Hospital Selfies and Stars: Patients Look Deeper Than HCAHPS

There’s a New Consumer in your service area. No longer “merely a patient,” healthcare reform and societal dynamics have empowered a new breed of high-expectation consumers and value-aware shoppers. Before they select a hospital or provider—for themselves or family members—they are increasingly informed about outcomes, reputation, safety scores, patient experience and the cost of care. […]

Who Knew? Facebook Tops HCAHPS as Measure of Care

You don’t have to look far to find a chorus of concerns about the HCAHPS survey tools. But you need look no further than the enormously popular Facebook for real-people feedback. In a quest for a uniform means of comparison for the informed patient/consumer, hospital administrators and managers continue to be challenged by the ways and […]

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