Improving patient satisfaction in a value-based world
We’re back with the next step in our free, 8-week educational series, Countdown to Value-Based Purchasing: 8 steps to prepare in 2022. This video series is designed to support home health agencies as they prepare for Home Health Value-Based Purchasing (HHVBP). This week we’re focusing on the importance of improving patient satisfaction.
Value and engagement
Patient satisfaction is closely tied to value and engagement. How a patient feels about their care impacts their level of engagement in their care plan, and ultimately the outcome achieved. Patients and families place high value on healthcare that is respectful, empathetic, and connected. The value of engagement and patient satisfaction is very high when it comes to both outcomes and cost – so payers are interested.
Increasing patient activation yields cost savings
Patients with the lowest activation scores – who have the least skills and confidence to actively engage in their own healthcare – incur costs up to 21% higher than patients with the highest activation levels. When we improve a patient’s activation level and their engagement in their care, they cost significantly less to the payer. As CMS is looking to reduce costs, we understand why HHCAHPS scores have been integrated into HHVBP.
HHCAHPS impact
Under HHVBP, there are two ways to get points for patient satisfaction – either through your achievement points or through improvement points. For agencies in the large agency cohort, 30% of your agency’s Total Performance Score (TPS) is going to be impacted by your HHCAHPS. This means that agencies who have submitted a minimum of 40 completed HHCAHPS surveys per year to CMS are now part of the national competition and impacted by patient satisfaction.
Integrating patient activation and customer service
Patient-centered goals are key to motivational interviewing and activation of that patient. Foundational elements of excellence in customer service, when integrated into active culture in an agency reinforce and support optimal satisfaction. Customer service is not about doing more – it’s about how we do what we do. A patient or family member may not remember every detail of what a provider said, but they will remember how you made them feel.
Next steps
To learn more about improving patient satisfaction, visit wellsky.com/HHVBP and watch this week’s episode.