Combining CAHPS with Real-Time Feedback
Press Ganey, the primary CAHPS vendor, reaches forty million people every year to learn about their healthcare experience. Surveys exceed 35 questions, and feedback can lag for weeks. However, CAHPS is a business requirement with publicly reported results and reimbursement consequences. While only a few hundred surveys per location annually are needed to meet the participation rules, CAHPS vendors are commercially driven to survey all patients.
External benchmarking, the stated goal of CAHPS, is erroneous since scores are based on one’s prior experience rather than “comparison shopping.” Also, internal benchmarking is not possible since CAHPS does not yield the provider metrics essential to change behavior.
External benchmarking, the stated goal of CAHPS, is erroneous since scores are based on one’s prior experience rather than “comparison shopping.” Also, internal benchmarking is not possible since CAHPS does not yield the provider metrics essential to change behavior.
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Auscura is a technology company that closes healthcare delivery gaps with secure, automated communication programs, including SmartContact, a platform that provides real-time patient feedback. A very high response rate overcomes the excessive variability of CAHPS. Patient wellbeing and service experience are checked after an emergency department, primary care, or telehealth visit. The clinical staff is alerted when patients relay worsening symptoms or aftercare concerns.
SmartContact sends directors monthly performance reports containing satisfaction, efficiency, productivity, and utilization metrics. Sentiment and semantic analyses are applied to comments to determine provider abilities involving compassion, communication, and competence – the “3 Cs” behind patient trust. It is known that patient experience is linked to clinical safety, improved adherence, and fewer malpractice suits.
SmartContact features single-loop communication that automates complaint management. Administrative assistants can be notified of service issues, access a library of editable response templates, and escalate problems whenever necessary. Providers receive shift reports, and staff morale is boosted with gratitude reports.
SmartContact leverages text messaging, requires a simple data feed, and is free to pilot. The monthly subscription can be discontinued anytime without a penalty. Auscura wants its clients to make fully informed purchase decisions.
It makes good business sense to subject the fewest patients to long CAHPS surveys and concurrently utilize SmartContact to improve patient experience and outcomes.
SmartContact sends directors monthly performance reports containing satisfaction, efficiency, productivity, and utilization metrics. Sentiment and semantic analyses are applied to comments to determine provider abilities involving compassion, communication, and competence – the “3 Cs” behind patient trust. It is known that patient experience is linked to clinical safety, improved adherence, and fewer malpractice suits.
SmartContact features single-loop communication that automates complaint management. Administrative assistants can be notified of service issues, access a library of editable response templates, and escalate problems whenever necessary. Providers receive shift reports, and staff morale is boosted with gratitude reports.
SmartContact leverages text messaging, requires a simple data feed, and is free to pilot. The monthly subscription can be discontinued anytime without a penalty. Auscura wants its clients to make fully informed purchase decisions.
It makes good business sense to subject the fewest patients to long CAHPS surveys and concurrently utilize SmartContact to improve patient experience and outcomes.