For years, most hospitals have tracked patient satisfaction to gauge the perceptions of their facility and improve their customer service. However, with the Hospital Value-Based Purchasing Program (VBP), patient satisfaction has become more than a bit of data for internal assessment and improvement. Beginning in October 2012, a portion of the Inpatient Prospective Payment System (IPPS) is now being tied to hospital scores on the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey. …read more
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