at least as good as it was supposed to be"
In today’s rapidly changing health care environment improving overall patient satisfaction is a priority in most hospitals. The competitive landscape has changed significantly over the years with potential customers now able to get comparative information they need to make informed choices about hospital care. One of the key sources of information is Hospital Consumer Assessment of Healthcare Providers Systems (HCAHPS) surveys. These surveys are now public and are used by potential customers, physicians and insurance companies who prefer hospitals with the highest ratings.
- Free to choose their healthcare providers
- Better educated and asks more questions
- Has much higher expectations of medical services
- Demands better communication for themselves and their families
- Aware of HCAHPS comparative information
- Positively impact customer retention
- Encourage others to become customers
- Maximize government and insurance reimbursements
- Increase revenues and profits and improve clinical outcomes
- Ultimately determine the hospital's success
The key to success is “managing patient and family expectations” from admittance through discharge. Xperience customized training teaches staff to set clear and achievable expectations, understand and anticipate needs, effectively communicate with everyone, empathize when expectations are not met, provide consistency of support and resolve any issues a customer may have prior to discharge.
They are called customers!
