Step Aside HCAHPs: Questions They Forgot to Ask

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  • 1. Step Aside HCAHPS—The Other Questions Hospital Executives Should Be Able To Answer paulroemer@gmail.com
  • 2. 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 ‘unsurveyed’; outpatients, discharged patients, former patients and prospective patients Step Aside HCAHPS A remarkable experience for every patient every time 2
  • 3. Hospital should have a global patient experience strategy 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 A remarkable experience for every patient every time 3
  • 4. Someone’s experience of your hospital begins and ends with access. • If the hospital cannot even provide meaningful responses when someone calls to schedule an appointment, it may not matter how noisy the hospital is because that person will not become a patient. Step Aside HCAHPS A remarkable experience for every patient every time 4
  • 5. 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 a Person’s Encounter (TQE) TQE = Patient Experience (HCAHPS) + All Other Interactions Things to Know About Patient Experience A remarkable experience for every patient every time 5
  • 6. Total Quality of a Person’s Encounter (TQE) A remarkable experience for every patient every time 6 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 prospects leave w/o buying Unsatisfied patients don’t return or refer Hospitals ignore much of an individual’s experiences and the opportunities to increase their satisfaction, the dark blue areas.
  • 7. 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 A remarkable experience for every patient every time 7
  • 8. To increase TQE, hospitals should be able to answer these questions: Question 1: What are your hospital’s patient touchpoints before, during, and after hospitalization A remarkable experience for every patient every time 8
  • 9. To increase TQE, hospitals should be able to answer these questions: Question 2: Which patient touchpoints are most frequented A remarkable experience for every patient every time 9
  • 10. To increase TQE, hospitals 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 A remarkable experience for every patient every time 10
  • 11. To increase TQE, hospitals should be able to answer these questions: Question 4: What percentage of your hospital’s patients does it retain A remarkable experience for every patient every time 11
  • 12. To increase TQE, hospitals should be able to answer these questions: Question 5: What percentage of your hospital’s patients refer other patients A remarkable experience for every patient every time 12
  • 13. To increase TQE, hospitals should be able to answer these questions: Question 6: What is the lifetime value of a patient over 25 years ($200,000 to $250,000) A remarkable experience for every patient every time 13
  • 14. To increase TQE, hospitals should be able to answer these questions: Question 7: What is the ROI of a patient’s family A remarkable experience for every patient every time 14
  • 15. To increase TQE, hospitals should be able to answer these questions: Question 8: Do more people visit your hospital’s website every day than visit your hospital A remarkable experience for every patient every time 15
  • 16. To increase TQE, hospitals should be able to answer these questions: Question 9: Can people access your hospital whenever they want on whatever device they want A remarkable experience for every patient every time 16
  • 17. To increase TQE, hospitals should be able to answer these questions: Question 10: What percentage of people call your hospital that you never hear from again A remarkable experience for every patient every time 17
  • 18. To increase TQE, hospitals should be able to answer these questions: Question 11: What percentage of people visit your website that you never hear from again A remarkable experience for every patient every time 18
  • 19. To increase TQE, hospitals should be able to answer these questions: Question 12: What are the biggest gaps with access A remarkable experience for every patient every time 19
  • 20. To increase TQE, hospitals should be able to answer these questions: Question 13: Does the hospital have an effective definition of TQE for its health system A remarkable experience for every patient every time 20
  • 21. To increase TQE, hospitals should be able to answer these questions: Question 14: Why did the hospital’s patients choose your hospital A remarkable experience for every patient every time 21
  • 22. To increase TQE, hospitals should be able to answer these questions: Question 15: Why did prospective patients choose a different hospital A remarkable experience for every patient every time 22
  • 23. To increase TQE, hospitals should be able to answer these questions: Question 16: Why did patients choose not to return to your hospital A remarkable experience for every patient every time 23
  • 24. To increase TQE, hospitals should be able to answer these questions: Question 17: What could the hospital change to create ‘patients for life’ A remarkable experience for every patient every time 24
  • 25. To increase TQE, hospitals should be able to answer these questions: Question 18: What percentage of patients who call the hospital have their needs met during the call (this answer may astound you) A remarkable experience for every patient every time 25
  • 26. To increase TQE, hospitals should be able to answer these questions: Question 19: What is being said about your hospital on the internet A remarkable experience for every patient every time 26
  • 27. To increase TQE, hospitals should be able to answer these questions: Question 20: What touchpoints should the hospital be benchmarking regarding TQE A remarkable experience for every patient every time 27
  • 28. To increase TQE, hospitals 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) A remarkable experience for every patient every time 28
  • 29. To increase TQE, hospitals should be able to answer these questions: Question 22: What is the ROI of the hospital’s business development and sales and marketing group A remarkable experience for every patient every time 29
  • 30. To increase TQE, hospitals should be able to answer these questions: Question 23: What are the top three things your hospital could do to improve family experience A remarkable experience for every patient every time 30
  • 31. To increase TQE, hospitals 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 A remarkable experience for every patient every time 31
  • 32. To increase TQE, hospitals should be able to answer these questions: Question 25: Can patients accomplish these same tasks at any time on any device? A remarkable experience for every patient every time 32
  • 33. To increase TQE, hospitals should be able to answer these questions: Question 26: Who designed the hospital’s patient experience strategy, the hospital or the patients A remarkable experience for every patient every time 33
  • 34. To increase TQE, hospitals should be able to answer these questions: Question 27: What would your patients change to improve TQE A remarkable experience for every patient every time 34