• How to Improve on the HCAHPS Patient Satisfaction Survey

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    The patient satisfaction survey, HCAHPS, reflects patients’ perspectives of their hospital experience. The survey results are used to compare hospitals to each other using measures that are significant to healthcare consumers. HCAHPS scores ...

  • To many physicians and nurses, their hospital’s effort to create a better patient experience seems to introduce a tidal wave of change and inconvenience.  While there are some valid concerns, there are probably more misperceptions and ...

  • More hospitals than ever before are recognizing the imperative of creating better patient satisfaction in their institutions.  While the Affordable Care Act has enforced a “pay for performance” environment through its HCAHPS Surv...

  • Patients As Customers?

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    Is it too far fetched to treat our patients as if they were visiting a five-star restaurant?  Not necessarily in today’s healthcare world. It is natural for us to hold on old habits.  We have our comfort zones whether they r...

  • Patient Experience Awareness Is Everywhere

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    Over the last few years, the term “patient experience” has become a more recognized focus for hospitals, clinics and physician offices.  It is sometimes synonymous with patient satisfaction, patient centered care, and patient eng...

  • Nonverbal Communication

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    Nonverbal communication is the single most powerful form of communication.   There are three main channels of communication (Eggert, 2012).  The meaning of the words represents 7% of the message; how the words are said accou...

  • Effective Communication: Often Overlooked, Misunderstood

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    Many people consider themselves to be good communicators, but do not truly understand the skills required to be effective communicators.  Think back on your experience with high school or college instructors.  How many of them would sim...

  • HCAHPS – The Hospital Perspective

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    Patient experience / patient satisfaction is one of the top 3 priorities of hospitals over the next 3 years, according to the March 2011 Beryl Institute survey of 790 hospital executives. HCAHPS (Hospital Consumer Assessment of Healthcare Provide...