Patient Support Program

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has become the first national, standardized, publicly reported survey of patients’ perspectives of hospital care. Its purpose is to give consumers more insight when making healthcare decisions. Potential customers will be able to visit a web site and view a hospital’s patient satisfaction scores along-side those of other facilities in the surrounding area to make better decisions about where they choose to receive healthcare services. While this is obviously a remarkable tool for the consumer, it makes the need to formalize a process and properly collect the data even more important to stay competitive.

The Patient Support program utilizes this methodology by incorporating the Health Care Apprentice Program to collect data and generate monthly patient satisfaction reports. Adequate customer attention is a key ingredient in providing each patient with a unique and enjoyable experience while under care at your facility. Designated apprentices/interns are selected and trained to properly round, interact and respond to any patient concern. The departments elected to participate in the study are at the complete discretion of the client. We will provide an onsite manager to administer and oversee all elements associated with this program from its development, implementation and successful monthly reporting.

A benefit of this initiative is that any organization participating will be able to benchmark itself against some of its competitors on a consistent set of inquiries. All organizations participating in HCAHPS® have access to this same database, essentially creating one of the largest national patient satisfaction databases available for all survey vendors. This initiative will “level the playing field” when it comes to choosing a partner in this process, and such items as customer service, flexibility, and years of experience become more important for that relationship to succeed.