Archive | Patient Satisfaction

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 […]

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 […]

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 […]

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 […]

Patient Experience Differences Between Acute Care and Critical Access Hospitals

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

Hospitals are focusing on improving the patient experience as well as clinical outcomes measures. 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 […]

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