3. The Perception of Service Received
The Perception of Service Received
Patient experience is the patient’s perception of service received.
• Every touch or interaction
• From admission to discharge
4. Financial Ramifications
HCAHPS (Hospital Consumer Assessment of
Healthcare Providers and Systems) survey to
measure patient perceptions of their hospital
experience.1
– Allows for comparison of hospitals
– Calculate payments for federal reimbursement
5. The Human Connection
The best satisfaction scores result when patients
feel genuinely cared for and cared about.2
Patients are often too overwhelmed or
intimidated to process information, and nurses
provide the compassionate, trusting link to all
aspects of patient care.
6. Nurses Impact the Patient Experience
• This impact can be measured by HCAHPS
survey
– 10 measures of patient perspectives of care
– Nurses have an impact on all measures
7. 10 Measures of HCAHPS Survey
Nurse
Communication
Nurse
Doctor
Communication
Cleanliness
Quietness
Staff
Responsiveness
Pain
Management
Communications
about Meds
Overall Rating of
Hospital
Discharge
Information
Willingness to
Recommend
8. The Nurse’s Role
• Provider of direct patient care
• Educator
• Patient advocate
• Direct link to HCAHPS measures
– Improves patient satisfaction
– Impacts patient perceptions
– Ensures a positive patient experience
9. References
1. Improving Patient Satisfaction. (2011, September 6). HealthLeaders Media.
Retrieved from http://www.healthleadersmedia.com/print/NRS-270551
2. The HCAHPS Survey – Frequently Asked Questions. (2013, April 10). Centers for
Medicaid and Medicare Services. Retrieved from
http://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-
Instruments/HospitalQualityInits/HospitalHCAHPS.html
