HCAHPS Gains Exceed the National Average

CHALLENGE

The HCAHPS survey, a nationally-administered questionnaire, is used to collect data on various aspects of the patient experience. Hospitals draw upon the information gathered from patients to pinpoint areas needing improvement and to monitor progress across dimensions. Because HCAHPS scores impact financial penalties and reimbursements, as well as competitive rankings, hospitals are seeking solutions to improve their scores.

SOLUTION

Focused on optimizing the patient experience, diverse hospitals nationwide partner with CipherHealth to implement proactive patient follow-up programs using CipherOutreach. CipherOutreach is deployed to assess patient recovery upon discharge. These automated outreach calls provide the opportunity for hospitals to quickly address any patient issues in a timely manner, showcasing the organization’s dedication to providing high-quality care. In-depth data then provides targeted, actionable insight into how to drive long-term improvements that achieve Quadruple Aim goals. By proactively addressing patient issues and enabling long-term improvements, these organizations are able to positively impact the patient experience.

RESULTS

Across every HCAHPS dimension, hospitals using CipherOutreach saw gains in top-box scores that were significantly higher than the national average. Communication with Nurses and Willingness to Recommend the Hospital saw notably large gains, 2.1 and 5.2 times greater than the national average, respectively.

Gains in Top-Box HCAHPS Scores

CLIENT: Academic, safety net, urban, suburban, and rural facilities nationwide, PRODUCT: Post-Discharge Follow Up, PROGRAM: Inpatient Program, COMPARATIVE: Oct 2013-Sept 2014, BASELINE: Oct 2010-Sept 2011