The Hospital Consumer Assessment Of Healthcare Providers And Systems ( Hcahps ) Survey

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In recent years, there has been a marked change in the inpatient hospital experience. No longer are hospitals reimbursed solely as a fee-for-service from insurance companies. There has been a move to a pay-for-performance model (Knudson, 2013, C8). Hospitals are no longer being reimbursed for the additional treatment cost of “never events” such as injuries from falls, infections from urinary catheters, and pressure ulcers that are acquired during a patient’s stay (Agency for Healthcare Administration, 2012). The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is utilized to ensure accountability. Patients are surveyed after their discharge to assess how well hospital staff is meeting core measures, such as pain control, communication with nurses and staff, and how quickly needs were addressed (Centers for Medicare & Medicaid Services, 2013).
The nurses providing direct patient care play a key role in how well the hospitals are meeting these goals, and therefore have a direct influence on patient outcomes and hospital revenue. The challenge in these times of increased stewardship by hospital organizations is to balance the operating expense of nurses with the revenue received by meeting patient outcomes and satisfaction. Patient to nurse ratios, acuity levels of patients, and the effectiveness of nurses in completing nursing tasks all influence the quality of care that is received by patients (Hinno, 2011, p. 1584). When making patient
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