“It takes 20 years to build a reputation, and five minutes to ruin it. If you think about that, you’ll do things differently.”
– Warren Buffett
With the growing popularity of online reviews, Warren Buffett may want to revise that timeframe to more like five seconds. Customers are sharing their experiences on websites like Yelp, Angie’s List and Yahoo! Local, pulling the sheet back on everything from bed bugs at a 5-star hotel in New York City to a rude cashier at the local sandwich shop. One disgruntled customer has the power to sway thousands of opinions.
Now hospital “customers” also have an outlet to express their views on the quality of service at acute care hospitals. Our latest white paper, “Staying Ahead of the HCAHPS Curve,” points out that the HCAHPS survey has become a vital indicator of patient satisfaction. Scores are published on Hospital Compare, a U.S. Department of Health & Human Services website, helping shape the public’s perception of your healthcare facility.
Obviously, times have changed since patients checked in at their community hospital based on the word-of-mouth experiences of friends and neighbors. Now they have numerous choices when it comes to healthcare, and online recommendations come from thousands of patients who take the time to complete the HCAHPS survey. The most recent reported scores are based on more than 2.9 million completed surveys from patients at 3,892 hospitals across the country. The survey is available in English, Spanish, Chinese, Russian and Vietnamese.
While patient satisfaction should already be a top priority for caregivers, the growing impact of HCAHPS is pressing hospital leaders to explore ways to improve scores. Our white paper shows how smartphones can help in two key areas that patients rate as critical to their overall experience: improving response to nurse calls and reducing unnecessary noise. Download it now and start thinking about how your hospital can do things differently to protect the reputation you’ve worked so hard to build.