This document provides three ways for hospitals to improve their HCAHPS scores and avoid Medicare penalties: 1) Understand patients' full experiences through experience mapping; 2) Align the organization's culture around placing patients at the center; and 3) Use real-time measurement systems like customer experience dashboards to track and improve service delivery. It also lists upcoming healthcare conferences and invites the recipient to networking dinners during the conferences.

1. JANUARY 2013
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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. 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
www.endeavormgmt.com l jmckeever@endeavormgmt.com
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