2013-2014 Consumer Satisfaction Survey Summary

The Hospital Consumer Assessment of Healthcare Providers (HCAHPS) began in 2006 with a 27 question survey that is distributed to discharged patients. This survey process was originally designed to help patients compare hospitals in their area to be able to make an informed choice for their healthcare needs. In January 2013, five additional questions were added to the survey. Beginning this year, Medicare reimbursement rates to a hospital are tied to the hospital’s patient satisfaction scores. Therefore, hospitals are continually looking for ways to improve

The purpose of this paper is to give an overview of two federally and/or state funded programs. The programs that will be discussed are Medicare and Medicaid. In this paper will be information about who receives Medicaid/Medicare, the services offered by these programs, and those long term services that are not.

They stated that these areas have always been a concern for them and are hoping to change things so that way he can grow and eventually work one day. Scott's mother Nancy stated that they recently applied and were excepted for Community Mental Health Services. Scott's services will be starting in January. She stated that Scott will have a supports coordinator through JOAK and will be receiving 22 CLS hours. Nancy stated that their hopes are that Scott's workers can work with him on goals like independence, communication, budgeting, etc. so that way he can focus on

The frequency of services is driven by the mandate as documented in the IEP ( specified number of times/periods per day or week. The duration is usually the entire period (42 mins).

This intervention program will be one hour long every other Wednesday for one semester, followed by a three-month follow-up once a month by phone to

The purpose of this paper is to provide an overview of one healthcare agency's mission, purpose, and services. The agency selected for the report is the Ventura County Health Care Agency. It was chosen for this report because of the wide range of services they offer to clients and the community. Multiple aspects of healthcare are covered by the agency, encompassing numerous levels on the continuum of care. Their website will be analyzed in terms of its effectiveness to consumers.

FSH will have the Director of the program who will operate as the staff who attends all the meetings with the state regarding the movement of all eligible individuals for the program. The director is also in the position of holding the vouchers and monitoring the slots the state has issued for the program. The director will also monitor the referrals and forward eligible referrals to the Program Manager. The Program Manager is to follow up with each referral to FSH program and perform the initial assessment. Once the assessment is complete and it is determined the individual is eligible, the Program Manager will assign the individual to a Psychiatric Rehabilitation Counselor (PRC) who will then engage the individual in Brief Visit(s) (BV) to assist the individual in familiarizing them with the community and assist them in the process in finding housing. The process is 21 days and the individual will become a consumer within the program and be assigned a

The primary purpose of the survey was to ascertain how customers perceived National’s quality of service

Throughout the United States, patient satisfaction has become increasingly significant in the quality of healthcare that is delivered to patients (Bleich, Özaltin, & Murray, 2009). The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is one national survey that has become more widely used in hospitals that measures patients’ perspectives of hospital care today (CMS, 2015). There are two

BTEC Unit 4: Principles of Customer Service M1 task: Compare how two selected businesses satisfy customers Paragraph 1 - Introduction – Customer satisfaction is when a company tries their best to satisfy customers, for instance: a customer wants an item to be sold in the store so they ask the company if they can put it on the shelves and they actually do it which is listening to a customer and satisfying them with hopes that this will gain them more customers, a better reputation and keep the current customers and this is a part of keeping customers in their company. In other words, this is used to maintain their customers in a simple, easy way such as listening to store suggestions and complaints to fix any potential issues the company has.

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Health Plan Survey is a tool used to collect standardized information that analyzes the experience of enrollees' through health plans and their services. The intent is to design a support system that assesses consumer’s performance with the health plans and it allows them to choose the plan that best suits their needs. It was first launched in 1997 and has now become the national standard when it comes to both determining and reporting the experiences of consumers through their health plan. Almost every state conducts this form of standardization and sponsors within the U.S. include health plans, state agencies who regulate health care, as well as federal agencies, such as the Department of Defense and Centers for Medicare & Medicaid Services.

Hospital Consumer Assessment of Healthcare Providers and Systems is a series of patient surveys required by The Centers for Medicare and Medicaid Services (CMS) for all hospitals rating health care experiences in the United States. “The intent of the HCAHPS is to provide a standardized 32-item survey instrument and data collection methodology for measuring patients perspectives on hospital care.” (HCAHPS Hospital Survey) Until the HCAHPS, there were no common metrics and no national standards for collecting and reporting information about patient experience of care. Since 2008, HCAHPS has allowed valid comparisons made across hospitals locally, regionally and nationally.

The self-administered survey will consist of closed ended questions to measure client satisfaction and determine the services clients received. An initial draft of the survey will be pre-tested with 30 participants as done in the Mobile Access Project (Janssen et al., 2009) and the researcher will modify the questions based on feedback prior to administering it to all participants.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?