Another day, another article on the importance of measuring patient care in a post-Affordable Care Act world (It pays for hospitals to keep patients happy, Seattle Times, see link below).
As discussed in our last post, federal reimbursements are being tied not only to surveys that measure a patient’s care, but also their experience. In an attempt to improve the patient’s experience, everything from a patient’s overall care to hospital noise and cleanliness are measured. The better the patient’s experience, the more money is received in reimbursements, or so the logic goes.
But measuring specific aspects of patient care is easier said than done. For example, perhaps your hospital implements – or contracts someone to implement – your HCAHPS surveys. Or perhaps the same goes for your AHRQ Medical Office Survey. Or perhaps the same goes for any other myriad of standardized surveys your hospital might use. While administering all of those different surveys is important, there are two inherent problems: 1) too many moving parts when trying to implement multiple different surveys all collecting different kinds of data 2) the standardized surveys don’t necessarily cover all of the topics you wish to measure (i.e. hospital noise and cleanliness).
The severity of the first problem depends on the hospital’s processes. If you’re reading this, you’re likely well aware of the issues that arise in administering multiple standardized surveys. For example, dealing with third party contractors who write, administer, and report on different surveys creates red tape and removes the care provider further away from the process of measuring care. Also, the data collected from all these different surveys is unorganized, hard to manage, and doesn’t flow.
Second, the standardized surveys don’t allow you the flexibility to ask the questions you want to ask. As the Seattle Times article suggests, hospitals need the ability to measure all sorts of different patient attitudes and experiences; how the hospital communicates to the patient, how the hospital serves the patient, how they address the patient’s pain, and so on.
Because of these two problems, standardized surveys and the third party vendors who administer them can’t touch on the important level of detail needed to ask the right questions. The measurement of care should be administered by those closest to the patients, the ones providing the care.
So what am I getting at?
The ability to custom tailor surveys so that every detail about a patient’s experience is measured. The flexibility and autonomy necessary to create surveys that ask the questions your organization wants to ask. The ability to have all of your data in one spot. This is what AutoData does for its customers. AutoData’s software gives you the in-house tools to be in full control of your surveys and your data, giving you the ability to better measure your care and improve your care.
Please contact us for more information on how we can help.
(Seattle Times article below)