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Organizational characteristics and patient experiences with hospital care: a survey study of hospital chief patient experience officers.

Publication ,  Journal Article
Manary, M; Staelin, R; Kosel, K; Schulman, KA; Glickman, SW
Published in: American journal of medical quality : the official journal of the American College of Medical Quality
September 2015

Beginning in fiscal year 2013, scores based on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) constitute 30% of incentive-based payments from Medicare's Value-Based Purchasing (VBP) initiative. Yet there is little empirical work to understand hospital approaches to improving the patient experience. In this study, chief patient experience officers at 416 VHA hospitals were surveyed to assess the relationship between organizational characteristics and publicly reported HCAHPS scores. Of 416 institutions, 143 (34.4%) participated. Respondents reported that boards (68%) and chief executive officers (81%) viewed the patient experience as extremely important. In contrast, they reported that in only 15% and 34% of hospitals, respectively, physicians and nurses were supportive of efforts to improve the patient experience. Hospitals with collaborative cultures and higher physician engagement had higher VBP total HCAHPS scores (6.9 points and 8.2 points higher, respectively; both P < .05). These areas should be addressed to improve the patient experience in provider organizations.

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Published In

American journal of medical quality : the official journal of the American College of Medical Quality

DOI

EISSN

1555-824X

ISSN

1062-8606

Publication Date

September 2015

Volume

30

Issue

5

Start / End Page

432 / 440

Related Subject Headings

  • Value-Based Purchasing
  • Physicians
  • Patient Satisfaction
  • Organizational Culture
  • Nurses
  • Motivation
  • Humans
  • Hospitals
  • Hospital Administration
  • Health Policy & Services
 

Citation

APA
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ICMJE
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Manary, M., Staelin, R., Kosel, K., Schulman, K. A., & Glickman, S. W. (2015). Organizational characteristics and patient experiences with hospital care: a survey study of hospital chief patient experience officers. American Journal of Medical Quality : The Official Journal of the American College of Medical Quality, 30(5), 432–440. https://doi.org/10.1177/1062860614539994
Manary, Matthew, Richard Staelin, Keith Kosel, Kevin A. Schulman, and Seth W. Glickman. “Organizational characteristics and patient experiences with hospital care: a survey study of hospital chief patient experience officers.American Journal of Medical Quality : The Official Journal of the American College of Medical Quality 30, no. 5 (September 2015): 432–40. https://doi.org/10.1177/1062860614539994.
Manary M, Staelin R, Kosel K, Schulman KA, Glickman SW. Organizational characteristics and patient experiences with hospital care: a survey study of hospital chief patient experience officers. American journal of medical quality : the official journal of the American College of Medical Quality. 2015 Sep;30(5):432–40.
Manary, Matthew, et al. “Organizational characteristics and patient experiences with hospital care: a survey study of hospital chief patient experience officers.American Journal of Medical Quality : The Official Journal of the American College of Medical Quality, vol. 30, no. 5, Sept. 2015, pp. 432–40. Epmc, doi:10.1177/1062860614539994.
Manary M, Staelin R, Kosel K, Schulman KA, Glickman SW. Organizational characteristics and patient experiences with hospital care: a survey study of hospital chief patient experience officers. American journal of medical quality : the official journal of the American College of Medical Quality. 2015 Sep;30(5):432–440.
Journal cover image

Published In

American journal of medical quality : the official journal of the American College of Medical Quality

DOI

EISSN

1555-824X

ISSN

1062-8606

Publication Date

September 2015

Volume

30

Issue

5

Start / End Page

432 / 440

Related Subject Headings

  • Value-Based Purchasing
  • Physicians
  • Patient Satisfaction
  • Organizational Culture
  • Nurses
  • Motivation
  • Humans
  • Hospitals
  • Hospital Administration
  • Health Policy & Services