Understanding of HCAHPS in an Organization, Essay Example

The improvement of HCAHPS lies in the improved perception of patients towards the care and service they are proffered while in the hospital. The implication here is that all the staff in a health care institution including cleaners, receptionists, accountants, the management, and most importantly the nurses and the physicians has a responsibility in improving the benefits of HCAHPS. Lei and Jolibert (2012) state that perceived quality of care is the main element of patient satisfaction. On its part, a sustained patient satisfaction is needed if the health care institution is to ensure patient loyalty. One way of ensuring that the importance of HCAHPS is understood throughout the institution is through the notices on the notice boards to ensure that everyone working in the institution has the knowledge of how the hospital demands high-quality patient care. The need for excellent patient service will also be put as one of the hospital’s objectives that must be met by every staff member in the institution.

A better way of ensuring that the staff ensures that the patients receive an awesome experience while in the hospital is through rewards and compensation for the staff whose patients report high levels of satisfaction. Recognition of the staff, nurses and physicians will also ensure that they are motivated in their work. A SERVQUAL survey will be done on patients to obtain their perception of the quality of care during their stay in the health institution. The data will be used to reward the workers posting satisfactory results and warn or encourage the workers whose quality of care is perceived poorly by the patients to improve their workmanship (Studer & Robinson, 2010).

References

Lei, P., & Jolibert, A. (2012). A three-model comparison of the relationship between quality, satisfaction and loyalty: An empirical study of the Chinese healthcare system. BMC Health Services Research, 12, 436-436.

Studer, Q., & Robinson, B. (2010). The HCAHPS handbook: Hardwire your hospital for pay-for-performance success. Gulf Breeze, FL: Fire Starter Pub.