In 2001 the Institute of Medicine reported on the need to close the gaping “quality chasm” in U.S. healthcare. The report stressed the importance of delivering patient-centered care.
Over the intervening decade-and-a-half, studies have repeatedly shown that a positive patient perception of their experience inside the healthcare system is closely associated with higher quality care, greater safety inside the hospital and better outcomes.
Today, every healthcare provider is struggling to lift its patient satisfaction ratings. They know a happy patient is usually a healthier one.
Yet caregivers often learn about patient complaints far too late in a hospital stay to affect those perceptions. And that can be costly. Medicare in 2017 will use patient satisfaction scores to determine up to a quarter of the potential 2% penalty—or reward—in its value-based purchasing program.