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.
At a Wisconsin partner hospital, we have improved HCAHPS scores by 27% during the Covid-19 pandemic.
Goal: To improve patient experience, which would be reflected in our HCAHPS scores, regardless of the obstacles Covid-19 brought.
In February of 2021, our Providers ranked accordingly:
- Doctors Listening Frequency: 80% ALWAYS vs Hospitals Average of 80%
- Doctors Courteous and Respectful: 95% ALWAYS vs Hospitals Average of 89%
- Doctor Understandable: 80% ALWAYS vs Hospitals Average of 79%
- HCAHPS Overall: 60% vs 33% Baseline in Feb 2020 (27% Improvement)
- Recommend Overall: 75% vs 39% Baseline in Feb 2020 (36% Improvement)
- Return Rate Overall: 83% vs 40% Baseline in Feb 2020 (43% Improvement)
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