Transformational Leadership in Healthcare


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3 Ways to Improve Your HCAHPS Scores
- and Improve Your Bottom Line

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Transformational Leadership in Healthcare

  1. 1. JANUARY 2013 Like Tweet Forward Brand Strategy // Experience Management 3 Ways to Improve Your HCAHPS Scores - and Improve Your Bottom Line Medicare is continuing its journey to change reimbursement to reward hospitals that perform well on selected measures and penalize those that don’t. Recently, Medicare announced bonuses and penalties for hospitals across the country, measured by the HCAHPS program. Some hospitals are facing significant Medicare penalties – and could lose millions in reimbursements this year – for higher readmissions and falling short on quality standards, according to federal data. If you want to be on the bonus side of the equation, here are three ways to help improve your HCAHPS scores. 1. Understand your customers’ full scope of experiences with your hospital. If you haven’t implemented an experience mapping system to track patient experience across the continuum of care, here is a tool to get you started. 2. Align your organization to place the patient in the center of all you do. Culture alignment helps your organization consistently meet the needs of your patients. These tools will help you understand your current culture and shift to meet changing market needs. 3. Use real-time measurement systems to track and improve service delivery. Consider a customer experience dashboard to tell you what your customers are thinking and to allow you to influence and enhance your relationships by immediately responding to what they are saying. Survey results are provided in real time and are escalated for real-time action, which enables you to react immediately to your customers’ concerns.
  2. 2. Are you attending any of these upcoming healthcare conferences? We would like to extend an invitation to our informal networking dinners that will be held during these conferences. Please email us for the details and to reserve your spot. Feb. 24 – 28 Forum for Healthcare Strategists Physician Strategies Summit, Orlando John McKeever, Executive Vice President, is presenting. March 11 – 14 American College of Healthcare Executives, Chicago March 17 – 20 Children’s Hospital Association Creating Connections Conference, Orange County, CA March 21 – 23 Alliance for Independent Academic Medical Centers, Naples, FL l Having trouble viewing this e-mail? View it in your browser If you do not wish to receive any updates, click here to unsubscribe