Analysis: What’s most important to healthcare consumers
The latest Beryl Institute findings on consumer perspective indicate that failure to invest in the patient experience could cost potential customers.
Earning a 4-start patient-experience rating takes dedication
Main article: Why optimizing the patient experience should be on every C-suite leader’s radar Under Maryland’s hospital rate-setting system, 1% of hospital payment from all payers is based on an organization’s performance on the HCAHPS inpatient survey. “It can be millions of dollars for organizations that can be lost or gained,” says Lisa Allen, PhD,…
How one hospital improved its call-bell responsiveness
Main article: Optimizing the patient experience from the C-suite NewYork-Presbyterian’s comprehensive patient experience strategy has led to year-over-year improvements in key metrics during the past three years, says Rick Evans, senior vice president and chief experience officer. He credits the organization’s rolling, three-year patient experience plan, which defines targets and sets strategies for a variety…
Why optimizing the patient experience should be on every C-suite leader’s radar
Jason Wolf, president and CEO of The Beryl Institute, knows from personal experience how easily a healthcare organization can lose a customer. A few years ago, his wife was mistakenly billed for a $25 copay that she already paid, and then the account was fast-tracked into collections. Despite receiving excellent clinical care, his wife vowed…
Analysis: Why some participants are likely to leave the Oncology Care Model
Some participants in CMS’s Oncology Care Model may exit the program instead of being transitioned into a two-sided risk model.
Analysis: CMS announces ET3 FAQs and request for applications
Chad Mulvany says watching how CMMI’s Emergency Triage, Treat and Transport model rolls out will be interesting because of the potential impact on Medicare ED visits and related inpatient admissions.
Analysis: Another week, another draft surprise bill legislative proposal
HFMA’s Chad Mulvany reviews why the Health, Education, Labor and Pensions committee’s cost-reduction bill released last week misses an opportunity to accelerate the spread of Alternative Payment Models.
How health systems can capture consumers’ attention and loyalty
To succeed in an era of consumerism, healthcare organizations must effectively engage consumers throughout the customer life cycle.
Developing a change agenda for ambulatory care: How consumerism, private-equity investments and partnerships are redefining the market
The shift to an outpatient- and consumer-driven healthcare system requires traditional providers to strategically respond to game-changing trends.
Analysis: How private purchasers can help control healthcare costs
HFMA’s Chad Mulvany reviews results of a recent West Health and Gallup Poll survey of public opinion related to healthcare costs.