Improving HCAPHS scores with a post-discharge follow-up program

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Improving HCAPHS scores with a post-discharge follow-up program

Home » Improving HCAPHS scores with a post-discharge follow-up program

Improving HCAPHS scores with a post-discharge follow-up program

SCP Health Thought Leadership

November 14, 2024

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Partnership Background

An East coast community-based health system with 255 beds, more than 55,000 emergency department encounters, and over 9,000 annual admissions had consistent above-average patient satisfaction scores but fell short of top-percentile ranking.

Goals

Implement a program to achieve and sustain top percentile ranking in patient satisfaction

SCP's Strategies

Engage patients within 24-48 hours of being discharged, allowing for reinforcement of important information including recommended therapies or filling prescriptions
Implement processes to alert hospital staff to possible issues in real-time to minimize the potential for readmissions
Improve data analysis with single-point ownership of identifying, engaging, tracking, and resolving clinical and service issues.

HCAHPS & Post-Discharge Patient Scores

Three months after program launch, the hospital saw increases in all reported HCAHPS domains.

HCAHPS Results

When comparing patient scores between those who engaged post-discharge vs those who were not, engaged patients had increased scores across all reported domains.

Patient Scores

When comparing patient scores between those who engaged post-discharge vs those who were not, engaged patients had increased scores across all reported domains.

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Improving HCAPHS scores with a post-discharge follow-up program

Improving HCAPHS scores with a post-discharge follow-up program

Improving HCAPHS scores with a post-discharge follow-up program