The Patient ExperienceThe Nurse’s Role

The Patient Experience

Nurse have an opportunity to:• educate• motivate• inspire

The Perception of Service ReceivedThe Perception of Service Received

Patient experience is the patient’s perception of service received.• Every touch or interaction• From admission to discharge

Financial Ramifications

HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey to measure patient perceptions of their hospital experience.1

– Allows for comparison of hospitals – Calculate payments for federal reimbursement

The Human Connection

The best satisfaction scores result when patients feel genuinely cared for and cared about.2 Patients are often too overwhelmed or intimidated to process information, and nurses provide the compassionate, trusting link to all aspects of patient care.

Nurses Impact the Patient Experience

• This impact can be measured by HCAHPS survey– 10 measures of patient perspectives of care– Nurses have an impact on all measures

Nurse

Nurse Communication

Doctor Communication

Cleanliness

Quietness

Staff Responsiveness

Pain Management

Communications about Meds

Discharge Information

Overall Rating of Hospital

Willingness to Recommend

10 Measures of HCAHPS Survey

The Nurse’s Role

• Provider of direct patient care• Educator• Patient advocate• Direct link to HCAHPS measures

– Improves patient satisfaction– Impacts patient perceptions– Ensures a positive patient experience

References1. Improving Patient Satisfaction. (2011, September 6). HealthLeaders Media.

Retrieved from http://www.healthleadersmedia.com/print/NRS-270551

2. The HCAHPS Survey – Frequently Asked Questions. (2013, April 10). Centers for Medicaid and Medicare Services. Retrieved from http://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS.html