I had the privilege of attending Harvard Business School's Value Measurement for Health Care executive program last month. Michael Porter and Robert Kaplan had a clear message to all of us regarding health care performance - "Measure It!".
I have been in the home infusion field for a long time, in the last several years I have seen the focus move away from the patient and shift toward the profitability of the business. It is great to work for a company that always puts the patient first! At Heritage Biologics every patient matters. We strive to provide the best patient experience that we can and to always get feedback from our patients on how we can further improve this experience. We are the only infusion company that has a Patient Experience department that serves as an advocate for our patients by providing resources they need to be successful at home, as well as asking them what we can do better. We want to hear from our patients and we want to provide them with added benefits. Every patient deserves to be treated with RARE care and that is what we strive to provide to every person that we service! We will change healthcare and make a difference for our patients.
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.