Patient Experience

Posted on Sep 2, 2021 in Announcements | 0 comments

Below are our patient experience scores from the HCAHPS patient satisfaction surveys. MD Communication is the black line and represents the monthly overall score for this domain. The blue line is answering the question “How often did your doctor explain in a way you could understand?” The green line is the CMS 50th percentile. I sure feel that we provide better than average care, but these numbers suggest we are just below it.

So what can we do to improve?

Hospitalist Paul Cheung interviewed a group of high performing doctors to learn best practices on improving patient satisfaction.  Here are a few tips he recommends:

  • Anticipate our patients’ fears and address them proactively. For example, “You must be scared by the words ‘heart failure’, well, your heart might be pumping weakly, but it is not about to stop on you.  We will get it pumping normal!”
  • The next step discussion: helping the family and patients understand what will be happening going forward. I like to talk about ‘the plan for the day’ and ‘the plan for the stay’ so the patient and family know what to expect going forward.

 Thanks for all your work on this!

 Leif Hass, MD and the MD Communication Task Force