NR584NP Week 6 Discussion: Client Satisfaction

Follow these guidelines when completing each component of the discussion. Contact your course faculty if you have questions.

General Instructions

Consider the client satisfaction data currently analyzed at your workplace. If you do not have a current practice location, select a local healthcare facility or provider to answer the questions below.

Include the following sections:

1. Application of Course Knowledge: Answer all questions/criteria with explanations and detail.

• • Describe one tool used to measure client satisfaction.
  • Discuss how accurately client satisfaction scores reflect quality in the organization.
  • Analyze the strengths and limitations of using satisfaction measures for quality improvement.
  • Analyze the strengths and limitations of using satisfaction measures for reimbursement.
  • Describe the ethical considerations that should be considered when using client satisfaction measures to drive financial incentives in the healthcare industry.

2. Integration of Evidence: Integrate relevant scholarly sources as defined by program expectationsLinks to an external site.:

• • Cite a scholarly source in the initial post.
  • Cite a scholarly source in one faculty response post.
  • Cite a scholarly source in one peer post.
  • Accurately analyze, synthesize, and/or apply principles from evidence with no more than one short quote (15 words or less) for the week.
  • Include a minimum of two different scholarly sources per week. Cite all references and provide references for all citations.

Solution: NR584NP Week 6 Discussion: Client Satisfaction

One tool used to measure client satisfaction in healthcare is the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey. This is a standardized survey used across hospitals in the United States to assess patient perspectives on hospital care. The areas covered include communication with doctors and nurses, the hospital staff’s responsiveness, hospital environments’ cleanliness and quietness, pain management, discharge information, and overall hospital rating (Centers for Medicare and Medicaid Services [CMS], 2024). The HCAHPS survey offers uniform measures for comparisons across hospitals and is usually tied to reimbursement via programs such as the Value-Based Purchasing (VBP) initiative by Medicare (CMS, 2024). Considering accuracy, while the HCAHPS offers insights into patient experience with care delivery, it does not give a complete or entirely accurate reflection of the quality of care. This is subject to response bias, personal preferences, and immediate experiences, which may not be consistent with the care standards (Eftekhary et al., 2019).

The strengths of using satisfaction measures for quality improvement include patient-centeredness, the provision of actionable data, and the opportunity to benchmark and compare performance against national and regional benchmarks, informing quality improvement efforts (CMS, 2024). The limitations include subjectivity of patient response, incomplete picture of the care quality due to more focus on service elements, patients’ response bias, and external influences (e.g. socioeconomic status, recent personal life events) (Mercier et al., 2022).

The strengths of using satisfaction measures for reimbursement are that it incentivizes and encourages patient-centered care, enhances communication, engagement, and patient experience, and aligns financial incentives with patient outcomes such as the MVBP program, leading to improved patient satisfaction and outcomes (CMS, 2024). One key limitation is the measures overemphasize satisfaction, which can cause organizations to have wrong priorities such as prioritizing better amenities over reducing readmissions to enhance patient satisfaction…..Click on the PayPal icon below to purchase full solution for $5

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