Just a few weeks ago in November, the Centers for Medicare & Medicaid Services made an announcement that we think is very much in accordance with a growing trend. The gist of the announcement is that, starting voluntarily in 2016 and made mandatory for 2017, all Medicare certified hospital-based outpatient surgery departments and free-standing ambulatory surgery centers will participate in the CAHPS Survey.
This survey is designed specifically to provide information about patients’ perceptions of their caretaking experience, as well as to provide an opportunity to find ways to improve the patient experience. All participating facilities will have a target of 300 completed surveys a year, with each survey containing 37 questions about topics from cleanliness and privacy to an overall rating. It’s also important to note that Press Ganey, who is one of the companies that administers the survey, expects facilities that start the measurements early to outperform those that start later.
In practice, this will have the same impact on surgery centers that the HCAHPS had on hospitals, which means it will serve to highlight and increase the focus on patient satisfaction. This is, in essence, in accordance with an industry-wide trend of growing consumerism that has led to the importance of ensuring that patients are looked after beyond treatment of the medical issue. If not, there is an increasing risk of losing them, and their recommendations, to another facility as patients “vote with their feet.”
As the leading providers of a whole host of products, from patient gowns and linen to scrubs and nurse uniforms in Akron, OH, we at ImageFIRST are very much aware of how important delivering a great patient experience is. That’s why we’ve come up with products like the Comfort Care Line of Premium Patient Gowns, which are luxurious and incredibly cozy, well-cut premium gowns designed to help ensure the patient is comfortable throughout their stay. We’re even so confident about our products that we came up with The Plush Promise, which guarantees you get a full month of free service if switching to our Comfort Care products doesn’t improve the patients’ perception of your facility by at least 50%.
We’re also healthcare laundry industry leaders in quality assurance and infection prevention, which plays a big role in lessening your staff’s workload so that they can better concentrate on caring for the patients. We also provide every one of our customers with a Customer Advocate, a customer service agent who takes personal responsibility that everything related to the product inventory at your hospital runs smoothly.
If you want to know more about the various things we can do to help you improve the patient experience at your facility, please don’t hesitate to contact us!