The HCAHPS Imperative for Creating a
Patient-Centered Experience
HCAHPS is more than just a patient experience survey, it is a call to action for healthcare leaders and staff to achieve patient-centered excellence - placing patients at the center our work every patient, every time. It mandates accountability for the hospital experience based on patient’s perceptions. Yet we are often asked by healthcare leaders, “How can we achieve sustainable improvement in our scores? What strategies do we use to create consistency in our processes and outcomes, from the Boardroom to the bedside?"
Improving the patient experience is the right thing to do, and has been proven time-and-again to drive quality outcomes and profitability. With the arrival of value-based purchasing, ignoring patient-centeredness and the implications of HCAHPS will result in devastating financial consequences for healthcare organizations.
Baptist Leadership Group offers practical, actionable tools, tactics and best practices to immediately impact the patient experience and drive results, because we know that what we teach works. Our healthcare partners across the country average 25 percentile points above the national average for HCAHPS.
For more information about why HCAHPS matters and how we can help you drive top box scores for your healthcare organization, contact Marcy Vlachos at 850.469.7857 or
marcyv@bhclg.com.
Rapid HCAHPS Diagnostic
Take our brief survey and our expert analysts will prepare your diagnostic report including our summary findings, and priorities and recommendations to overcome your greatest challenges in achieving top box scores. Analysis and report preparation takes 10 business days to complete. We will contact you directly to deliver your results personally to you and your team.
National HCAHPS Expert
Practice Leader
Katie has specialized expertise in the area of HCAHPS – why it matters, interpreting your data, and the solutions that drive top box results.
by Baptist Leadership Group
Katie Owens, Lead Author
Contributions from the BLG team of subject matter experts.
In our new book, we focus on the urgency of HCAHPS to create a burning platform for patient-centered excellence. We introduce practical, evidence-based tools, tactics and processes that help you create alignment and effective execution by equipping the entire “continuum of care” to create a patient-centered experience. We share how you can create line-of-sight and ownership for keeping the patient at the center of your work, across each mission-critical role in your organization, from the Senior Team to the front line staff. Ultimately, we tell you how the measurement processes and tools that we have pioneered can help you improve and sustain your HCAHPS performance for long-term service, operational and financial success.
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Katie Owens
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