Improving HCAHPS scores will ultimately lead to HCAHPS and institutional failure if the initiative is approached without an understanding of ultimate improvement goals, according to an article in Forbes.
The most important item on the experience survey is "Would you recommend this hospital to your friends and family?" because higher scores are predictive of future hospital referrals and good business, according to the article.
Scoring well on this item despite average scores on other HCAHPS items is indicative of patient perception of compassion, great medicine, customer-centered efficiency and an overall patient-centered culture.
Therefore, taking a holistic view of HCAHPS scores may be more important to institutional success and quality care than striving to individually improve each item, according to the article.
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