Excellence in Patient Satisfaction Within a Patient-Centered Culture

Abstract

Many healthcare leaders are anticipating the Centers for Medicare & Medicaid Services' (CMS) value-based purchasing (VBP) program, in which payments are based partially on patient satisfaction. To qualify for incentive payouts, hospital executives need to look intently at ways to boost HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores. A patient-centered culture can help facilitate improvements in HCAHPS scores.