Although HCAHPS surveys are mandatory, the trend is moving toward meeting minimum HCAHPS survey requirements and supplementing with alternative real-time feedback solutions. Hospitals invest a significant amount of money with HCAHPS survey vendors to meet the regulatory requirements. However, due to the low return rates (13% – 20%) and delayed feedback(averages 20-30 days after discharge), it is challenging to utilize the data to effectively manage key initiatives such as experience, outcomes, and loyalty.
High-performing organizations are moving to real-time data-capture from companies like PREMEDEX. A blend of human outreach and automated outreach is used to increase engagement, enhance the patient journey and deliver immediate insights. The data below is from Oct 1 to Jan 31 at a 900+ bed medical center. The program targets select patients discharging from inpatient and outpatient departments. Key metrics:
12,123 patients received timely communication
81.3% connection rate with patients
75.9% completed the survey assessment
919 issues identified for service recovery or clinical support
99% of issues were tracked to closure within 24 hours
1,700+ nursing hours per month redirected to more intense patient care
Customer exceeded HCAHPS goals in every area (see chart at top). Actual data displaying HCAHPS scores for patients who receive the PREMEDEX real-time follow-up (YES Column) compared to those who don’t (NO Column).
This program blended patient experience and clinical compliance in order to identify service recovery and discharge instruction / symptom management reinforcement. Reallocating a portion of spend from HCAHPS surveys to real-time feedback solutions generates a much higher return on investment and provides better data for experience, staff recognition, referral management, and reputation management initiatives.
Contact PREMEDEX today to learn more or call 877-784-7388 to arrange a free consultation.