The standard "go-to" research tool for many of us is Google. No way around that one, unless you of course venture to "Yahoo it." So in that spirit, Heritage Biologics continues to monitor the critical growth of the Patient Experience movement in the pharmacy space through Google. Patients and Providers turn to the internet frequently to better understand, connect, and improve the healthcare experience.
Taking a family hike is always interesting, especially when the trail leads you past a steep cliff. Caution becomes the focus, not the beautiful view. I had no idea that healthcare lessons could be found at our local conservation park last week:
- Each year hospitals spend millions to build or improve their Patient Experience Programs.
- HCAHPS surveys highlight critical areas of improvement for patients being discharged.
- Specialty and Home Infusion Pharmacies can catch patients falling off The PX Cliff.
The momentum around healthcare consumerism continues to underscore the importance of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey system. CMS implemented HCAHPS in 2006 and millions of patients have provided feedback since that time. On average, over 8,400 patients fill out an HCAHPS survey on daily basis. The results have identified opportunity areas for Specialty Pharmacies to proactively join the continuity of care discussion. The HCAHPS data in the graph below highlights some startling information that can directly impact health outcomes.