Hospital CAHPS Services
The measurement of patient satisfaction will be going through some interesting changes in the coming year due to the implementation of HCAHPS®, a national patient survey initiative designed to give consumers more insight when making healthcare decisions.
Potential customers will be able to visit a web site and view a hospital’s patient satisfaction scores along-side those of other facilities in the surrounding area to make better decisions about where they choose to receive healthcare services. While this is obviously a remarkable tool for the consumer, it makes the need to formalize a process and properly collect the data even more important to stay competitive.
A benefit of this initiative is that any organization participating will be able to benchmark itself against some of its competitors on a consistent set of inquiries. All organizations participating in HCAHPS® have access to this same database, essentially creating one of the largest national patient satisfaction databases available for all survey vendors. This initiative will “level the playing field” when it comes to choosing a partner in this process, and such items as customer service, flexibility, and years of experience become more important for that relationship to succeed.
We offer several options for providing HCAHPS® services. Our recommendation, in most cases, would be to use a stand-alone telephone survey process due to the fact that it is the easiest for the organization and the most cost-effective method available.
By using The Jackson Group’s stand-alone “turn-key” telephone survey services for HCAHPS®, your organization will save a great deal of time and staff effort but yet still remain fully compliant and participative in the national initiative. Plus, the “turn-key” telephone process works as a wonderful supplement to any existing survey processes you may already have in place.
If you already have a written patient survey process in place at your organization, you may wish to have the HCAHPS® survey included in that instrument instead. The Jackson Group can work with you to help you reformat your survey document and still provide the submission and reporting features mentioned above.
We would appreciate the opportunity to speak with you about HCAHPS® and patient surveying in general. If you have any questions, please use the form below to contact or you may speak to us directly by calling 800-554-0373.
The Jackson Group provides your organization with a variety of flexible instruments for gathering readable and useable data.