Known for putting patient experience first, the Cleveland Clinic revolves around relationship-centered communication. Check out this article, where experts dissect this philosophy and explain why it makes moral and financial sense!
Hospitals and providers are more aware than ever that communication and empathy can make all the difference in how a person feels about a hospital stay or medical encounter. But with competing priorities such as patient safety, quality, and other elements that visibly impact the bottom line, the ‘why’ for investing in patient experience can be a tough sell. Experts from the Cleveland Clinic note the following ways doing the right thing translates to dollars.
The Centers for Medicare & Medicaid Services began tying Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores to hospital reimbursement in 2012.
While the penalties for sub-par performances have increased slowly, the dollars now are substantial. As of this year, HCAHPS scores determine up to 2% of a hospital or health system’s Medicare payments.
“The risk for not giving patients a good experience financially now becomes very high, so hospitals or practices that don’t stand behind the fact that we need to take care of our patients both behaviorally and clinically stand to lose a significant amount of money,” says Lori Kondas, MBA, senior director for the office of patient experience at the Cleveland Clinic.