4 Approaches to Improving HCAHPS Scores Through Mobilization

October 27, 2014
134 Views

HCAHPS and mobilization

HCAHPS and mobilization

Patient satisfaction’s impact on reimbursements has many inpatient hospitals focusing on HCAHPS There are many approaches to improving HCAHPS. Improving communications, patient education, collecting better data, and making services and resources within the hospital easier to find and navigate are some of the most cited areas for improvement. One of the simplest enhancements to the care experience that can translate into virtually every area of improvement is mobilization.

  1. Enhancing Communication: Communication with patients should utilize multiple channels. Since mobile is the way the majority of patients communicates with their caregivers and loved ones, it is a logical and convenient extension of the care experience. Communications should not end with the patient, however. Often times it is the caregivers and loved ones who carry the burden of enforcing the care plan that may lack sufficient knowledge of the condition or medication. After proper opt-in procedures have been set, the caregivers can received automated content via text (SMS), email, and web to assist in the care of their loved ones. HIPAA-compliant, secure texting with providers is also an option for safely sharing PHI sensitive information.
  1. Patient Education: There is no shortage of qualified mobile-friendly medical content that is specific to medication or disease state patient education. After the content passes muster with the Chief Medical Officer and then is simplified, it can be distributed conveniently via mobile and web to set reminders for follow-ups and for care plan enforcement. This same approach can be effective for readmissions reductions by providing patients with educational information that enables them to understand their symptoms and better manage their conditions.
  1. Collecting Better Data: HCAHPS survey responses are usually low. Hospitals tend to hear from those that are either least satisfied or most satisfied. Mobile offers a way to capture unique data from patients and loved ones while they are in the facility. There are several ways to incent involvement. These data can be captured and acted upon while the patient is receiving care to help improve to care experience.
  1. Finding and Navigating Hospital Services: Hospitals have increased their focus on the care experience and have added services and amenities to enhance this experience. From upgrades in their cafeteria to enhanced staffing in social services, many patients and loved ones are not aware of all the services that are available to them. Mobile is an efficient way for everyone to learn more about what is available to them and where and when to go. Simple literature or posters placed in rooms can prompt a text chat with a cafeteria or social worker (on or off premises) or lead to a mobile web page that offers quick and easy information gathering without tracking down an already busy staff member.

Ubiquitous use of the mobile phone has transformed the retail, travel, and finance industries, enhancing the consumer experience and brand loyalty. Hospitals seeking to improve on HCAHPS and other quality enhancements could learn from these more traditional consumer industries and adapt a broader use of mobile tools.

Originally posted on GoMo Health

doctor and patient / shutterstock

You may be interested

Balancing Smart Data With Cybersecurity for Hospitals
Hospital Administration
437 views
Hospital Administration
437 views

Balancing Smart Data With Cybersecurity for Hospitals

Kayla Matthews - August 11, 2017

It should come as no surprise that your discussions and interactions with physicians and health professionals influence diagnoses, prescriptions, visit…

4 Ways to Halt Testosterone Problems After 40
Wellness
468 views
Wellness
468 views

4 Ways to Halt Testosterone Problems After 40

JohnHenning - August 10, 2017

Among men of all ages, testosterone is an important hormone for regulating health. Men over the age of 65 tend…

The Growing Concerns About Teenagers’ Mental Health
News
23 shares378 views
News
23 shares378 views

The Growing Concerns About Teenagers’ Mental Health

Annie Qureshi - August 7, 2017

The issue of adolescent mental health problems is a worrying one; although teenagers are stereotypically moody and distant, the number…