Why CAHPS alone won’t satisfy the growing demand for top-notch patient experience

Paul Tiedt | Jan 9, 2020 Paul Tiedt 01/09/20

79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place. SMG was commissioned by The Beryl Institute—a global community dedicated to improving the patient experience (PX)—to field an online survey to more than 1,500 health professionals about the state of the patient experience.

Of those surveyed, SMG researchers discovered 38% of respondents claimed that cultural resistance to doing things differently was the biggest roadblock to a change in efforts. Shifting the internal mindset to focus on patient needs doesn’t come easily—it requires detailed strategy, formal structure, and organizational buy-in. Most importantly, healthcare organizations (HCOs) must be willing to incorporate the culture of patient experience at every level of the organization, pushing their efforts beyond CAHPS requirements (which doesn’t provide all the information you need for well-rounded PX measurement).

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So what do organizations need to know about PX to ensure they’re headed in the right direction? Our research revealed 12 key takeaways to help answer the three most pressing questions about the patient experience.


What should you know about the patient experience today?

The healthcare industry recognizes the importance of PX measurement—respondents claiming well-established efforts increased from 1 in 4 in 2017 to 1 in 3 today. For organizations who aren’t as advanced, taking action can be intimidating. Our report condenses the ground rules of PX and provides tips on how to get started.


Are your patient experience efforts well established?

If your organization has already begun focusing on PX efforts—congratulations! You’re ahead of the game. But how do they measure up? Are you part of the 45% of HCOs that go beyond CAHPS requirements to make a meaningful impact on the organization? Learn the five characteristics of successful PX efforts and see the difference between organizations relying solely on CAHPS and those who take it a step further.

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How can a strong and unified approach to the patient experience impact the rest of your organization?

Need some more convincing that top-notch PX efforts are worth the investment? Let the numbers do the talking. See eight positive effects experienced by organizations with advanced PX measurements, including increased staff engagement, higher new patient acquisition, and a better reputation in the community.


Take your patient experience efforts to the next level

If you’ve been relying on CAHPS alone to ignite the cultural transformation your organization needs, it’s time for a change. Download the report, 3 patient experience questions answered, and see what we learned from talking to 1,500 healthcare professionals.


Paul Tiedt | SVP, Research

Customer Experience Update