Measures of patient experience are now widely accepted as core components of health care quality.
1,2 Accordingly, the Centers for Medicare and Medicaid Services (CMS) now measure and publicly report patient satisfaction using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.
3 New CMS payment strategies likewise aim to encourage high-value care by attaching a percentage of hospital reimbursement to performance on various quality measures relating to clinical processes of care, certain risk-adjusted outcomes, efficiency, and patient experience of care.
4 In 2015, 30% of a hospital’s weighted performance score was based on measures of patient experience, thereby creating a strong incentive for hospitals to deliver care that is patient centered.
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