Boost HCAHPS Scores

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey measures patient perceptions of their hospital experience. Scores have a direct link to the bottom line for hospitals, so many organizations are striving to establish a “culture of always” where every employee feels accountable for patient satisfaction.

Quantitative and qualitative research suggests that hospitals with structured performance management processes and an automated performance management system maintain higher HCAHPS survey scores.

Here are a few reasons why:

  • Automating performance management holds employees accountable to organizational standards

    Once employees join a healthcare organization, they must be encouraged to do a good job. One way to accomplish this is to clearly communicate expectations around HCAHPS related behaviors.

  • Performance management systems lead to greater consistency

    Performance management systems helps organizations incorporate clear performance goals related to HCAHPS into every job description and evaluation. This level of consistency reinforces the importance of service excellence for employees.

  • Employee engagement increases when employees understand how their work contributes to the organization’s success

    Assigning individual goals and capturing performance feedback between evaluations helps employees stay connected to the standards and behaviors that define patient satisfaction.

HealthcareSource Performance Manager is designed to help organizations complete regular performance appraisals. Between evaluations, employees can enter notes about work on specific goals and managers can be proactively reminded to check in with teams. The result–more satisfied patients and higher HCAHPS scores. To learn more, download our white paper: HCAHPS and Performance Management: 5 Strategies to Increase Scores.