The HCAHPS Handbook: Hardwire Your Hospital for Pay-For-Performance Success

by Quint Studer

Hospitals have always felt pressure to provide excellent clinical care. And now that the Patient Protection and Affordable Care Act has been signed into law, that pressure has intensified. Increasingly, hospitals will face financial consequences for failing to live up to patient expectations of quality care. HCAHPS results are directly linked to reimbursement. But they're also a barometer for measuring clinical performance and quality improvement. When hospitals raise their HCAHPS results, they also have fewer falls, lower infection rates, fewer readmissions - all the factors that impact reimbursement. The HCAHPS Handbook is a practical resource filled with actionable tips proven to help hospitals improve patient perception of care. Because it's broken down by HCAHPS composites, readers can zero in on the parts of the survey that need attention. And the book provides a few carefully targeted tactics they can use to improve the results on each question. Best of all, these tactics are foundational. They build on what most hospitals (particularly those that have implemented Studer Group's Evidence Based Leadership framework) are already doing. It's about working smarter, not harder. And ultimately, it's about hardwiring the behaviors and processes that lead to consistent excellence - and creating a culture of always.

310 pages, Paperback

First published October 18, 2010

Reviews

[Julia Wood]

W 84.41

[Naomi · Rating 3 out of 5]

I have to say that this book is just outlining basic customer service in the hospital setting and should be common practice, but there is a reason why Studer group wrote the book. Very simplistic in its approach. I will say that I have preferred books along the line of upping the ante to HCAHPS/patient satisfaction.

[Sean · Rating 5 out of 5]

Basic customer service!

[Robert White · Rating 4 out of 5]

Great HCAHPS guidance.