Boise, Idaho (PRWEB) April 16, 2013
Improved patient experience is a critical topic for hospital administrators at this time as a result of HCAHPS and how it will affect Medicare reimbursement. Real-time hospital patient experience feedback and anxiety service mapping are investigated in a new article just published in Hospital & Health Networks Daily, a publication of the American Hospital Association. The article is co-authored by Martin R. Baird, a hospital consultant and CEO of South Office Analytics, and Lynn Buehler, director of service excellence at CoxHealth.
To read the article, click here.
In the article, Baird and Buehler discuss how the combination of real-time patient experience feedback and anxiety service mapping can help hospitals improve the patient experience and compete more effectively for the $1 billion pool of Medicare reimbursements created under HCAHPS and the Affordable Care Act.
“As hospitals struggle with how to measure, manage and improve the patient experience, they need to look beyond the antiquated ‘comment box’ and embrace today’s technology,” Baird says. “Patients are comfortable sharing their experience on Twitter, Facebook and Yelp, so hospitals need to embrace technology to give patients the ability to share directly with them in real time.”
The article notes that anxiety service mapping goes to the heart of what many patients experience – apprehension. Addressing anxiety head on can help health care providers achieve significant inroads into improving the patient experience, according to the article.
The article also addresses measuring and managing the patient experience on an ongoing basis. It also offers examples of apprehension-inducing “moments of truth” for patients that can be identified by anxiety service mapping and suggests calming key words and phrases hospital staff can use with patients, including “staff members will be with you every step of the way,” “you are in very capable hands” and “it’s normal to have fears about outcomes.”
About South Office Analytics
With more than 20 years of experience helping businesses measure, manage and improve their service, Boise, Idaho-based South Office Analytics was launched to provide hospitals with the tools and platform they need to make an exceptional patient experience the cornerstone of their success. South Office Analytics has worked in some of the country’s most competitive industries. It is now leveraging its proven systems to give hospitals and medical professionals the competitive edge they need to survive and thrive in this ever-evolving industry.
South Office Analytics may be reached at 208-991-2037 or via email at mbaird(at)simplysharenow(dot)com. Visit the company’s website at http://www.simplysharenow.com/.