Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using psychometrics as a way of evaluating these “soft” metrics. Psychometrics helps you understand the reliability and validity of your loyalty metrics and needs to be...
Bob Hayes, PhD
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0 comments 841 readsPosted on 2012-09-04
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0 comments 907 readsPosted on 2012-08-29
Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing (VBP) program). According to QualityNet, the purpoase of the VBP program is to promote better clinical outcomes for patients and improve their experience of care during hospital stays. Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of...
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0 comments 1,189 readsPosted on 2012-08-13
Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing Program). Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their incentive payments. Additionally, US hospitals track other types of metrics (e.g., process of care and mortality rates) as measures of quality of care.
Given that hospitals have a variety of metrics at their disposal...
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0 comments 1,137 readsPosted on 2012-08-08
Using publicly available hospital data, I developed a map to help you easily identify and understand how your hospital ranks with respect to two key outcome measures: 1) Mortality rates and 2) Re-admission rates. These outcome measures were used to calculate new outcome metrics (Survival Rate and Non-Readmission Rate) where higher scores reflected better performance (scores can range from 0 to 100). Details of how these metrics were calculated appear below the map.In the map below , the hospitals can have one of four colors. For Mortality (Survival Rate), the colors for each...
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0 comments 901 readsPosted on 2012-08-07
Using publicly available hospital data, I developed a map to that ranks US hospitals with respect to how well they follow guidelines, standards of care or practice parameters. This process of care metric is based on medical information from patient records that reflects the rate or percentage across 12 procedures related to surgical care. These percentages were translated into scores that ranged from 0 (worse) to 100 (best). Higher scores indicate that the hospital has a higher rate of following best practices in surgical care. Details of how these metrics were calculated appear... -
0 comments 1,395 readsPosted on 2012-08-06
Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing Program). Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their incentive payments.
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0 comments 3,369 readsPosted on 2012-07-30
I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their Customer Experience Management programs. This talk was part of a larger webinar on competitive analytics that was co-sponsored by TCELab and Omega Management. Some of the content below appears on prior blogs but not in the format below. When the webinar becomes available online, I will update this blog post with the link.——————–
I think of Big Data as an amalgamation of different areas that help us try to get a handle on, insight from and use out of large, quickly-expanding, diverse data. To me, Big Data refers to the...
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0 comments 908 readsPosted on 2012-07-09
Hospitals are focusing on improving the patient experience. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for Acute Care Hospitals. Under the Hospital Value-Based Purchasing Program (beginning in FY 2013 for discharges occuring on or after October 1, 2012), CMS will make value-based incentive payments to acute care hospitals, based either on how well the hospitals perform on certain quality measures or how much the hospitals’ performance improves on certain quality measures from their performance during a...
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0 comments 1,256 readsPosted on 2012-07-02
Hospitals are focusing on improving the patient experience as well as clinical outcomes measures. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for Acute Care Hospitals. Under the Hospital Value-Based Purchasing Program (beginning in FY 2013 for discharges occuring on or after October 1, 2012), CMS will make value-based incentive payments to...
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0 comments 955 readsPosted on 2012-06-18
When soliciting feedback from customers through formal surveys, we only receive a percentage of completed or returned surveys. This percentage (number of people who answered the survey divided by the number of people in the sample) is referred to as the response or completion rate. In practice, I have seen response rates as low as 10% and as high as 80% across a variety of different surveys and target populations (e.g., employee and customer). How important is the response rate?
I recently got my hands on free US government data on patient survey ratings for over 3800 US hospitals. The Federal government, specifically the Centers for Medicare & Medicaid Services (CMS) and the ...
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