When you improve patient satisfaction, does care quality suffer?
The first objective of the Institute for Healthcare Improvement (IHI) Triple Aim is “Improving the patient experience of care (including quality and satisfaction).” The emphasis is ours—exceptional patient experience requires excellence in both satisfaction and clinical outcomes.
But many physicians and nurses will tell you a happy patient isn’t always a healthy patient—saying or doing what the patient wants might not align with what they need clinically. Some argue that patient satisfaction surveys don’t measure the things that drive quality care and outcomes. Others observe that increased emphasis on survey scores can redirect energy that would be better spent focused on patient care and treatment.
This article in Medical Economics explores the confusing and conflicting research linking patient satisfaction with care quality and outcomes. It cites three contradictory major studies—one that shows no real correlation, a second that associates higher experience scores with diminished care quality, and a third by Press Ganey that says hospitals with higher HCAHPS scores have better clinical outcomes.
So which perspective should you as a clinical leader believe? The answer: It really doesn’t matter. You must solve both challenges, delivering the greatest patient satisfaction and quality of care.
Both satisfaction (primarily measured through the Hospital Consumer Assessment of Healthcare Providers and Systems, or HCAHPS) and clinical outcomes directly determine reimbursements. And patients are more informed and mobile to choose doctors and providers than ever before, so those providers must provide a positive total experience to foster the loyalty of individual patients and communities.
The Cognitive Machine Unites Care Quality and Satisfaction to Deliver Consistently Exceptional Patient Experience
The good news is, cognitive health technologies like the JVION Cognitive Clinical Success machine provide a fast path forward to ensure that satisfied patients are also the healthiest. Cognitive healthcare technologies solidify the link between successful outcomes and exceptional experience for patients.
The cognitive machine delivers unprecedented power to improve quality care and outcomes. It provides a comprehensive and detailed “ultra-high definition” view of future patient risk so providers can target the illnesses and conditions that are important to their patients and their populations. It provides clarity, accuracy and specificity into risk, directing the most appropriate immediate and future care clinical decisions. This complete view reduces medical errors, infections, avoidable ER admissions, hospital acquired conditions (pressure ulcers, sepsis), readmissions, and complications, while helping caregivers engage the right community resources that will lead to successful care outside the hospital or clinic walls.
The benefits for patient engagement and satisfaction are just as powerful. Because the JVION Cognitive Clinical Success Machine provides a complete patient profile containing much more than just clinical history, caregivers can engage patients in deeper and more meaningful ways.
“Often with patients we look at what’s in the medical record and we really just focus on that,” said Edye Cleary, Chief Quality Officer for the Health First system in central Florida. “By having some additional information [with the JVION cognitive machine] it gives us a window to begin to ask questions and understand our patients better. So we may consider asking them different questions to have a deeper conversation of how are they managing and what’s their life beyond their illness. We’re better able to prepare them and that’s helped a lot with patient engagement and with [patients’] understanding that we have a care team that really has their best interest at heart.”
Also, informed patients are happy patients—clear and frequent communication by doctors and nurses is a top influence of patient satisfaction. The JVION cognitive machine helps doctors enhance their ability to educate and reassure patients about their clinical path to wellness.
Katrina Belt, CFO for Baptist Health in Montgomery, Ala., recognized the value that the cognitive machine’s clear, thorough patient perspective has for physician communication.
“[This complete patient picture] could really provide better patient care and have better physician-to-patient interaction, which not only helps [the doctor] and the patient, but also helps us with patient satisfaction and the way that the caregivers communicate and the perception that patients have about our facility and about our physicians.”
This satisfaction and positive perception extends beyond individual patients into the community.
“Strategically speaking, we always look for ways to build community loyalty,” said Penney Burlingame Deal, CEO of Onslow Memorial Hospital in Jacksonville, Fla. “This [the JVION cognitive machine] does it. When we tell patients about our ability to predict the potential for perhaps a different outcome it builds confidence within that community. I think that is probably the greatest strategic benefit that we realize.”
Watch the video in this post to see these healthcare leaders discuss how JVION and cognitive health technology elevates to complete patient experience.