Key to Patient Experience Excellence

Course overview

HCAHPS is an acronym for "Hospital Consumer Assessment of Healthcare Providers and Systems." It is the first national, standardized, publicly reported survey of patients' perspectives of hospital care. As hospitals continue to emphasize HCAHPS scores because of reimbursement concerns, staff should emphasize patient experience excellence in order to garner community support and confidence in their providing hospital. This course will look at ways to improve patient experiences through staff behaviors. Upon completion of this webinar, you should be able to: Define HCAHPS. Identify patients who are eligible or ineligible for participating in the HCAHPS Survey. State where HCAHPS Survey Results can be accessed. Distinguish between the key themes of the HCAHPS Survey. Recognize the correlation between patient perception and patient reality. List ways staff can perform, behave or positively contribute to patient experiences.