Track patient satisfaction
Determine which company your facility uses to track patient satisfaction (i.e. Press Ganey or a competitor). Identify how the company was chosen, how patients are selected to receive a survey or do 100% of patients receive the survey, how are surveys sent out (electronic or paper), what is the return rate on surveys, what does the facility do with the data, how meaningful does the organization perceive the data to be, and how is data feedback provided to providers and front line staff? You may also provide an example of when something was changed, modified or put in place as a result of CAHPS data. You may also explore the Medicare Website and compare multiple hospitals to look at data. (https://www.medicare.gov/hospitalcompare/search.html(Links to an external site.)
It is important that the assignment is to be completed with original thoughts and supported by authoritative sources through use of citations and references, following
Sample Solution
Our facility uses Press Ganey to track patient satisfaction. The decision to choose Press Ganey was based on a number of criteria such as cost, reputation within the healthcare industry, and its established customer service team who are available for support whenever needed. In terms of how patients are selected to receive a survey, we use a random sample approach in order to accurately represent our patient population; however 100% of patients will eventually be surveyed over time. Surveys can be sent out via email or paper depending on the preference of the patient and their contact information.
The return rate on surveys is typically around 25-30%, which is standard for the industry. We take the data from each survey seriously, assessing it in order to identify areas where we can improve our services or processes in order to provide better care for our patients. The data received from these surveys is meaningful for us because it helps us understand how our services are being perceived by those that matter most: our patients!
Data feedback is provided regularly at all levels within our organization – from front line staff right up through senior management – so that everyone has an understanding of where improvements can be made and what changes have already been implemented with successful results. We also make sure that individual physicians know what their personal satisfaction ratings look like so they can see how their own performance compares against peers across the organization.
