Patient Experience Scores
By Dr. Chris Price, Chief of Staff, and Dr. David Edwards, Chief Medical Officer
At Banner Gateway, we continually strive to improve the care we provide to our patients and their families and it shows. Some of our HCAHPS scores at Banner Gateway are regularly in the top percentile – proof of our dedication to reporting and analyzing our patient experience surveys to better personify what our patients are looking for in a hospital experience.
Recent Value Base Purchasing data, shared in the medical staff meetings, show that our reimbursement based on quality would be very good, but our reimbursement based on patient experience would be reduced. As health care changes and reimbursement rules are written and re-written, we are looking to you, our physician partners, to assist with our goal of industry leadership in the patient experience. We recognize that a large part of the Banner commitment to excellence is determined by you, the physician. We also recognize that changes in the health care reimbursement policies will create a challenging period of health care – for both Banner Health and our physician partners.
You already provide excellent medical care. We know that. Now we want you to know that as well.
That is why, in 2012, we began to share individual scores for physician-specific patient experience survey questions. The questions that are scored are:
- How often did doctors treat you with courtesy and respect?
- How often did doctors listen carefully to you?
- How often did doctors explain things in a way you could understand?
You have probably received your Q1 & Q2 scores from Banner Gateway Medical Staff Services. We encourage you to review these scores and determine a course of action that will help you reach top percentile figures in the months to come.
In addition we will be posting the individual physician results, by name, in 2013. The goal is that all Banner Health facilities move to transparency in reporting these scores by January 2013.
Please don’t hesitate to contact our Service Excellence department if you have questions on your scores, HCAHPS scoring, if you have insight into physician engagement or would like some improvement tools.
We look forward to working with you on providing excellence in patient care.