Patient Experience

HCAHPS Pilot Program

Within three months of implementing this process, HCAHPS increased from 61.90 to 89.58, and NLS increased from 0 to 93.3.

Goal: Improve patient experience scores to meet or exceed HCAHPS - Doctor Communication Dimension Threshold (50th Percentile)


How: Implement physician chairs for sitting while communicating in all patient rooms


Process: Providers will remove the chair from the stored location, place it next to the patient’s bedside, and sit while communicating with their patient


Outcome: Within 3 months of implementing this process HCAHPS increased from 61.90 to 89.58 and NLS increased from 0 to 93.3

3% (8)



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