HCM 301 Module 8 HCAHPS Survey and Patient Satisfaction Research Discussion – Description
Recall that pay-for-performance programs seek to improve health care quality while lowering costs. In 2006, the Centers for Medicare and Medicaid Services (CMS) implemented a national survey instrument known as the Hospital Consumer Assessment of Healthcare Providers and Services (HCAHPS) to allow patient care experiences to be analyzed at a national level, to increase incentives for hospitals to improve care, and to enhance accountability by increasing transparency of patient care quality.
Research has shown that it is important to adjust the HCAHPS survey scores based on the type of procedure performed and presence of certain services, such as inpatient psychiatric care.
Why might patients who experience longer hospital stays tend to give lower scores on the HCAHPS survey? What factors play a crucial role in patient satisfaction? What further research might be necessary to improve the HCAHPS survey?
Discussion Requirements:
Be sure to post an initial, substantive response by Thursday at 11:59 p.m. MST and respond to two or more peers with substantive responses by Sunday at 11:59 p.m. MST. A substantive initial post answers the question presented completely and/or asks a thoughtful question pertaining to the topic. Substantive peer responses ask thoughtful questions pertaining to the topic and/or answers questions (in detail) posted by another student. Support your statements with logic and at least one credible reference. Post your initial response early and check back often to continue the discussion. Be sure to respond to your peers’ and instructor’s posts, as well. Peer responses
Jessica Hennessy
MondayJul 3 at 3:44pm
Manage Discussion Entry
HCAHPS has become one of the gold standards in patient engagement and satisfaction measurement in the US hospital industry. Patient satisfaction, the way I understand it in healthcare, has to deal with whether the patient’s expectations were met verses a “luxury” experience as one would fill out on a survey about a vacation or dining experience.
The survey asks the following questions and play a crucial role in patient satisfaction:
Four questions about care and communication from nurses
Three questions about care and communication from doctors
Two questions about hospital environment
Five questions about experiences when in the hospital, like communication about medications or help using the bathroom
Three questions about care after discharge, like receiving discharge instructions and communication about care transitions
Two top-box questions about the overall experience and likelihood to recommend the hospital
Three questions about patient education and communication
Patients that experience longer hospital stays tend to give lower scores because they have more chance of experiencing staffing shortages. Another reason may be communication barriers between staff and patients. I would say more research needs to be done on hospital demographics and survey completion.
References
Tevis, S. E., Kennedy, G. D., & Kent, K. C. (2015). Is There a Relationship Between Patient Satisfaction and Favorable Surgical Outcomes?. Advances in surgery, 49(1), 221–233. https://doi.org/10.1016/j.yasu.2015.03.006 AND
Kenzie Weldon
MondayJul 3 at 7:28pm
Manage Discussion Entry
I think that patients who experience longer hospital stays give lower scores on the HCAHPS survey because, firstly, no one likes to wait. Similar to how when you go to hospital for testing of any sort and they tell you that your results will be ready in 5 or so days, those next 5 days are so anxiety filled. On top of this, I think that when people spend longer times in the hospital, it implies that there is still something wrong with the person, so patients may feel like the hospital is not taking care of them quickly enough. Lastly, hospital visits can be expensive and stressful. Patients do not look forward to a stay in a hospital, so right off the bat there is already a negative element to hospital stays. Some factors that play a role in patient satisfaction are communication, control, and expectations (Five, 2018). When a patient enters a healthcare facility, they often have an idea of what they would like to discuss with the physician. In some cases the physician does not give the patient enough time or a comfortable space for them to address their concerns or voice their opinions. This trickles into communication. Allowing the patient to be fully heard and understood makes a huge difference, and so does taking the time to give an explanation of the actions the facility/physician is going to take for them in a way the patient can understand. Some patients have done a lot of research and want to share their thoughts on the reason for their visit. When the doctor relinquishes some of their control and allows for patients to speak freely, the patient feels more valued. Many people have different expectations and different ideas of satisfaction. What might be a long wait time for one patient, may not be for another. I think for this reason, following up with recurring patients to see if the scores they are giving are improving is an important way to improve the survey.
Kenzie Weldon
Five factors that affect patient satisfaction. (June 8, 2018). FPM. https://www.aafp.org/pubs/fpm/blogs/inpractice/ent…
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