Archive: HCAHPS

Patient Satisfaction Scores are a Symptom, Not a Diagnosis

Posted by Kristin Baird With more than two decades working in the patient experience arena, I’m still amazed at how many healthcare leaders are still chasing patient satisfaction scores without looking for the underlying cause. Let me compare this approach to a ...

Proud to be Average?

Posted by Kristin Baird Yesterday I was at a stoplight behind a car with bumper stickers that said, “Proud parent of an honor student.” We love to celebrate success, don’t we? You won’t see bumper stickers boasting about a student getting ...

Let’s talk Patient Experience Metrics

Posted by Kristin Baird Expanding Metrics Nearly every day I have the pleasure of talking with healthcare leaders about their patient experience improvement efforts. I see a huge amount of effort going into implementing best practices, but when it comes to measuring ...

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