The Hospital Quality Alliance (HQA) and the Centers for Medicare and Medicaid Services (CMS) have developed an acute inpatient survey, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), about a patients’ experience with their hospital care. The goal of this survey is to give consumers a broad look at key aspects of care that are of interest to many patients.
The survey questions ask how often different aspects of care were provided, such as how often a doctor or nurse carefully listened to them. The HCAHPS survey includes 27 questions which will be bundled and reported as 10 “composite scores.”
INTEGRIS Health is committed to providing patient-centered care, which is why we are voluntarily participating in this national public reporting effort. Transparency has long been a priority at INTEGRIS Health. We believe this ideology not only promotes openness and honesty, but accountability as well.
While many hospitals are just now going public with their numbers as a result of this nationwide push, INTEGRIS has been posting patient satisfaction results on our website for almost a year. We even take it one step further by also posting our quality results and information on our pricing.
It matters to us what our patients think of us. We take their opinion and feedback very seriously.
In fact, INTEGRIS Baptist Medical Center was one of the first hospitals in the country to utilize a standardized patient satisfaction survey. We started doing this in 1985. We were Press Ganey’s first client nationwide. *Press Ganey is the largest measurer of patient satisfaction in the United States.
As a result of both of the above mentioned initiatives, being on the forefront of transparency and being one of the first to actively collect data on the patient experience, INTEGRIS has been featured in several national magazines and our leadership has been asked to speak at numerous conferences around the country. We have been used as a model for other hospitals to follow.