HCAHPS and VBP Tool

My friends over at CLS tell me that their HCAHPS management tool will be unveiled/debuted/announced at the Healthcare Service Excellence Conference, Nov 5-7 2008, in Louisville.  From what I know (and I’ve been sworn to secrecy), it’s worth the trip to Louisville.  …I suspect you’ll be hearing more about this (and CLS) in the months [...]

Developing a Comprehensive HCAHPS and VBP Strategy

Most hospitals have a strategy around managing HCAHPS scores.  The gap between ‘good’ and ‘great’ seems to be the degree to which the senior team is able to be proactively engaged in the process.  Are priorities set?  What are the consequences of failure?  What are the VBP-consequences of not reaching and sustaining HCAHPS targets?  Is [...]

Bold goals, decisive action.

In my experience as both a hospital CEO and survey company executive, I have experienced and seen the direct link between accountability and success. It’s a concept that is so fundamental to our training as managers, that it often gets lost in the ‘busy-ness’ of our daily lives as specialist-managers. And that’s a shame, because [...]