Investing in Real-time patient feedback: Happier patients = Greater returns

Dollars are shifting to real-time patient engagement programs that contain actionable data. While the regulatory environment requires the HCAHPS survey be conducted, it does not limit the use of the captured insights. In fact, a big part of the regulation is intended to drive greater interaction between health workers and patients. Still, the core of HCAHPS results is significant, as CMS retains 2.0 percent of a hospitals’ Medicare pay and then returns all or part of the money based on a