Service Excellence: Understanding Patient Experience of Care Data

Knowledge of and understanding patient experience of care data should not be solely isolated to Reimbursement, Decision Support, Data Analytic or strategic planning in the C-suite of a healthcare organization. The presentation provided an overview of CMS Value-Based Purchasing program, focusing on the domain of patient experience of care and how the role of frontline staff and departments can influence and improve HCAHPS patient experience of care data. Most, if not all, healthcare staff can impact the patient experience of care.