Move to Real-time Post Discharge Feedback to Improve Patient Experience

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.