Patient Experience and Satisfaction Flashcards
What is the objective of the HCAHPS initiative?
To provide a standardized method for evaluating patients’ perspectives on hospital care.
What are key roles of Revenue Cycle Team Members in patient satisfaction?
Implementing patient-centric processes, educating patients about insurance and payments, and communicating clear financial information.
What are the hard and soft costs of poor-quality patient experiences?
Hard costs include the loss of future revenue, while soft costs involve negative word-of-mouth and social media “advertising.”
How does quality impact billing, according to the document?
Inaccurate or missing data from access services can lead to incorrect cost estimates, delayed payments, and nonpayment.
How can access to service quality affect physicians?
Through incorrect patient identification, missing billing information, service delays, and incorrect MPI numbers.
What is the impact of incorrect insurance information on case management?
It can lead to missed requirements, such as timely emergency admission notifications, and result in delays or errors in patient care management.
What are potential legal issues related to quality care failures?
Issues include incorrect patient identification, duplicate MPI numbers, and using wrong medical records, all of which can make the hospital liable.
How does information technology contribute to enhancing patient experiences?
By enabling efficient scheduling, tracking, and reporting, which helps improve patient care and satisfaction.
What expectations do patients have regarding healthcare services?
They want to be informed about out-of-pocket costs, prices of services, payment expectations, and terms, along with easy access and scheduling.
Why is patient satisfaction important in the context of value-based payment models?
Because these models include specific questions around patient satisfaction, which can impact revenue cycle outcomes.
