Numerous HCAHPS changes are set to take effect Jan. 1, aiming to modernize the survey and increase patient response rates. The survey’s main mode of administration — paper — and its question sets have ...

A new study in JAMA has found that patient-reported pain satisfaction scores on Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys are not associated with rates of ...

Providing an excellent patient experience is tied more closely than ever to reimbursements. This article first appeared in the July/August 2014 issue of HealthLeaders magazine. It has always been a ...

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I have always contended that the experience of care is the total experience, and I go out of my way in my keynotes to look at how the experience impacts everything--billing, patient safety and quality ...

Leaders must address organizational deficiencies before 2% of Medicare payments will be at risk in 2017. This article appears in the October 2015 issue of HealthLeaders magazine. Like it or not, ...

A recent report by Press Ganey identified communication with nurses as a “rising tide” patient experience measure — one that influences a host of other HCAHPS measures, including responsiveness of ...

Since 2008 when the Centers for Medicare & Medicaid Services (CMS) first implemented the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey for U.S. hospitals, the scores ...

HCAHPS measures assessing hospital staff’s responsiveness and hospital cleanliness fell the most during the pandemic as hospitals grappled with severe staffing shortages, according to a study ...

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is the first national, standardized, publicly reported (on the Hospital Compare website at ...

I work in a variety of settings as a keynote speaker and consultant on customer service and the customer experience. And in hospital and healthcare settings, scads of the questions I get are about ...

It is not just physicians who must grapple with the pros and cons of online reviews from their patients. On social media review sites such as Yelp, hospitals are in the public's crosshairs as well.