Archive | Patient Experience

Are U.S. Hospitals Delivering a Better Patient Experience?

By Bob Hayes on November 24, 2014 in Customer Experience Management, Patient Experience, Patient Satisfaction

The Centers for Medicare & Medicaid Services (CMS) use patient feedback about their care as part of their reimbursement plan for acute care hospitals. Under the Hospital Value-Based Purchasing Program, CMS makes value-based incentive payments to acute care hospitals, based either on how well the hospitals perform on certain quality measures or how much the hospitals’ performance improves on […]

Top 10 B.O.B. Blog Posts of 2012: Big Data, Patient Experience and Customer Metrics

By Bob Hayes on December 16, 2012 in Big Data, Customer Experience Management, Customer Metrics, Patient Experience

The field of customer experience management (CEM) has seen much growth in 2012. I tried to keep pace with this growth which, I hope, is reflected in the content of my blog posts this past year. My posts included a variety of topics, ranging from how Big Data principles can help the field of CEM […]

Improving-Patient-Experience-TCELab-Research-Paper

Free Research Report on the State of Patient Experience in US Hospitals

By Bob Hayes on October 2, 2012 in Customer Experience Management, Partner Experience Management, Patient Experience, Patient Satisfaction

Download Free Report from TCELab: 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 (see Hospital Value-Based Purchasing (VBP) program). The purpose of the VBP program is to promote better clinical outcomes for patients […]

Big Data Provides Big Insights for U.S. Hospitals

By Bob Hayes on September 20, 2012 in Big Data, Customer Experience Management, Patient Experience, Patient Satisfaction

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 […]

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 […]

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