Transparency Success Stories

The push is on for more transparency in healthcare.

Your patients are sharing their perceptions of care in your facility. Your potential patients want to see how your hospital compares to others. Now more than ever, patient satisfaction is a business driver for hospitals, but study after study shows ample room for improvement at many facilities. With CMS’ HCAHPS survey data “going public” in 2008, improved patient satisfaction will become even more imperative.

Take an active approach to improving patient satisfaction.

Transparency Success Stories is a book that explores what facilities and systems across the nation have done to become patient satisfaction leaders, and describes how they achieved success – often through simple, low-cost measures. This concise resource highlights the keys to their success, and shows how their quality improvements may be implemented in your facility.

Discover the wider-reaching implications of improved patient satisfaction.

Learn how patient satisfaction initiatives have driven improvement in other areas, including increased job satisfaction among physicians, nurses, and other caregivers; better patient outcomes; and higher revenues.

Customer service concepts can drive patient satisfaction numbers up.

From mystery shoppers to service recovery, see how customer service tools with long track records in other industries can increase patient satisfaction at your facility.

Transparency Success Stories demonstrates:

• Quality improvements and best practices, in a clear, “how-they-did-it” format
• Methods to improve levels of patient satisfaction
• How award-winning hospitals have used quality initiatives to drive improvement in other areas
• Positive effects on staff satisfaction, patient care, and profit margins

All in one succinct, easy-to-reference book!  Transparency Success Stories is a single source for vital HCAHPS survey and vendor information, tips from leading hospitals, and much more.

Transparency Success Stories includes:

• How-to information highlighting various approaches to boost patient satisfaction
• Sample HCAHPS survey questions, illustrating what CMS is looking for
• Answers you can use to keep your patients satisfied
• Time-saving examples and tips
• Information about HCAHPS reporting, including sample survey questions
• Answers to FAQs from staff in the field
• Field-tested forms

• Introduction
  • How to use this book
• Case Studies
  • Minden Medical Center
  • St. Luke’s Hospital
    • Q&A
  • Methodist Philadelphia
  • Sacred Heart
  • Valley Medical Center
  • Elliott 1-Day
  • Mystery shoppers are on the case
  • Patient Reps: The frontline in patient satisfaction
• Appendix A: A few words about HCAHPS
  • Q&A
• Appendix B: Heed these measures to see your HCAHPS scores rise
• Appendix C: Resources
  • CMS-related Web sites
  • Additional online resources
  • HCAHPS-qualified database/survey

• Books

• Other Quality/Patient Safety Products