HBS International Inc. (HBSI), a company providing outcomes management systems to the health care industry, recently has developed HBSI ACTION, an operational analysis and performance tool. The integration of HBSI ACTION and Picker's patient satisfaction survey scores helps health care organizations determine how operational decision-making impacts the patient satisfaction levels.
Health care organizations using HBSI ACTION can now link cost information with patient satisfaction survey scores from the internationally renowned Picker Institute. This feature, the first of its kind in the health care industry, will allow hospitals to examine the direct link between operational efficiency and patient satisfaction levels. Until now, it has been difficult for hospitals to know if reducing expenses meant compromising patient care.
The only way they could investigate this was by determining how many of their customers were turning to a competing hospital. Health care leaders are under intense pressure to minimize the costs, and they have legitimate concerns about how cost reduction efforts impact patient satisfaction, as stated by Marcia Peterson, HBSI ACTION marketing director. By linking HBSI ACTION and Picker patient satisfaction scores, hospitals can make informed decisions about cost-saving measures without sacrificing patient care, according to Mrs. Peterson's conviction.
Through the use of both HBSI ACTION and the Picker adult inpatient scores, hospitals can compare against "better-performing" hospitals that are operating efficiently while at the same time achieving pretty high patient satisfaction scores. For example, a hospital can determine how its patient satisfaction scores compare to another hospital's with fewer worked hours per unit of service. Or for a hospital decreasing its length of stay, the tool can measure how this change influences patient satisfaction.
Operational efficiency cannot be utilized solely when looking at areas for performance improvement, according to Susan Edgman-Levitan, PA, who is president of the Picker Institute. Patient satisfaction and clinical care are essential components of any real effort to improve health care outcomes. Otherwise, the hospitals end up losing sight of one of their most valuable resources, their patients, and this can affect the organization's success, as Mrs. Edgman-Levitan believes.
Twelve scores from the Picker adult inpatient survey will be added to HBSI ACTION as individual elements. These parameters include coordination of care, information and education, physical comfort, emotional support, continuity and transition and surgery-specific scores. HBSI ACTION offers the largest and most current health care operational database in industry, allowing health care organizations to compare their costs and productivity to their peers' and make informed decisions based on timely, accurate cost information.
HBSI ACTION is used to identify potential opportunities for cost savings, to monitor performance over time and to identify better-performing hospitals for comparison. Hospitals, multi-hospital systems, academic medical centres and teaching facilities are among the hundreds of organizations nationwide relying on HBSI ACTION to supply reliable, relevant and current information. HBSI provides outcomes-management systems to more than 900 health care facilities across the United States.
The company's suite of systems and services allow health care institutions to improve operational efficiency; increase clinical, financial and resource performance; strengthen competitive position; enhance patient functional status; heighten patient satisfaction; and monitor home health. The Picker Institute is a non-profit affiliate of CareGroup, Inc. The Picker patient satisfaction survey tools enable health care organizations to use patient satisfaction information as a basis for performance improvement initiatives.
Picker has conducted assessments of patients' health care experiences with more than 200.000 patients and health care consumers at more than 500 health care institutions. For more news about the collaboration between HBSI and the Picker Institute, we refer to the VMW article Patient perception surveys linked with outcomes management systems to optimize quality of care in this year's January issue.