Health Care Quality
Reaction Paper
Health Care Quality Management
Professor YDD
Fall 2013
This paper examines area of quality and patient satisfaction linked to reimbursement in the article by Nanda, Malone and Joseph (2012), where they describe strategies for changes needed in Health Care Design in response to the Affordable Care Act. The article notes that the main shift in reimbursement model will be tied into financial reward for patient experience as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) which aligns with the Institute of Medicine (IOM) patient centered care, one of their quality improvement aims. The PRWeb (2013) in Washington DC reports the reimbursement as follows “the reduction in hospital revenue, based on performance, may be 1.0% in 2013, 1.25% in 2014, 1.5% in 2015, 1.75% in 2016, and 2% for 2017 and subsequent years. For the year 2013, this represents $1 billion at stake”. Patient satisfaction is strong metric for measuring performance.
My reaction to this is simply that measuring patient satisfaction probably the least reliable way of measuring quality, especially when we are asking for responses from patients that addresses an experience that is personal and is at most level impacted by emotions, fear and possibly changes in their lives related to illness, surgery and other medical issues. Given the spectrum of patients in United States we have not accounted for cultural differences, expectations and compliance with care. Are the patients responding to the surveys which measure satisfaction and experience responding based similar expectations and outcomes?
In the study done by Wall, Tucker et al (2013) from John’s Hopkins University they found that “Patient health care satisfaction fully mediated the relationship between patient- perceived cultural sensitivity of front desk office staff and patient treatment adherence. The patient satisfaction and cultural sensitivity
Health Care Quality Management
Professor YDD
Fall 2013
This paper examines area of quality and patient satisfaction linked to reimbursement in the article by Nanda, Malone and Joseph (2012), where they describe strategies for changes needed in Health Care Design in response to the Affordable Care Act. The article notes that the main shift in reimbursement model will be tied into financial reward for patient experience as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) which aligns with the Institute of Medicine (IOM) patient centered care, one of their quality improvement aims. The PRWeb (2013) in Washington DC reports the reimbursement as follows “the reduction in hospital revenue, based on performance, may be 1.0% in 2013, 1.25% in 2014, 1.5% in 2015, 1.75% in 2016, and 2% for 2017 and subsequent years. For the year 2013, this represents $1 billion at stake”. Patient satisfaction is strong metric for measuring performance.
My reaction to this is simply that measuring patient satisfaction probably the least reliable way of measuring quality, especially when we are asking for responses from patients that addresses an experience that is personal and is at most level impacted by emotions, fear and possibly changes in their lives related to illness, surgery and other medical issues. Given the spectrum of patients in United States we have not accounted for cultural differences, expectations and compliance with care. Are the patients responding to the surveys which measure satisfaction and experience responding based similar expectations and outcomes?
In the study done by Wall, Tucker et al (2013) from John’s Hopkins University they found that “Patient health care satisfaction fully mediated the relationship between patient- perceived cultural sensitivity of front desk office staff and patient treatment adherence. The patient satisfaction and cultural sensitivity