Step Aside HCAHPs: Questions They Forgot to Ask
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The document discusses the need for hospitals to look beyond HCAHPS scores when measuring patient experience and satisfaction. It proposes that hospitals should measure their "Total Quality of a Person's Encounter" (TQE), which takes into account a patient's entire experience before, during, and after their hospital visit, including both clinical and non-clinical interactions. The document lists 27 questions hospitals should be able to answer to better understand their TQE, such as what touchpoints have the greatest impact on patient experience, what percentage of patients they retain and receive referrals from, and what patients would change to improve their experience.
Step Aside HCAHPs: Questions They Forgot to Ask
- 1. Step Aside HCAHPS—The Other Questions Hospital Executives Should Be Able To Answer paulroemer@gmail.com
- 2. The two axioms to remember are: 1. HCAHPS are a necessary but not sufficient way of measuring whether patients will ever return to your hospital. 2. HCAHPS do not measure the ‘unsurveyed’; outpatients, discharged patients, former patients and prospective patients Step Aside HCAHPS A remarkable experience for every patient every time 2
- 3. Hospital should have a global patient experience strategy that creates a remarkable experience for two groups of people. • Patients—how do you get them to come back and to refer others • Non Patients—how do you create a remarkable enough experience to get them to become customers You cannot get people to come back who never came. Step Aside HCAHPS A remarkable experience for every patient every time 3
- 4. Someone’s experience of your hospital begins and ends with access. • If the hospital cannot even provide meaningful responses when someone calls to schedule an appointment, it may not matter how noisy the hospital is because that person will not become a patient. Step Aside HCAHPS A remarkable experience for every patient every time 4
- 5. The patient’s experience is an individual experience, however it is reported and managed as though it is ubiquitous. • A patient’s experience is made up of both their clinical and nonclinical interactions with the health system. That experience is greater than the one defined by CMS. Total Quality of a Person’s Encounter (TQE) TQE = Patient Experience (HCAHPS) + All Other Interactions Things to Know About Patient Experience A remarkable experience for every patient every time 5
- 6. Total Quality of a Person’s Encounter (TQE) A remarkable experience for every patient every time 6 Pre Hospitalization Post HospitalizationHospitalization HCAHPS Experiences Non Clinical Experiences; patients, family, friends, parking, food service Website, patient portal, call center, CRM, social media, scheduling, admissions, 2nd opinion, referrals billing, collections, claims, scheduling, therapy, appointments, Unsatisfied prospects leave w/o buying Unsatisfied patients don’t return or refer Hospitals ignore much of an individual’s experiences and the opportunities to increase their satisfaction, the dark blue areas.
- 7. The hospital with the highest HCAHPS score probably does not have the highest TQE score. • Patient Experience, HCAHPS, focuses on improving patient safety and quality • Patient satisfaction focuses on improving patient retention and patient referrals, in other words, sustainability. Things to Know About Patient Experience A remarkable experience for every patient every time 7
- 8. To increase TQE, hospitals should be able to answer these questions: Question 1: What are your hospital’s patient touchpoints before, during, and after hospitalization A remarkable experience for every patient every time 8
- 9. To increase TQE, hospitals should be able to answer these questions: Question 2: Which patient touchpoints are most frequented A remarkable experience for every patient every time 9
- 10. To increase TQE, hospitals should be able to answer these questions: Question 3: Which patient touchpoints have the greatest impact on the Total Quality of the Patient’s Encounter A remarkable experience for every patient every time 10
- 11. To increase TQE, hospitals should be able to answer these questions: Question 4: What percentage of your hospital’s patients does it retain A remarkable experience for every patient every time 11
- 12. To increase TQE, hospitals should be able to answer these questions: Question 5: What percentage of your hospital’s patients refer other patients A remarkable experience for every patient every time 12
- 13. To increase TQE, hospitals should be able to answer these questions: Question 6: What is the lifetime value of a patient over 25 years ($200,000 to $250,000) A remarkable experience for every patient every time 13
- 14. To increase TQE, hospitals should be able to answer these questions: Question 7: What is the ROI of a patient’s family A remarkable experience for every patient every time 14
- 15. To increase TQE, hospitals should be able to answer these questions: Question 8: Do more people visit your hospital’s website every day than visit your hospital A remarkable experience for every patient every time 15
- 16. To increase TQE, hospitals should be able to answer these questions: Question 9: Can people access your hospital whenever they want on whatever device they want A remarkable experience for every patient every time 16
- 17. To increase TQE, hospitals should be able to answer these questions: Question 10: What percentage of people call your hospital that you never hear from again A remarkable experience for every patient every time 17
- 18. To increase TQE, hospitals should be able to answer these questions: Question 11: What percentage of people visit your website that you never hear from again A remarkable experience for every patient every time 18
- 19. To increase TQE, hospitals should be able to answer these questions: Question 12: What are the biggest gaps with access A remarkable experience for every patient every time 19
- 20. To increase TQE, hospitals should be able to answer these questions: Question 13: Does the hospital have an effective definition of TQE for its health system A remarkable experience for every patient every time 20
- 21. To increase TQE, hospitals should be able to answer these questions: Question 14: Why did the hospital’s patients choose your hospital A remarkable experience for every patient every time 21
- 22. To increase TQE, hospitals should be able to answer these questions: Question 15: Why did prospective patients choose a different hospital A remarkable experience for every patient every time 22
- 23. To increase TQE, hospitals should be able to answer these questions: Question 16: Why did patients choose not to return to your hospital A remarkable experience for every patient every time 23
- 24. To increase TQE, hospitals should be able to answer these questions: Question 17: What could the hospital change to create ‘patients for life’ A remarkable experience for every patient every time 24
- 25. To increase TQE, hospitals should be able to answer these questions: Question 18: What percentage of patients who call the hospital have their needs met during the call (this answer may astound you) A remarkable experience for every patient every time 25
- 26. To increase TQE, hospitals should be able to answer these questions: Question 19: What is being said about your hospital on the internet A remarkable experience for every patient every time 26
- 27. To increase TQE, hospitals should be able to answer these questions: Question 20: What touchpoints should the hospital be benchmarking regarding TQE A remarkable experience for every patient every time 27
- 28. To increase TQE, hospitals should be able to answer these questions: Question 21: Does the hospital’s website allow people to accomplish what they want (how do you know) A remarkable experience for every patient every time 28
- 29. To increase TQE, hospitals should be able to answer these questions: Question 22: What is the ROI of the hospital’s business development and sales and marketing group A remarkable experience for every patient every time 29
- 30. To increase TQE, hospitals should be able to answer these questions: Question 23: What are the top three things your hospital could do to improve family experience A remarkable experience for every patient every time 30
- 31. To increase TQE, hospitals should be able to answer these questions: Question 24: Are patients able to accomplish every task online that they could accomplish if they came to the hospital A remarkable experience for every patient every time 31
- 32. To increase TQE, hospitals should be able to answer these questions: Question 25: Can patients accomplish these same tasks at any time on any device? A remarkable experience for every patient every time 32
- 33. To increase TQE, hospitals should be able to answer these questions: Question 26: Who designed the hospital’s patient experience strategy, the hospital or the patients A remarkable experience for every patient every time 33
- 34. To increase TQE, hospitals should be able to answer these questions: Question 27: What would your patients change to improve TQE A remarkable experience for every patient every time 34