HCAHPS: having constant communication augments hospital and patient satisfaction

BACKGROUND AND AIM: The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has become a standardised instrument to measure hospitalised patients’ perception of care. Our hospital’s HCAHPS scores for the ‘communication with doctors’ domain in medical service were suboptimal when compared with peer groups in December 2020. Our goal was to improve performance in the ‘communication with doctors’ domain to at least 50% from baseline over a 6-month period. INTERVENTION: Orientation of house staff, nurses and attendings on the Acknowledge, Introduce, Duration, Explain, Thank you (AIDET) approach. Implementation of the afternoon rounds (with documentation) along with the morning rounds to summarise the plan and discuss updates throughout the day to enhance doctor–patient communication. DATA ANALYSIS: HCAHPS domain scores for ‘communication with doctors’ with each subcategory were tracked monthly as well as the number of PM notes written as a measure of afternoon rounds. RESULTS: ‘Communication with doctor’ domain improved from 8% percentile rank in December to as high as 78%. ‘Doctors treat you with courtesy/respect’ improved from 24% percentile rank in December to as high as 90%. ‘Doctors listen carefully to you’ improved from 13% percentile rank in December to as high as 88%. ‘Doctors explain in a way you understand’ improved from 2% percentile rank in December to as high as 72%. CONCLUSIONS: Our results suggest that HCAHPS scores in the ‘communication with doctors’ domain can be improved when employing the AIDET approach with each patient encounter and the addition of afternoon rounds. Sustainability is vital to the success of these interventions, as we observed in our results that there is a direct proportional correlation with the number of afternoon rounds performed with higher scores.