Customer Loyalty, Patient Experience, Patient Satisfaction

Hospitals are focusing on improving the patient experience. 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. Under the Hospital Value-Based Purchasing Program (beginning in FY 2013 for discharges occuring on or after October 1, 2012), CMS will make value-based incentive payments to […]

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