Third-Party Patient
satisfaction surveys
To enhance the level of service provided by a hospital, you must first measure quality outcomes. This is essential for quality improvement; it provides a means to define
expertise
Understanding and acting on patient feedback has made Compass One Healthcare the preeminent healthcare Food Services provider in the United States.
what hospitals actually do so that benchmarks can be established and targets can be achieved. In order for hospitals to analyze patient feedback and seek opportunities for improvement, hospitals use many different resources to collect customer feedback. This is often collected by “rounding” on patient rooms, listening to the customers while performing daily operations, and through third-party surveys. Third-party measurement surveys are voluntary surveys distributed to patients post-discharge in order to better understand the patients’ perception of care. Most facilities hire a third-party vendor to distribute patient surveys to gain insight into the patients’ inner thoughts. Unlike adult inpatient HCAHPS and Child HCAHPS, each survey method varies in scoring, method (or mode) of distribution, questions asked, and method of data analytics. Also, unlike a national HCAHPS program, third-party survey data is proprietary to the account and, as previously mentioned, is optional. It is important to note that there is no penalty for facilities that choose
Through information provided to our individual units and clients, Compass One Healthcare facilitates learning and understanding of patient satisfaction surveying, strategies, and provides up-to-date resources for operators and administrators to hone their skills.
not to participate or for those who minimally perform in their third-party patient satisfaction results. The CAHPS Child Hospital Survey (Child HCAHPS) evaluates the experiences of patients (17 and younger) and their parents or guardians with inpatient care. It complements the HCAHPS survey, which asks adult inpatients about their perception of care. The main purpose of the Child Hospital Survey is to address the need to assess and improve the experiences of pediatric inpatients and their parents. The movement toward a standardizing this survey continues to move forward and will soon be a mandatory focus of the Centers of Medicare and Medicaid Services (CMS). We anticipate further standardization of this in the future as national mandates evolve. This third-party information is useful for interpretation of the quality of patient care. Third-party vendors allow hospitals to analyze their data without a predetermined time frame. This allows the hospital to further examine reasons for trends in patient satisfaction, and why some areas perform better. It also helps unit leaders identify opportunities for improvement.
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