step aside hcahps: questions they forgot to ask
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A remarkable experience for every patient every time
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HCAHPS’ questions have hospital executives so focused on the tree that they have lost sight of the forest. The two axioms to remember are:
1. HCAHPS are a necessary but not sufficient way of measuring whether patients will ever return to your hospital.
2. HCAHPS do not measure the ‘unsurveyable’, those people who chose not to come to your hospitals.
Step Aside HCAHPS
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The few trees in the forest on which HCAHPs focuses are grouped into; nursing & doctor communication, staff responsiveness, pain management, communication of medication, discharge information, and hospital environment.
The hospital vendors who portend to help you increase total patient experience (the data sellers, the surveyors, and the coachers) offer solutions that are limited to those same few trees.
Step Aside HCAHPS
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If the hospital’s entire patient experience focus is on HCAHPS’ questions, one would expect hospital executives:
• Knew the questions• Could recite their scores• Would know which questions have the greatest impact on
their scores
Step Aside HCAHPS
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Hospital executives should have a global patient experience mission that creates a remarkable experience for two groups of people.
• Patients—how do you get them to come back and to refer others
• Non Patients—how do you create a remarkable enough experience to get them to become customers
You cannot get people to come back who never came.
Step Aside HCAHPS
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The patient’s experience is an individual experience, however it is reported and managed as though it is ubiquitous.
• A patient’s experience is made up of both their clinical and nonclinical interactions with the health system. That experience is greater than the one defined by CMS.
Total Quality of the Patient Encounter (TQE)
TQE = Patient Experience (HCAHPS) + Patient Satisfaction
Things to Know About Patient Experience
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Total Quality of a Patient Encounter (TQE)
Pre Hospitalization Post HospitalizationHospitalization
HCAHPS Experiences
Non Clinical Experiences;patients, family, friends,parking, food service
Website, patient portal,call center, CRM,social media, scheduling,admissions, 2nd opinion,referrals
billing, collections,claims, scheduling,therapy, appointments,
Unsatisfied prospectsleave w/o buying
Unsatisfied patientsdon’t return or refer
Hospitals ignore much of an individual’s experiences and the opportunities to increase their satisfaction, the dark blue areas.
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The hospital with the highest HCAHPS score probably does not have the highest TQE score.
• Patient Experience, HCAHPS, focuses on improving patient safety and quality
• Patient satisfaction focuses on improving patient retention and patient referrals, in other words, sustainability.
Things to Know About Patient Experience
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To increase TQE, hospital executives should be able to answer these questions:
Question 1:What are your hospital’s patient touchpoints before, during, and after hospitalization
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To increase TQE, hospital executives should be able to answer these questions:
Question 2:Which patient touchpoints are most frequented
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To increase TQE, hospital executives should be able to answer these questions:
Question 3:Which patient touchpoints have the greatest impact on the Total Quality of the Patient’s Encounter
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To increase TQE, hospital executives should be able to answer these questions:
Question 4:What percentage of your hospital’s patients does it retain
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To increase TQE, hospital executives should be able to answer these questions:
Question 5:What percentage of your hospital’s patients refer other patients
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To increase TQE, hospital executives should be able to answer these questions:
Question 6:What is the ROI of a patient over thirty years
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To increase TQE, hospital executives should be able to answer these questions:
Question 7:What is the ROI of a patient’s family
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To increase TQE, hospital executives should be able to answer these questions:
Question 8:Do more people visit your hospital’s website every day than visit your hospital
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To increase TQE, hospital executives should be able to answer these questions:
Question 9:Did your hospital spend more money to make a favorable impression on the hospital’s lobby than on the hospital’s website
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To increase TQE, hospital executives should be able to answer these questions:
Question 10:What percentage of people call your hospital that you never hear from again
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To increase TQE, hospital executives should be able to answer these questions:
Question 11:What percentage of people visit your website that you never hear from again
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To increase TQE, hospital executives should be able to answer these questions:
Question 12:How does the hospital know what the hospital’s patients expect
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To increase TQE, hospital executives should be able to answer these questions:
Question 13:Does the hospital have an effective definition of TQE for its health system
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To increase TQE, hospital executives should be able to answer these questions:
Question 14:Why did the hospital’s patients choose your hospital
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To increase TQE, hospital executives should be able to answer these questions:
Question 15:Why did prospective patients choose a different hospital
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To increase TQE, hospital executives should be able to answer these questions:
Question 16:Why did patients choose not to return to your hospital
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To increase TQE, hospital executives should be able to answer these questions:
Question 17:What could the hospital change to create ‘patients for life’
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To increase TQE, hospital executives should be able to answer these questions:
Question 18:Do people who call the hospital receive a remarkable experience every time they call
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To increase TQE, hospital executives should be able to answer these questions:
Question 19:What is being said about your hospital on the internet
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To increase TQE, hospital executives should be able to answer these questions:
Question 20:What touchpoints should the hospital be benchmarking regarding TQE
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To increase TQE, hospital executives should be able to answer these questions:
Question 21:Does the hospital’s website allow people to accomplish what they want, how do you know
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To increase TQE, hospital executives should be able to answer these questions:
Question 22:What is the ROI of the hospital’s business development and sales and marketing group
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To increase TQE, hospital executives should be able to answer these questions:
Question 23:What are the top three things your hospital could do to improve family experience
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To increase TQE, hospital executives should be able to answer these questions:
Question 24:Are patients able to accomplish every task online that they could accomplish if they came to the hospital
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To increase TQE, hospital executives should be able to answer these questions:
Question 25:Can patients accomplish these same tasks at any time on any device?
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To increase TQE, hospital executives should be able to answer these questions:
Question 26:Who designed the hospital’s patient experience strategy, the hospital or the patients
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To increase TQE, hospital executives should be able to answer these questions:
Question 27:What would your patients change to improve TQE
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To increase TQE, hospital executives should be able to answer these questions:
Question 1:
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To increase TQE, hospital executives should be able to answer these questions:
Question 1: