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Better Hospital Communication Improves HCAHPS Scores

Better Hospital Communication Improves HCAHPS Scores

Since the establishment of the Affordable Care Act in 2012, one question has been plaguing hospitals all over the country….“How can we improve our HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores?”

With the Centers for Medicare & Medicaid Services’ (CMS) Hospital Value-Based Purchasing Program, which ties patient satisfaction scores to hospital reimbursements, hospitals are finding the need to really focus on the patient experience and improve their HCAHPS scores. The question is, how?

Studies done by experts such as Matthew Bates, managing director for Chicago-based Huron Consulting Group, have found that the key to getting higher HCAHPS scores is focusing on and improving communication within hospitals.

According to Bates, whose national consulting firm works with approximately 1,000 hospitals on the patient experience focus, hospitals have been most challenged on the communication components of the HCAHPS.

Another study, out of Rush University Medical Center, found that by improving their methods of communication within the hospital, they were able to raise their overall HCAHPS ratings by nearly 10 percent, with the doctor communication scores demonstrating an improvement of 59 national percentile points.

So, what can hospitals do to improve communication?

For starters, many hospitals and health systems have begun establishing the role of Chief Experience Officer, or CXO, to have someone in charge of pinpointing the gaps in communication and finding ways to implement better communications methods.

In addition to enhancing verbal communication and patient interaction, CXOs are finding it equally important to improve hospitals’ written communications.

From signs posted in hospital rooms, to health information pamphlets given upon discharge, written communication is vital to the patient experience. Therefore, improving the way that a hospital utilizes written communication is key.

It has been found that communications are most effective when they:

  • Are easy to read
  • Simple to understand
  • Direct and to the point
  • Use pictures or graphics to help illustrate their purpose
  • Use fonts that are easy to read

Studies have also shown that most patient health information is written in a grade level too high for most people to understand.

According to the Online Journal of Issues in Nursing, it is very important that hospitals design their written materials so that the average person cannot only read it, but can also fully comprehend what they are reading.

  • Vocabulary should be simple and clear.
  • Common words should be used in lieu of medical jargon:
  • “heart attack”, instead of “myocardial infarction”
  • “high blood pressure” instead of “hypertension”
  • “yellow” instead of “jaundice”
  • Materials should include appropriate illustrations.
  • Sentences should be short and to the point.

Cultural sensitivity is also very important in written communications.

Miscommunication between cultures, when it comes to medical information, can have devastating effects.

While a person may demonstrate proficiency in the spoken English language, this does not necessarily mean that they can properly comprehend the written information they are given.

Having educational materials available in a patient’s native language increases the likelihood of them being able to understand the information provided, and that they appropriately follow up with their care.

CapturePatientCommunications

Other ways hospitals are using written communication

facecard Many hospitals have found “face cards” — given to each patient upon first contact — are an inexpensive way to improve communication.

These cards include a photograph of the doctor, along with a description of their role and their contact information. These cards help patients to keep track of who is who within their medical team and what each of them is responsible for.

MemorialDataSheet As an alternative to individual “face cards,” some hospitals are handing out reference sheets, which include pictures of each individual in their medical team, and the description of who they are and what they do.

Surveys done in hospitals using the “face cards” or reference sheets have found that patients really responded to the use of these methods, and that 92 percent of them would like to receive this kind of communication at future hospitalizations.

How technology plays a part:

Hospitals are capitalizing on the ever-increasing development of technology to improve communication, too. Hospitals are relying more and more on technology as means of communication. Kristin Baird, founder and CEO of the medical consulting firm, the Baird Group, described this trend in a recent interview.

“(Hospitals) are using engagement tools — software and apps and patient portals. Through these, patients have more direct access to their health information.”

Another way hospitals are taking advantage of the growing popularity of technology: they’re redesigning their websites to be more user-friendly and to provide more information for their patients.

  • Websites are featuring patient friendly toolbars, where basic information such as hospital contact information, links to pay medical bills, and specific medical departments can be readily accessed.
  • Videos, blogs, and preventative care information can all be accessed through online patient-care areas.
  • The videos can include scripted presentations by popular physicians who provide valuable information for patients.
  • Many hospital websites are beginning to spotlight online support groups and chat rooms, as well, where a patient can connect with others who are dealing with similar health conditions. The support groups also include addiction recovery. These can be privacy protected with the use of a log-in password. The patient therefore has 24/7 support in dealing with his/her health problem.

PatientPortal

Increasing numbers of hospital websites provide personal portals, as well, where patients can:

  • Access notes from their office visits
  • View lists of medications and immunizations, as well as lab results
  • Email a physician or nurse
  • Request prescription refills
  • Schedule appointments
  • Complete medical forms
  • Read educational material
  • View bills and make payments
  • Access medical history
  • Receive real-time updates about medical care, while admitted to a hospital

Information on the go

A recent FICO survey of more than 2,000 Smartphone users found that 80 percent of respondents would like a way to communicate and interact with their doctors on their mobile devices.

In early 2015, Practice Unite, a HIPAA-compliant mobile application platform for healthcare organizations, announced a new smartphone app for patients.

Through the mobile apps, which have similar functionality to the web portals, patients can access all of their important medical information wherever they are.

Hospitals benefit from Mobile Apps

MobileApp

Along with patients, physicians and hospitals benefit from the use of mobile apps, as well. A mobile app can be used by a doctor to:

  • Quickly retrieve a patient’s medical/surgical history
  • View any medications that the patient has been prescribed
  • Collaborate with a specialist in critical situations
  • Follow up with patients after discharge

Social Media

Sites such as Facebook, Twitter, and Instagram are being used more and more by hospitals as a way to communicate with patients and differentiate themselves from the competition. Through these sites, hospitals can:

  • Advertise and promote upcoming events
  • Post health education videos
  • Answer general questions from patients
  • Share new and relevant studies

HospitalsSocialMedia

Social medial sites also can be a way for patients to share their opinions and experiences with others in the community. Kristin Baird, from the Baird Group, believes that it is important for hospitals not to discount the importance of tapping in to social media. As she puts it,

“Social media definitely plays into it [HCAHPS scores] because it is the voice of the consumer,” she said. “People pay attention to Yelp and Facebook for others’ opinions. It has an influence on how people make their choices.”

Ultimately, it is the voice of the consumers, and the way they feel about their experiences with a hospital, that dictate how well hospitals score.

Whether it is through signs posted in the hallways of a medical facility, handouts given to patients at the time of hospitalization, or websites used to facilitate follow-up care, excellent written communication is central to improving HCAHPS scores.

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Better Hospital Communication Improves HCAHPS Scores

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Jennifer, also known as "Rizzo," is a Denver-based writer and genealogist with a passion for history, travel, and languages. She studied Spanish at the University of Guadalajara in Guadalajara, Mexico and also lived and studied in Ancona, Italy. She also holds a certification for International Tour Management through the International Guide Academy, as well as a Genealogy certification from IAP Career College. Since joining The Writers For Hire, Jennifer has tackled a vast array of projects—from RPFs and SOPs to memoirs and company history books— and has done many in-depth genealogical research and family tree projects. She has also worked as Project Manager for various client projects, including family history books, websites, RFPs, blogs, autobiographies, and SOPs. Jennifer is our resident historian and genealogist, and can often be found examining 200-year-old books in various archive sites around the globe. She enjoys working closely with clients, and loves any opportunity that allows her to indulge her creative side.

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Morgan has worked in marketing and communications for more than eight years, with a primary focus on copywriting and content creation. Throughout her years of experience, she has written and edited almost every kind of copy imaginable – magazine articles, blog posts, website copy, brochures, press releases, nonfiction books, newsletter articles, brand guidelines, and more – for both B2B and B2C audiences in a wide array of industries, including energy, technology, finance, healthcare, education, travel, retail, and more. In addition to her creative skills, Morgan has technical expertise in HTML coding and utilizing content management systems (e.g. WordPress) and email platforms, such as MailChimp, ExactTarget, and Constant Contact. With a lifelong interest in language, it is not surprising that Morgan has a bachelor’s degree in German and Linguistics from Rice University, where she studied more than eight languages. In 2011, she received her master’s degree in Advertising from The University of Texas, where she was accepted into the elite Texas Creative Program for her copywriting skills. In her free time, Morgan enjoys writing personalized picture books for friends and family.

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Shelley’s love of words began in first grade, composing poems for her dear teacher and mentor, Mrs. Blanchard. Her writing career began with several years as a county newspaper reporter, where she developed a love for interviewing all sorts of people. Besides feature writing, her news beats included city government, education, and nonprofits of every stripe. As a determined “adult student,” Shelley graduated summa cum laude from the University of North Carolina at Greensboro in 2010 where she also wrote profiles of outstanding adult students for a “Web Weekly” newsletter and edited a grant proposal for a campus office. After college, she wrote English instructional materials, website copy, product copy, and blogs before joining two construction and development ezines as a staff writer, happy to be conducting interviews for each assignment. Several years of intervening employment in corporate merchandising and HR deepened Shelley’s understanding of the workings of larger companies and the written content they require. She now loves being part of the writing teams at The Writers for Hire. When not at a keyboard, she can be seen jogging in her Southern neighborhood or found holed up with a biography, a vegetarian cookbook, or a vintage TV show.

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She earned her Master of Fine Arts in Creative Writing with a concentration in screenwriting from National University in La Jolla, California, and her Bachelor of Arts in Writing from the University of Tampa in Tampa, Florida. 

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Suzanne knew she wanted to be a writer at the age of ten when she wrote her first story, and has spent the past 2 decades writing blog posts, magazine articles, nonfiction and fiction books, sales letters, white papers, press releases, website copy, and anything else that can be put in written form. She has written for Intuit, Avalara, NerdWallet, GoPayment, and as a ghostwriter for a few well-known CEO’s. Her work has appeared all around the internet, including on sites like World News and Reports, Entrepreneur.com, and Forbes. She loves nothing more than being presented with a bunch of data and asked to break it down into digestible content for readers. Most days you’ll find her sitting on her porch with her laptop, writing to the sound of the ocean, and marveling that life can be this stinking good.

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Jennifer has a background in journalism and Russian area studies. She holds a BA from the University of Texas at Austin and an MSFS from Georgetown University. While in graduate school in the mid-1990s, she developed an interest in the oil and gas industry of the former Soviet Union and launched a free newsletter covering the subject. She then spent more than 20 years researching, analyzing and writing about related topics, working for multiple weekly publications and a private consulting firm. Her areas of professional interest also include energy and power in China, Iran and the Eastern Mediterranean, and for fun she researches linguistics, neuroscience and disability-related issues. She has experience in copy-editing and has frequently worked with both native and non-native English speakers, helping them to produce clear, easily understandable articles on complex political, economic, legal and technical topics. Additionally, she has managed many time-sensitive typesetting projects for community institutions. Jennifer enjoys writing personal essays and lives in Atlanta with her family.

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Dana Robinson has been writing and editing professionally for 10 years, publishing her first article in 2007. She serves as Editor-in-Chief of a local online magazine and is a contributor to various Houston print publications. She honed her experience writing newsletters and managing social media for small businesses and non-profits before moving on to e-books, magazines, and non-fiction books for print. She also enjoys teaching creative writing workshops for children. Dana received her formal education at the University of Houston–Downtown, where she majored in professional writing, minored in creative writing, and was the recipient of the Upper Division Writing award for best essay. She completed internships with Writers In The Schools and The Bayou Review.

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Brenda Hazzard has over 30 years’ experience working as a writer and editor in the private and public sectors. She spent over 20 years working for the US Government in Washington and abroad, and spent several years working with the CIA during which she managed a team of writers producing internal briefs on international news, events, and politics. She writes on a variety of topics but loves opportunities to work on projects that cater to her keen interest in international affairs. She considers herself to be an empathetic editor, one who improves a draft but lets the spirit of the writer shine through. She has also worked on dissertations, white papers, newspaper articles, and family histories.

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Adelia is a scientist, educator, technical writer and editor, poet, and blogger about her Pura Vida lifestyle in Costa Rica. She has more than 40 years experience writing professionally, including her years at Science Applications International Corp., Bechtel Corporation, Defense Acquisition University, and the Department of Defense. She earned her Doctor of Philosophy in Physical Organic Chemistry at Northwestern University in Evanston, Illinois, and her Bachelor of Science in Chemistry and Physics from the University of West Florida in Pensacola, Florida.

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Carey brings more than 20 years of writing and editing experience to The Writers for Hire. A lifelong writer and reader, she holds a B.A. in English from UCLA. Her background includes writing and editorial positions with both book and magazine publishers. She has worked as a copy editor and proofreader for major advertising agencies including Ogilvy & Mather and Rubin Postaer. Her experience includes magazine feature writing and editing as well as manuscript development and editing. A former advertising sales executive, she has crafted a wide range of business, sales, and marketing communication for leading magazine publishers including Conde Nast and Hearst. She has worked with major consumer brands including Nike, Visa, Levi’s, General Motors, Microsoft, Charles Schwab, and Neutrogena.

Coralee Bechteler - Copywriter

In the past, Coralee has been an organic farmer, a chicken herder, a zipline administrative assistant, and an ESL teacher for kids. Today, she's living her childhood dream of being a writer. She currently resides in New York with her cat (and muse) Hermes and a miles-long TBR list that gets longer every day. If she's not reading or crafting, you can usually find her pulled over on a country road writing something down or picking wildflowers. Coralee holds a bachelor's degree in English, an associate's degree in Horticulture, and multiple internationally recognized software testing certifications.

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Cecile enjoys the challenge of discovering each client’s unique strengths and presenting them to a wider audience. Since joining The Writers For Hire, she has worked on blogs, newsletters, RFPs, end-user documentation, email, social media, sales pages, biographies, op-eds, and fiction.

Previously, she taught in Shenzhen, China and obtained an HSK3 (Intermediate Mandarin) certificate. Cecile enjoys gaming, drawing, producing short films, and growing fifteen different varieties of apples with Serenity Orchards.

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Rosalind Stanley grew up on the Coast of Maine and then accidentally spent fifteen years in Virginia's Blue Ridge Mountains, before moving to the Midwest. She graduated from Lynchburg College in 2008 with a B.A. in Creative Writing (and a minor in Theater Performance); ever since, Rosalind has endeavored to make writing a part of her daily life, whether creative or technical, whether as a volunteer or an employee. She has tutored students, taught workshops, edited fiction and non-fiction books, and worked as a beta reader and a legal writer. She also publishes a newsletter on Substack, where she releases her own fiction serially. When not writing, Rosalind is busy homeschooling her four children and raiding the local library for new fiction.

Sean Patrick Hill - Copywriter

Sean has been a professional writer for more than 25 years, and has an M.A. in Writing from Portland State University and an M.F.A. in Poetry from Warren Wilson College. He's the author of five books, and his writing has won him grants and fellowships from the Kentucky Arts Council, the Vermont Studio Center, the Elizabeth George Foundation, and the Regional Arts and Culture Council. He lives in Louisville, Kentucky, where he also works at his photography.

Wintress Odom - Owner / Editor-in-chief

Wintress founded The Writers For Hire in 2003 after freelancing for several years as a copywriter and editor. She has overseen, edited, proofread, or written copy for over 100 clients and is happy to have maintained long-term relationships with many of her first customers. Wintress is an exceptional proofreader and editor and has a gift for organizing large projects, including large technical manuals and manuscripts. Her educational background includes graduating cum laude from Rice University in 2000, studying at Cologne Gymnasium in Germany, and graduating valedictorian from The Science Academy of South Texas in 1994.
Wintress