261907 Patient Satisfaction Survey: What does it mean to your bottom line?

Wednesday, October 31, 2012 : 1:30 PM - 1:50 PM

Kristin Petrullo, DrPH(c), MPH, RD , SCHOOL of HEALTH Sciences and PRACTICE, NEW YORK MEDICAL COLLEGE, Valhalla, NY
Stacey Lamar, DrPH(c), CNM, MA , SCHOOL of HEALTH Sciences and PRACTICE, NEW YORK MEDICAL COLLEGE, Valhalla, NY
Kinta Alexander, MPH , SCHOOL of HEALTH Sciences and PRACTICE, NEW YORK MEDICAL COLLEGE, Valhalla, NY
Oby Nwankwo, MPH , SCHOOL of HEALTH Sciences and PRACTICE, New York MEDICAL COLLEGE, Valhalla, NY
Deborah Viola, PhD , Department of Health Policy and Management, School of Health Sciences & Practice, Valhalla, NY
The primary objective of The Affordable Care Act is to improve the health care delivery system for all Americans. In April 2011, a reward system initiative for hospitals was announced that focused enhanced reimbursement incentives to hospitals that improved overall care and maintained patient satisfaction. The initiative, known as The Partnership for Patients, utilizes information collected through studies designed to review standards of care, also known as best clinical practice measurements, as well as results from randomly assigned patient satisfaction surveys. This reimbursement initiative begins in fiscal year 2012 for Medicare insured patients and is anticipated to be implemented in the next few years by private insurers whom commonly follow Medicare's lead. Patient satisfaction has become one of the determinants of health care. Patient satisfaction measures include access, outcome, timeliness, effectiveness of service provided, and other key variables intended to improve population health in the United States. Important economic decisions are being influenced as a result of data collected through patient satisfaction surveys. The intent of our study is a better understanding of the impact of linking patient satisfaction and reimbursement and exploring how this process may influence care decisions. This retrospective study reviews one large teaching hospital in the northeast and the effect the patient satisfaction survey instrument has had on its bottom line pre and post the introduction of the Partnership for Patients. It identifies strengths and weaknesses within the hospital that influenced reimbursement and documents changes in care decisions as a result of changes in reimbursement.

Learning Areas:
Systems thinking models (conceptual and theoretical models), applications related to public health

Learning Objectives:
Identify The Partnership for Patients initiative. Evaluate the Patient Satisfaction Survey and common key components. Identify barriers and solutions to patient survey compliance.

Keywords: Patient Satisfaction, Financing

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I am a doctoral candidate working towards my doctoral degree in public health focusing in health policy and management. I am currently working as a neonatal and pediatric dietitian at a large teaching hospital and my interests include patient satisfaction in health care institutions.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.