Enhancing patient experience in ASCs with OAS CAHPS

Patient experience is a fundamental component of quality care. Within ambulatory surgery centers (ASCs), the Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) survey is designed to measure and improve that experience, which, ultimately, leads to better patient outcomes.

Let's explore how the OAS CAHPS survey can elevate the patient experience at your ASC.

Understanding the importance of patient experience in ambulatory surgery centers

Patient experience is a crucial measure of the quality of care in ambulatory surgery centers. Given the high volume of patients at these centers, it's essential to have a well-organized process for collecting and analyzing patient feedback, so ASCs can make necessary improvements beyond the mandate. This practice of prioritizing and understanding the patient experience can lead to higher satisfaction, better clinical outcomes, and more efficient operations.

The case for patient experience measurement at ASCs

Assessing patient experience is essential for several reasons. First, it provides valuable insights into improving care processes. Second, satisfied patients are more likely to return and refer others, which helps drive patient retention. And lastly, regulatory bodies require patient experience metrics as part of their accreditation and funding criteria, making measurement crucial for compliance.

Measuring ASC performance: The role of benchmarking

Benchmarks play a critical role in understanding your ASC's performance and how it compares to others at the local and national level. They help leadership establish realistic goals and identify areas for improvement. And they help ASCs understand how the patient experience varies by clinical need-and where they're excelling or need improvement.

Regulatory vs. nonregulatory considerations

While regulations set the minimum standards, going beyond can greatly improve the patient experience. To stay competitive, healthcare organizations should focus on strategies that will raise the bar, like personalized care and better communication, which will foster a deeper connection with patients, improving their overall experience and satisfaction.

4 key strategies for improving patient experience

1. Embrace a digital-first approach to patient surveying: The Centers for Medicare and Medicaid Services (CMS) have approved two new digital-first mixed modes for OAS CAHPS surveying. Adopting a digital-first approach lets ASCs engage patients through familiar channels, which can simplify access to surveys, increase response rates, speed up data collection and analysis, and reach a wider, more diverse patient population.
2. Implement effective huddles: Daily huddles ensure the entire team is aligned with the day's objectives. Huddles help in planning patient care and workflows efficiently, reviewing individual patient needs, and identifying potential challenges. By proactively addressing barriers to optimal care delivery, we can improve patient experiences, their outcomes, and employee teamwork.
3. Adopt a teach-back method: A standardized close-of-visit process, known as the teach-back method, verifies that patients fully understand their care instructions. This benefits patients by providing clear information on next steps, while also reducing the need for follow-up calls and messages. For organizations, it ensures consistency in patient communication and improves follow-through on care plans.
4. Optimize post-discharge programs: Consistent post-discharge communications are an effective strategy for enhancing patient care. These calls help in reducing readmission rates by up to 50% through early identification and resolution of issues. Additionally, organizations that make regular post-discharge calls often see a 41% increase in patient experience scores. This approach also optimizes staff efficiency by streamlining efforts and alleviating the workload associated with manual calls.

Why should ASCs partner with Press Ganey?

• Expertise and support: Press Ganey is renowned for its extensive expertise in CAHPS and CMS regulations. We provide comprehensive data reporting with real-time insights into performance. Our regional and national benchmarks offer detailed comparative analysis to guide your ASC's improvement efforts. With scalable solutions, we ensure efficient contracting and implementation to meet your needs promptly.
• Specialized understanding of ASCs: Press Ganey helps ASCs across the country maintain compliance and improve the patient experience. Our in-depth knowledge of ASC operations ensures we deliver tailored resources and solutions that align with ambulatory surgery centers' specific needs, and are informed by our experts as well as a wide network of your peers.
• Competitive benchmarking: We provide insights into your performance 12-18 months before CMS releases results, helping you stay ahead and understand how you stack up against other ASCs at the local and national level.

Get started with OAS CAHPS to not only meet the upcoming deadline, but effectively measure and enhance patient experience in your ASC. Press Ganey is the only vendor with the expertise, scalability, and support to help you confidently meet these upcoming requirements. Contract with us now to get a head start on setting up your data submission process, test your data files, and unlock best practices.

Reach out to one of our OAS CAHPS experts to learn more.

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