HCAHPS…Listen to Patients or Else!

If you are any part of hospital healthcare, you have heard of HCAHPS. If you have not heard of it, you are woefully “out of the loop” so to speak. HCAHPS or Consumer Assessment of Healthcare Providers and Systems is the way in which patients can rate physicians, hospitals, and yes, nurses.

It is a standardized survey that asks adult inpatients about their experiences while in the hospital. It asks patients to rate the hospital and their willingness to recommend the hospital to others. Medicare implemented this survey on a national basis and bases 1% of their reimbursement on survey results. Bad ratings equal less dollars for the hospital.

So what are patients asked about? In a nutshell…just about everything. How did the doctors and nurse treat you? Did you get your questions answered in clear language? Did you get your pain meds? Was the unit quiet at night? Was the hospital clean? Did someone tell you what to do when you went home? And, yes, would you recommend the hospital to a friend?

Since the way in which nurses interact with patients is such an important component of HCAHPS, all nurses need to be aware of the impact they have on the overall rating for a hospital. After all, who wants to work for an organization that is viewed as less than the best place to get great care.

But, on a more important level, every nurse is held to the expectation by the profession to provide patient care using all the skill and empathy the nurse is capable of. A high standard, but one that each nurse should meet because that is the kind of care each patient deserves.

If you are interested in more information about HCAHPS, contact us at www.pprts.com. We love to help healthcare organizations find healthcare professionals who love to give great patient care and who also fit the organization’s culture.

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