And the implications for suboptimal performance on H-CAHPS measures go beyond just the 30% of value-based purchasing incentives/penalties for below average performance. An insightful research study by Press Ganey looked at the organizational factors most closely aligned with readmission trends and found that H-CAHPS performance – not core clinical process measures – was the best predictor of patients being readmitted at an above average rate following an inpatient stay. Clearly, the way we communicate and the relationship we build with patients influences more than simply traditional “customer service” measures.
These findings all point to the need for a new management paradigm that concentrates not only on what we do as leaders, but on how we engage staff to provide a superior patient and employee experience that produces desired outcomes-focused results. At the heart of this new leadership paradigm is superior interpersonal communication competencies and behaviors that support a high-performance culture.