In hospitals utilizing process improvement methodologies, HCAHPS scores are often the top tracking method for patient experience activity, at 78%. And in fact, nearly all responses for tracking methods (i.e. post-discharge phone calls, or third party surveys) are higher for health organizations that use process improvement methodologies.

In this survey, a much greater share of organizations that use process improvement methodologies reported major improvements in HCAHPS scores, at 16% vs 6%. In addition, organizations that use process improvement methodologies reported moderate improvements of 47%, versus only 36% of hospitals without these methodologies.

This survey provides evidence that process improvement methodologies can greatly assist health systems in improving patient experience. While these methodologies are likely not the only factor in improved patient experience, they could be very helpful in ensuring long-term improvement in patient experience.

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