Tag Archives | 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 […]

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

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 […]

Improve the Patient Experience to Increase Patient Loyalty

By Bob Hayes on June 11, 2012 in Advocacy Loyalty, Customer Experience Management, Customer Metrics, Patient Experience, Patient Satisfaction

Last week, I wrote about the data that the Federal government is giving away for free. Their intent is to encourage entrepreneurs and developers to build new and innovative products and services. I highly recommend you check out the data.gov site for data in such areas as energy and education and safety. After doing several searches on the data.gov site, I […]

United States of America’s CTO Wants You to Kick Ass with Big Data

By Bob Hayes on June 4, 2012 in Big Data, Customer Experience Management, Customer Loyalty, Customer Satisfaction, Customer Surveys

I recently watched an 8-minute TechCrunch interview of United States of America’s Chief Technology Officer, Todd Park, that got me really excited. It turns out that the Federal government has a lot of free data. In the interview, Mr. Park encourages developers and entrepreneurs to download these data for the purpose of building new products, services, and companies. Park emphasizes […]

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