“Value-based purchasing is a strategy used by employers, and increasingly the Federal government, to use their market power as a force to promote quality and value of health care services. The overarching goal of VBP is a health care system, built on value, with a clear return for every dollar spent.” 1
One major way hospitals and health systems are measuring service quality and patient satisfaction is through the administration of patient surveys. Patient surveys help to raise the bar on patient care and maximize reimbursement. To create the best and most comprehensive patient satisfaction survey, senior leaders of hospitals and health systems are opting to partner with a survey vendor who can expertly customize a survey that reflects their organization.
Avatar Solutions prides itself on being the only patient survey provider to offer surveys to hospitals and health systems that are as unique as their patients. Avatar's patient surveys are constructed from a comprehensive bank of tested and benchmarked questions, and can be administered via telephone, through the mail, online, or through a touch station before leaving their care experience. In designing the surveys, Avatar uses Matrix Sampling, in which each patient receives a different subset of items reflective of their unique journey. Read on to learn the unique items that make up an Avatar Solutions Patient Satisfaction Survey.
- Consumer Assessment of Health Providers and Systems (CAHPS) items
The Centers for Medicare and Medicaid Services (CMS) is responsible for developing standardized assessments of surveys in the CAHPS family. As hospitals race to adapt to emerging VBP requirements, new surveys are added to the CAHPS family to measure many other points of care such as Clinician and Group CAHPS, Emergency Room CAHPS and Hospice CAHPS. CAHPS surveys have standardized questions, required introductory text, and detailed restrictions/guidelines for administration. Avatar has been approved by the National Committee for Quality Assurance (NCQA) to conduct CAHPS Surveys and offers a range of CAHPS products to fit our clients’ needs.
These scientifically validated survey questions are highly correlated to patient satisfaction. Added according to the applicable patient type (e.g., inpatient, outpatient, emergency, etc.), they go beyond merely obtaining a high-level pulse on patient satisfaction to help our clients truly understand the patient experience.
These items can be included in an organization’s patient satisfaction survey if there is something specifically unique to the organization that needs to be measured. For example, faith-based hospitals may add items addressing the spiritual aspects of care to measure how that is affecting the patient experience.
Items that address a particular service at the hospital can be added to measure patient satisfaction in that department. For example, if the organization recently opened a brand new radiology facility and needs to uncover the new patients’ experiences or if senior leadership is particularly concerned with the patient experience in the emergency department. These items can be added to the survey to measure patient satisfaction with a particular service.
- Clinically-Relevant Items
Similar to service-specific items, clinically-relevant items can be added to a patient survey that are specific to a group of patients. For example, an organization could treat a high number of patients who have diabetes and want to measure their satisfaction of care specific to their diabetes. Adding clinically-relevant items to a patient survey is a good way to go about measuring this.
As you can see, creating a custom patient satisfaction survey that truly reflects the offerings and procedures of your organization is truly one of the best ways to measure patient satisfaction. Click here to learn more about improving patient satisfaction from our archived blog posts. Contact us today to learn how Avatar can support your patient satisfaction improvement initiatives.
1 What is Value-Based Purchasing? National Business Coalition on Health.com Retrieved January 27, 2014, from http://www.nbch.org/index.asp?bid=529