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May 23, 2023

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

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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. 

 

Goal

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

 

Strategy/Key Initiatives 

  • 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. 

 

Impact/Results 

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

Related Topics
  • Clinical Integration
  • Clinical Staffing
  • Clinician Satisfaction
  • Community Health
  • Community Relationships
  • Data and Analytics
  • Documentation and Revenue Cycle
  • Emergency Medicine
  • Health Equity
  • Hospital Medicine
  • Operational Advancement
  • Quality Metrics
  • Recruiting and Onboarding
  • RVU/wRVU
  • Staffing Shortages
  • Urgent Care

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