The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions
The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has become a key metric used by organizations and patients to evaluate patient experience. Readmissions also continue to be a metric used to evaluate performance because of the added cost to both healthcare systems...
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
The Beryl Institute
2014-11-01
|
| Series: | Patient Experience Journal |
| Subjects: | |
| Online Access: | https://pxjournal.org/journal/vol1/iss2/12 |
| _version_ | 1819040817595023360 |
|---|---|
| author | Fadi Hachem Jeff Canar Francis Fullam Andrew Gallan Samuel Hohmann Catherine Johnson |
| author_facet | Fadi Hachem Jeff Canar Francis Fullam Andrew Gallan Samuel Hohmann Catherine Johnson |
| author_sort | Fadi Hachem |
| collection | DOAJ |
| description | The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has become a key metric used by organizations and patients to evaluate patient experience. Readmissions also continue to be a metric used to evaluate performance because of the added cost to both healthcare systems and patients. Both measures are also seen in programs such as Value Based Purchasing that have an effect on hospital reimbursements. Previous studies have demonstrated a relationship between patient perceptions and quality of care, and have found patients to be reliable evaluators of their care. While good communication and positive provider relationships have been related to higher satisfaction and higher rates of treatment compliance, past research has been limited to evaluating the relationship between readmissions and satisfaction at an organizational level. This retrospective, cross-sectional study will examine the relationship between communication and discharge HCAHPS questions and readmissions at 30 days, specifically at the patient level. Of the eight HCAHPS questions analyzed, higher scores on questions regarding “nurses listening” and “doctors explaining information” were linked to a decreased risk of readmission, while higher scores regarding “help after discharge” were linked to an increased risk for readmission. These results show the importance that a patient’s severity of illness and hospital procedures have on explaining HCAHPS results. This study’s seemingly paradoxical findings suggest the need to recognize potential trade-offs when reviewing HCAHPS results and using them to drive patient experience initiatives. |
| first_indexed | 2024-12-21T09:15:08Z |
| format | Article |
| id | doaj.art-e19870e2be774610ae32fa501c3d7003 |
| institution | Directory Open Access Journal |
| issn | 2372-0247 |
| language | English |
| last_indexed | 2024-12-21T09:15:08Z |
| publishDate | 2014-11-01 |
| publisher | The Beryl Institute |
| record_format | Article |
| series | Patient Experience Journal |
| spelling | doaj.art-e19870e2be774610ae32fa501c3d70032022-12-21T19:09:10ZengThe Beryl InstitutePatient Experience Journal2372-02472014-11-01The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissionsFadi HachemJeff CanarFrancis FullamAndrew GallanSamuel HohmannCatherine JohnsonThe Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has become a key metric used by organizations and patients to evaluate patient experience. Readmissions also continue to be a metric used to evaluate performance because of the added cost to both healthcare systems and patients. Both measures are also seen in programs such as Value Based Purchasing that have an effect on hospital reimbursements. Previous studies have demonstrated a relationship between patient perceptions and quality of care, and have found patients to be reliable evaluators of their care. While good communication and positive provider relationships have been related to higher satisfaction and higher rates of treatment compliance, past research has been limited to evaluating the relationship between readmissions and satisfaction at an organizational level. This retrospective, cross-sectional study will examine the relationship between communication and discharge HCAHPS questions and readmissions at 30 days, specifically at the patient level. Of the eight HCAHPS questions analyzed, higher scores on questions regarding “nurses listening” and “doctors explaining information” were linked to a decreased risk of readmission, while higher scores regarding “help after discharge” were linked to an increased risk for readmission. These results show the importance that a patient’s severity of illness and hospital procedures have on explaining HCAHPS results. This study’s seemingly paradoxical findings suggest the need to recognize potential trade-offs when reviewing HCAHPS results and using them to drive patient experience initiatives.https://pxjournal.org/journal/vol1/iss2/12patient experiencepatient satisfactionhcahpsquality of carecommunicationreadmissionsdischarge |
| spellingShingle | Fadi Hachem Jeff Canar Francis Fullam Andrew Gallan Samuel Hohmann Catherine Johnson The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions Patient Experience Journal patient experience patient satisfaction hcahps quality of care communication readmissions discharge |
| title | The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions |
| title_full | The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions |
| title_fullStr | The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions |
| title_full_unstemmed | The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions |
| title_short | The relationships between HCAHPS communication and discharge satisfaction items and hospital readmissions |
| title_sort | relationships between hcahps communication and discharge satisfaction items and hospital readmissions |
| topic | patient experience patient satisfaction hcahps quality of care communication readmissions discharge |
| url | https://pxjournal.org/journal/vol1/iss2/12 |
| work_keys_str_mv | AT fadihachem therelationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT jeffcanar therelationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT francisfullam therelationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT andrewgallan therelationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT samuelhohmann therelationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT catherinejohnson therelationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT fadihachem relationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT jeffcanar relationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT francisfullam relationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT andrewgallan relationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT samuelhohmann relationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions AT catherinejohnson relationshipsbetweenhcahpscommunicationanddischargesatisfactionitemsandhospitalreadmissions |