Patient Experience Scores & Why They Matter
Obviously, the biggest reason that patient experience scores matter is for the patient’s actual experience, but it is more impactful than that. Starting in 2024 patient experience scores for outpatient surgery (OASCAHPS) were reportable to CMS. What does this mean? This means that these scores directly impact the reimbursement for your facility. Did you know that hospitals compete against ASCs for percentile ranking?? It’s really tough to compete with an ASC due to many factors, but the biggest is patients having surgery in the hospital setting on an outpatient basis are often less healthy, potentially in more pain, and have a different recovery and prognosis. This isn’t always the case, but it does make an impact on the way the patient answers their survey. And remember, many departments do affect this score- everyone they encounter during their stay could be reflected in their survey. What happens if they have a bad experience with a lab employee who comes to draw blood? Unfortunately, if they rate poorly or leave negative comments- it does ‘hit’ the OASCAHPs score. So, what are ways you can work to create a better experience for your patients? Let’s go through them.
AIDET
As I mentioned in THIS previous post, going through AIDET will hopefully answer many questions the patient, or their family, may have.
Smile
This is pretty self-explanatory, right?
Make a connection
You don’t have to identify your patient’s music preferences, etc. but it’s easy to pick up on something you can relate to when you make casual conversation.
Communicate
As you unhook the patient from their monitors, or whatever you’re doing, explain what you’re doing and why. Communicate about what you’re doing through the whole process- don’t leave the patient to guess what you’re doing.
Eye contact
Make sure you are talking TO your patient; this also allows you to gauge the patient’s reaction to your conversation and helps you determine their understanding.
Ensure comfortability
Warm blankets, hello! But it’s not just about warm blankets. Make sure they are not being transported with any excess skin exposed, help them to maintain their dignity. Keep in mind they are wearing a very thin hospital gown and likely nothing else. When you get into the operating room, keep them covered as much as possible through the entirety of the procedure.
What to expect
This goes a little deeper than AIDET, but explain the process of what will happen once you get into the OR. Let them know there will be a team of people inside the OR waiting with warm blankets to help the surgeon and that each person has a special role. Explain that they’ll (if able) move themselves over to a new bed and it’s not very comfortable. Tell the patient that the team will be moving quickly to get them hooked up to the monitors before anesthesia begins their induction. This is the part that patients will often express the most anxiety- stay by their side and let them know you are here for them, hold their hand if able. Ensure the room is calm during this portion as excess noise and conversations can cause more anxiety to the patient. Do not talk about food! Remember they’ve been NPO and are likely VERY hungry and nauseous!
In all actuality, the patient will likely not remember events immediately before their surgery due to anesthesia, but that doesn’t mean you shouldn’t do your best to ensure they are comfortable and have the best experience. The patient may not remember the way you treated them, but the family that was around before you drop them off at the waiting room will!
