CASE STUDY: Improving Patient Satisfaction Scores
RN Communication Critical to HCAHPS Improvements
While there has always been an emphasis on patient satisfaction, recent regulatory changes have made patient experience a priority for healthcare leadership.
A large academic health system had worked for several years to increase patient satisfaction scores with marginal success. Engaging in various onsite educational seminars and management consulting sessions, scores improved but weren’t sustainable.
In this case study, you'll discover how this organization implemented a new patient satisfaction education and assessment program to:
- Increase HCAHPS Scores in 5 key areas
- Achieve an 11% higher Overall Hospital Rating than any other hospital in the state.