Patient Experience and Satisfaction

In this course we will address the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey, patients’ expectations as consumers, and the role revenue cycle team members play in a patient’s experience and satisfaction. We’ll also review the impact that failed communication, poor customer service and quality breakdowns may have on patient satisfaction and revenue cycle outcomes.

Estimated course completion time: 30 minutes.

Learning Objectives:

• Identify the objective of the HCAHPS initiative
• Discuss patients’ expectations related to the revenue cycle
• Understand the HCAHPS survey and impact of communication and customer satisfaction
• Apply the strategies used by revenue cycle leadership and staff in improving overall patient experiences
• Identify the hard and soft costs to the provider of poor quality patient experiences

General Program Information