Better patient experience, employee engagement can boost hospital finances

Hospitals that improve patient experience and employee engagement may also see financial benefits, two Press Ganey leaders wrote in an article for Harvard Business Review.

The article's authors are:

  • Nell Buhlman, chief strategy officer of Press Ganey
  • Thomas Lee, MD, CMO of Press Ganey

In the article, Ms. Buhlman and Dr. Lee discussed new Press Ganey research, which shows a link between improved performance on two HCAHPS measures and better financial performance for hospitals.  

Hospitals that achieved at least a 1 percent increase in HCAHPS measures for both nurse communication and employee engagement saw their overall HCAHPS rating increase by an average of six points.

Every one-point increase in a hospital's overall rating was also linked to a 0.2 percent increase in net operating profit margin. In other words, a five-point increase in overall HCAHPS score correlates with a 1 percent jump in profit margin.

When critical access hospitals were excluded from the analysis, Press Ganey found every one-point jump in a hospital's overall rating coincided with a 0.4 percent increase in profit margin.

To view the full article, click here.

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