Earlier this month, The Leapfrog Group published a report titled, What Patients Think About Their Hospitals and Ambulatory Surgery Centers: An Analysis of Patient Experience Surveys.
The report’s most striking highlights point to significant ongoing deficits in the patient experience, despite decades of focus by the healthcare industry.
Topics: Patient Engagement, Patient Experience, patient satisfaction, UbiCare, HCAHPS
In a recent post, we suggested that you Forget the CMS Star Ratings Debate and Focus on Quality Care. But that's not to suggest you should forget about the star ratings themselves. Today's consumers seek out — and attach great importance to comparative ratings that are reported by their peers (think Yelp®, TripAdvisor®, or even Amazon®). A 2018 report from Deloitte, Inside the patient journey: Three key touch points for consumer engagement strategies, reported that more consumers are using quality ratings than in previous years. We must assume the Centers for Medicare & Medicaid Services (CMS) star ratings will be an increasingly important resource for healthcare consumers in the future.
Topics: Patient Experience, patient activation, CMS, star ratings, patient satisfaction, NPS, deloitte, net promoter score, Betsy Weaver, UbiCare, SmarteXp
