Because We "Always" Care

When a patient leaves our office or the hospital we want them to feel that they have received the “best” care by the “best” physician, by the “best” surgeon, by the “best” OB or the “best” diagnostician. It does not require in depth explanations or detailed lists of reasons to `understand why. Performing flawless surgeries, perfect deliveries and making brilliant diagnoses are inherent in our goals as physicians. When we feel a patient’s care went smoothly, we walk away with a sense of fulfillment and think “well done.” But, do we ever ponder whether our patient feels the same way?
Our patients’ perceptions of care are not solely influenced by clinical components. Their impressions are shaped by a number of non-clinical encounters they face during each visit. One of the most powerful factors impacting their experience is the quality of communication they receive. Patients feel doctors do well when they explain things clearly, listen carefully and treat them with courtesy and respect. “Always” experiences in these areas add up to a patient’s sense of feeling well cared for. Focusing on these essential elements is critical to creating the patient perception of the “best” care.
HCAHPS is an Acronym for Hospital Consumer Assessment of Healthcare Providers and Systems survey. The Centers for Medicare and Medicaid Services (CMS) developed this measurement tool to collect information from the patients' perspectives on the care they received while in the hospital. HCAHPS data is collected by hospitals and reported to CMS who publicly posts results on its website http://www.hospitalcompare.hhs.gov/. Patients are able to compare the patient satisfaction scores of several facilities at one time to determine which healthcare provider might best meet their needs.
HCAHPS’ physician section focuses on doctors’ communication with patients. A composite score is reported under the heading of “How often did doctors communicate well with patient.” It is calculated by the total percent of “always” answers to the following questions:
YOUR CARE FROM DOCTORS
During this hospital stay, how often did doctors treat you with courtesy and respect?
Never
Sometimes
Usually
Always
During this hospital stay, how often did doctors listen carefully to you?
Never
Sometimes
Usually
Always
During this hospital stay, how often did doctors explain things in a way you could understand?
Never
Sometimes
Usually
Always

In 2009 and beyond our goal is to make Good Samaritan an “always” hospital where physicians deliver the “best” care. Physicians can achieve this by focusing on the essential elements of communication that clearly enhance how our patients experience care. We are already on the right path. Let’s continue our journey toward perfection.