1. HCAHPS and Value-Based Purchasing. In 2012, CMS will implement pay-for-performance programs as a new way to reward hospitals for quality care. Also referred to as value-based purchasing, CMS will withhold a percentage of Medicare reimbursement from hospitals that can be earned back based on performance of quality, safety and patient satisfaction metrics. Current proposals indicate that a hospital will need to perform in the national 95th percentile to earn back all of the withheld dollars. This program provides hospitals incentives to improve quality.
2. Improving Employee Engagement Leads to Better Patient Experience Creating a culture of engaged employees positively benefits patients, according to the Gallup Organization. In addition, Gallup consistently finds that healthcare providers with higher levels of employee engagement are viewed as workplaces of choice in the industry throughout the country. They retain and develop the most talented nurses, physicians and other healthcare professionals.
3. Patient-Centered Communication and Empathetic Listening According to an October 13 article in the Journal of Participatory Medicine, patients' involvement in their health care is likely to reduce errors, adverse events and nonadherence to treatment. An increased emphasis on developing partnerships between patients, physicians and other health professionals may help reduce the economic burden of chronic disease and enhance healing and illness management. Using empathic listening is a way to build up trust, reduces anxiety and allows the practitioner to be sensitive to the patient's emotions.
References: Huitt, W. (2009). Empathetic listening. Educational Psychology Interactive. Valdosta, GA: Valdosta State University. Retrieved 12/2/10 from (Article Link)
Lovell BL, et al. Physician Communication: Barriers to Achieving Shared Understanding and Shared Decision Making with Patients. Journal of Participatory Medicine, October 13, 2010. (2):e12. Article Link
Communication with Patients after an Adverse Event, Institute for Healthcare Improvement. (Article Link)
4. Nursing Communication and Responsiveness A number of barriers prevent nurses from being able to respond effectively, including rapidly changing health care settings and an evolving health care system. These barriers need to be overcome to ensure that nurses are well- positioned to lead change and advance health.
Reference: The Future of Nursing: Leading Change, Advancing Health. Consensus Report, October 5, 2010, Robert Wood Johnson Foundation Initiative on the Future of Nursing, at the Institute of Medicine. (Article Link) Key messages of report. (Article Link)
Patient Transitions and Handoff: Patients and families expect that handoffs between caregivers are reliable. They expect that the appropriate information will be transferred so that care is seamless and uninterrupted.
5. Social Media and Healthcare It's a challenge for healthcare providers to keep up with the changing landscape of social media. Current trends include engaging e-patients, helping patients manage health goals via social media, integrating social media with personal health records, avoiding HIPPA pitfalls, managing conversations for service recovery and maintaining the fine line between delivering health information and health advice.
References: Sharp, John. Social Media in Health Care: Barriers and Future Trends, 5/10/10. (Article Link)
Marketing: Are Social Media's Rewards Worth the Risks? Media HealthLeaders (Article Link)
