Managing Client / Patient Relationships

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

Patient satisfaction surveys will also help potential patients understand the environment they are about to enter. If a staff is rude and curt than the public will have access to this. Essentially, this will encourage health care providers to give optimal quality of service to each and every patient. Of course, it’s important that a patients expectations are not too grand. Nothing in life is perfect and people should understand this. Busy hours and numerous patients can cause fatigue. After all, health care providers are still human. Perhaps if all physicians were machines then we could expect them all to be perfect. Performance of medical procedures will enlighten a patient of how well a hospital is able to provide a service. This in turn will allow consumers to make the best choice when selecting a facility for providing care. Someone needing back surgery should be able to locate and choose a facility right for them. If a facility performs poorly with back surgeries, the public has a right to know so that they can avoid this. People have the right to make the most well informed decision. Facility treatment of patients should definitely be transparent. If a facility is trying to hide something it can’t be good. People have the right to know how well a facility treats their patients. This also encourages a facility to always do their best. Ultimately, everyone wants

“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient

Customer service involves a consideration of what is needed to treat the customers in a desirable

Healthcare is in a constant state of change with movements that impact rates, access and quality of care. Hospitals have become more competitive due to the rising cost of care delivery and the reduction in reimbursement from payers. This causes difficulty in delivering quality care to all patients, which is being measured by mandated patient perception surveys, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). HCAHPS scores are part of value

With patients today using the threat of reporting low satisfaction rates in the hopes of receiving faster or higher quality care, they seem to have taken the upper hand in some of the decision making of what will take place in the healthcare world (Sullivan). But is it really the survey results that will make the drastic changes that are needed?

patient and family satisfaction could go a long way to advance the quality of patient care throughout the hospital.

Hospitals and insurance providers alike as well as the Centers for Medicare and Medicaid Services (CMS) are aiming to measure the value of health care (Morris, Jahangir, & Sethi, 2013). Improving patient satisfaction not only enhances the care a patient receives overall but it can have a major impact on a hospital’s reputation and financial results as well (Hall, 2008).

Measuring and reporting on patient satisfaction has become an integral part in healthcare and has become an industry of its own. The rising importance of patient satisfaction has not only been a determinant in incentives and reimbursements the hospital will receive (Mehta) and of quality of care for the patients, but it enhances the accountability to provide the quality of hospital care. Hospitals use HCAHPS (the Hospital Assessment of Healthcare Providers and Systems) which is required by CMS to measure patient satisfaction. It is a survey targeted towards patients to receive their feedback and perspectives of hospital care. It is focused to provide valid and up to date information to the public and give hospitals reports on patient expectations to work towards improvement and a greater standard (CMS).

Active engagement of patient and families are critical. Organizations may have patient and family advisory committees, as well as patient surveys to continue to give feedback and improve patient satisfaction. Patient experience drives outcomes and consumers see patient experience, but the influence it will have on how long they engage in the healthcare for the long-term. An active measurement and feedback reporting of patient experience is necessary. The implementation of value based purchasing (VBP) and Random CAHPS surveys have all driven action. Also, the emerging Star rating

Only few studies reported on using the data collected from patients to inform quality improvements and assess the effectiveness of different interventions on experience of care. Although it may be possible to achieve measurable progress in improved patient experience in relatively simple areas, over short periods of time, but it is difficult to sustain these improvements or to leverage more substantial change without a more comprehensive strategy that is organization-wide and regarded as fundamental to organizational success. Such a strategy is likely to require a committed and engaged leadership, a work environment that supports clinicians and other staff in the redesign of patient care using patient survey feedback, and the involvement of patients and families in the process

D-The patient arrived on time for his appointment to meet with this writer. The patient immediately discussed some issues with his employment situation and housing. According to the patient, he is currently not living in his current apartment due to mice infestation. The patient was clearly upset that his landlord is not doing anything to address the matter. Furthermore, the patient is planning to call the Health Department and at this time, searching for another apartment. In the meantime, the patient is currently staying with his girlfriend, but then discussed some of the issues within the relationship as the patient been in the relationship with his girlfriend off and on. This writer validated the patient's feelings and also, support.

I would like to share a couple of examples showing good customer service and bad customer service. Good customer service- A homeless man comes into a public health clinic, and he needs to have services so that he is able to stay in the shelter later on that evening. The clerk assists the patient by getting

Customer Service in Healthcare: Optimizing Your Patient’s Experience states that, “customer service is a person receiving a service or product from another person. Customers buy either goods or services. Healthcare is a government based service and provides patient satisfaction

A healthcare organization’s reputation for its commitment to quality and patient-centered customer service stands as the main criteria for individuals in choosing a healthcare service provider (Stavins,2006). “Therefore, measurement of patient satisfaction and incorporating results to create a culturewhere service is deemed important should be a strategic goal for all healthcare organizations”(Stavins,