HCAHPS Gives Service the Position it Deserves

Posted by Kristin Baird on July 26th, 2011 • No Comments »

“Grab a man by his wallet and his heart and mind are sure to follow.” I heard that  quote years ago and it has always resonated with me, but never so much as in today’s healthcare environment. For years, service excellence was viewed as “fluff” by the C-suite. Today, service excellence, and the resulting patient satisfaction (HCAHPS) scores are not only transparent, but have some serious reimbursement at stake. It’s amazing how the shift in attention has occurred as a result of HCAHPS and value-based purchasing.

I recently overheard some customer service professionals complaining that it took HCAHPS and CMS to motivate the C-suite to take action on customer service. From where I stand, I’m just glad it’s happening. Yes, it took longer than it should have, but hey- we’re here now and that’s what matters. For those of you who have been waiting for service excellence to sit at the table with the same respectable stature as financial performance, clinical quality and talent management – your time has come. Seize the day!


Baird Consulting

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