Centers for Medicare and Medicaid Services. (2019). HCAHPS quality assurance guidelines version 14.0. Presents students with the HCAHPS guidelines, which is an example of how quality measures directly impact reimbursement, in this case for Medicare and Medicaid.
Mann, R. K., Siddiqui, Z., Kurbanova, N., & Qayyum, R. (2016). Effect of HCAHPS reporting on patient satisfaction with physician communication. Journal of Hospital Medicine, 11(2), 105-110. Physician communication is a factor in HCAHPS scores. This article examines how it has changed relative to patient satisfaction scores.
Stimpfel, A. W., Sloane, D. M., McHugh, M. D., & Aiken, L. H. (2016). Hospitals are known for nursing excellence associated with better hospital experience for patients. Health Services Research, 51(3), 1120-1135. Nursing excellence has a direct correlation with an overall positive experience at healthcare organizations. This article explores and confirms the correlation between nursing excellence and patients’ perception of their hospital experience.
Clapper, C. (2019). Safety science and high reliability organizing. In D. B. Nash, M. Joshi, E. R. Ransom, S. B. Ransom. (2019). The healthcare quality book: Vision, strategy, and tools (4th ed.). Health Administration Press. Read Chapter 10 (pp. 253-258).
These 5 pages provide an excellent introduction to the concept of the “high-reliability organization” and what it means for patient safety.
Read Chapter 9 (pp. 233-251).
This chapter focuses on the extent to which patient expectations of providers are met.
The Agency for Healthcare Research and Quality (n.d.) The Agency for Healthcare Research and Quality (AHRQ) is one of the most important government created websites for quality of care. Go to the web site and type “patient perspectives and then provider perspectives” in the search box for additional resources.
Martsolf, G. R., Gibson, T. B., Benevent, R., Jiang, H. J., Stocks, C., Ehrlich, E. D., Kandrack, R., & Auerbach, D. I. (2016). An examination of hospital nurse staffing and patient experience with care: Differences between cross-sectional and longitudinal estimates. Health Services Research, 51(6-27). The article explores clinician staffing in relation to the patient experience.
Elliott, M. N., Cohea, C. W., Lehrman, W. G., Goldstein, E. H., Cleary, P. D., Giordano, L. A., Beckett, M. K., & Zaslavsky, A. M. (2015). Accelerating improvement and narrowing gaps: Trends in patients’ experiences with hospital care reflected in HCAHPS public reporting. Health Services Research, 50(6), 1850-1868. Since HCAHPS impacts reimbursement, healthcare systems will adjust their practices to improve the scores. This article examines how this has affected the patient experience.