The Patient Satisfaction Survey: What does it mean to your bottom line?

Abstract

The primary objective of the Affordable Care Act (ACA) is to improve the health care delivery system for all Americans. In April 2011, a reward system initiative for hospitals was announced that focused enhanced reimbursement incentives to hospitals that improved overall care and maintained patient satisfaction. This initiative begins in fiscal year 2013 for Medicare insured patients and is anticipated that private insurers will soon follow this standard.

Patient satisfaction has become one of the determinants of health care. Its measures include access, outcome, effectiveness of service provided, and other variables intended to improve population health. Important economic decisions are being influenced with this data. This study explores the impact of the patient satisfaction survey instrument with reimbursement and how this process has influenced care decisions of one large health system in the northeast. It identifies strengths and weaknesses within this health system that have affected the bottom line.

Key Words: Patient satisfaction, quality of care, financing, Medicare reimbursement, Hospital Consumer Assessment of Healthcare Providers and Systems, Affordable Care Act, Partnership for Patients