Effective Measures All Healthcare Organizations Must Take to Improve Patient Satisfaction Scores

WEST PALM BEACH, Fla. - July 22, 2015 - PRLog -- According to U.S. Census Bureau April 2014 data, that there are 76.4 million baby boomers today. That is a huge market to target and healthcare sector leads many industries vying for baby boomer’s market attention.

Nursing homes, skilled nursing facilities, and assisted living facilities, (collectively known as long-term care facilities, LTCFs) provide a variety of services, both medical and personal care, to people who are unable to manage independently in the community. It is estimated that over 3 million Americans receive care in U.S. nursing homes and skilled nursing facilities each year and nearly one million persons reside in assisted living facilities.

Whether you or your loved one are researching for a LTCFs, the objective is one and the same: to find a facility that offers quality service and truly cares about the community it serves.

Hospitals adhere to the HCAHPS survey, which is also known as the CAHPS® Hospital Survey, or Hospital CAHPS. HCAHPS is the 1^st survey on the national level standard that allows valid comparisons to be made across all hospitals in regards to patient's perspective on care. HCAHPS survey items complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.

The 3 main objectives of HCAHPS survey are:

1. Produce comparable data on the patient's perspective on care that allows objective and meaningful comparisons between hospitals on domains that are important to consumers

2. Create incentives for hospitals to improve their quality of care

3. Enhance public accountability in health care by increasing the transparency of the quality of hospital care provided in return for the public investment.


HCAHPS project has taken significant steps to assure that the survey is credible, useful, and practical by making it available to the public. To differentiate themselves from the competition, each hospital can take initiatives to strive for excellence and commit to process improvement on a daily basis.

HappyOrNot® Customer Improvement and Employee Engagement Measuring System

When you want to track customer satisfaction and hear the voice of the customer, you come to the leader in customer satisfaction management. HappyOrNot Customer Satisfaction Measuring System allows organizations to:

Get immediate feedback at a point of experience

Monitor daily performance with an intelligent cloud-based Reporting Service

Propose corrective timely measures to address arising issues and/or service declines

The globally recognized and trusted 4 Smileys (ranging from very satisfied to very unsatisfied) encourage participation by an unprecedented 20 % of people due to its low commitment, ease of use, and anonymity factor. Patients are able to voice their opinion immediately following the service interaction being tracked, whether in guest lounge areas, food services, or direct staff interactions.

Traditional surveys (phone, paper, online, receipts, etc.), in addition to low participation levels, lose validity as the feedback received is gathered long after the point of interaction happened. Another reason surveys lack effectiveness is due to its time factor. Even 5 to 10 question surveys may be left untouched as people do not have time to dedicate to surveys and rather concentrate on other personal things of importance. What makes HappyOrNot a turnkey solution is the fact that it addresses all of these issues and enables organizations to focus on the strategy of improving patient satisfaction scores and overall operational performance more efficiently.

Learn how HappyOrNot clients in Healthcare sector successfully using customer service measuring system to lead the competition and optimize their government reimbursements. You can download our whitepaper on this industry here (http://www.happy-or-not.com/happyornot-for-healthcare/)

HappyOrNot Clients in the Spotlight

Adventist Health

Grand River Health

Medimmune

PAML

Ochsner (was the 1st healthcare organization in the US to start using service)

Norwalk Surgery Center

Florida Hospital (used service since 2014)

About HappyOrNot

HappyOrNot helps its clients to develop their service experience and sales through continuous monitoring and reporting on customer satisfaction levels. We serve such sectors as retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, financial services, automotive, and public and governmental services. Our service is currently being used by over 1,500 organizations across 60 countries.  HappyOrNot US operations are based in West Palm Beach, FL. To learn more, visit www.happy-or-not.com

Xavier Solutions

Xavier Solutions Inc. is an authorized reseller of HappyOrNot.  Xavier Solutions is a full service consulting firm for retailers, healthcare, managed services, education and building service contractors.  We help our clients operate more efficiently, along with aiding in identifying customer, patient and staff satisfaction level improvement areas. For more information, visit http://www.xavier-solutions.com/

Sources used:

http://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-instruments/HospitalQualityInits/HospitalHCAHPS.html

http://www.pressganey.com/resources/improving-patient-satisfaction-scores