How to Improve HCAHPS Scores

As healthcare in the US continues to shift from fee for service to value-based care and other new payment models, hospitals and health systems are rearranging their priorities to match. As a result, patient satisfaction scores are getting more attention from decision-makers than ever before.

HCAHPS scores (Hospital Consumers Assessment of Healthcare Providers and Systems) are a standardized, nationally used methodology for assessing patient satisfaction with their healthcare providers.

The survey was implemented in 2006 and has been used in calculating reimbursement rates since 2012. As a result, improving patient satisfaction scores has become an increasingly important metric for providers, hospitals, and health systems.

Improving Patient Satisfaction Scores

Since HCAHPS scores have a direct effect on a hospital’s bottom line, it’s worth turning over every stone to improve patient satisfaction. Here are a few things hospitals have considered:

Patient Education (Including Meds!)

One of the biggest things the HCAHPS survey covers is patient education. What are your processes for educating patients on their condition and care plan as they prepare for discharge? Is everything a paper print-out, or are you using engaging video content to teach and assess their comprehension?

And don’t forget to specifically provide education on any new medications the patient will be taking, in addition to education about their condition.

Sound Levels

Being able to rest with minimal interruption is one of the biggest priorities for patients’ health—which can be easier said than done in a hospital setting. One way hospitals counteract this is by using sound-masking technology (like the Cambridge QT 600) to provide a steady, peaceful level of ambient noise in their facilities.

Patient Entertainment

Providing the latest entertainment options can also help to improve patient satisfaction. People are used to being able to watch their favorite shows and movies anytime, anywhere. Equipping your facilities with hospital-grade smart TVs, on-demand movie options, and streaming capabilities is a great way to bring the comforts of home to your patients.

Next Steps for Improving HCAHPS Scores

These are just a few of the many things that can affect HCAHPS scores for hospitals and health systems. Care coordination, cleanliness, response times, and a number of other issues can also impact your scores.

At RTG, we offer a variety of solutions that impact patients’ experiences in your facility. Contact us today for more info or to schedule a demo.