cia#4 the patient experience
Post on 07-Aug-2015
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The Patient ExperienceThe Nurse’s Role
The Patient Experience
Nurse have an opportunity to:• educate• motivate• inspire
The Perception of Service ReceivedThe Perception of Service Received
Patient experience is the patient’s perception of service received.• Every touch or interaction• From admission to discharge
Financial Ramifications
HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey to measure patient perceptions of their hospital experience.1
– Allows for comparison of hospitals – Calculate payments for federal reimbursement
The Human Connection
The best satisfaction scores result when patients feel genuinely cared for and cared about.2 Patients are often too overwhelmed or intimidated to process information, and nurses provide the compassionate, trusting link to all aspects of patient care.
Nurses Impact the Patient Experience
• This impact can be measured by HCAHPS survey– 10 measures of patient perspectives of care– Nurses have an impact on all measures
Nurse
Nurse Communication
Doctor Communication
Cleanliness
Quietness
Staff Responsiveness
Pain Management
Communications about Meds
Discharge Information
Overall Rating of Hospital
Willingness to Recommend
10 Measures of HCAHPS Survey
The Nurse’s Role
• Provider of direct patient care• Educator• Patient advocate• Direct link to HCAHPS measures
– Improves patient satisfaction– Impacts patient perceptions– Ensures a positive patient experience
References1. Improving Patient Satisfaction. (2011, September 6). HealthLeaders Media.
Retrieved from http://www.healthleadersmedia.com/print/NRS-270551
2. The HCAHPS Survey – Frequently Asked Questions. (2013, April 10). Centers for Medicaid and Medicare Services. Retrieved from http://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS.html
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