When it comes to HCAHPS it is important to not only increase HCAHPS on the whole, but also have the ability to target specific domains that might be affecting scores the most. For example quietness is a key HCAHPS domain because when a floor is loud it can mean patients are unable to sleep and they are likely to feel frustrated and give the hospital a poor rating. Realizing there is a quietness problem is only a part of the issue, but due to lack of more in-depth data, hospitals can only ask staff to be quieter and more aware of their noise levels.
If hospital executives have more precise information through patient rounds or patient follow up they can better pinpoint which units and times are most likely to create noise that disrupts a patient’s stay. Having access to the right information around the issue makes it easier to create meaningful actions that have positive outcomes. In most cases it is not every unit that has to be quieter, but instead only the unit decreasing satisfaction scores. Continue reading “Moving the needle on specific HCAHPS domains” »