Can a Wayfinding App Increase Your Hospital’s Medicare Bonus? | Software for Healthcare Development
Patient satisfaction has always been a focus area for most hospitals, but now that satisfaction ratings are tied to Medicare reimbursements, the issue has taken on new importance.
Since 2012, as part of the Affordable Care Act, one percent of Medicare reimbursements – an amount totaling roughly $850 million – has been withheld from hospitals and placed in a bonus pool, used to reward hospitals based on their adherence to clinical performance guidelines and patient-satisfaction ratings. The withholding rate will double in 2017, creating a bonus pool of more than $1.5 billion.
Patient-satisfaction ratings, as determined by the industry-standard HCAHPS survey, represent 30 percent of the bonus score, so hospitals are, understandably, doing what they can to generate positive survey results. Most of the survey questions are clearly tied to the quality of medical care – nurse and doctor communication, pain management, cleanliness of the environment – but there are two in particular that address the hospital experience as a whole: question 21 asks for an overall hospital rating, and question 22 gauges willingness to recommend the hospital to others.
When answering these two questions, a wide range of experiences – some of them completely unrelated to actual care received – can stand out in a patient’s mind. Maybe it’s the cost of items in the gift shop, the lack of vegetarian dishes on the cafeteria menu, or some other issue, but just one frustrating experience, even if it has little or nothing to do with clinical performance, can prompt a rating downgrade.
There is, of course, the idea that you can’t please all the people all the time, and maybe hospitals should simply expect a certain percentage of negative survey responses. But there’s one aspect of hospital care that almost always influences a patient’s perception of the experience, and that’s indoor wayfinding.
Nearly a third of all first-time visitors to a hospital get lost, and even repeat visitors report difficulties finding where they need to go. Add to this the fact that many patients are already in a stressed state when they arrive – worried, distracted, rushed, or dealing with a physical difficulty – and even small problems with indoor route-finding can quickly lead to frustration and bad impressions.
Apps guide the way
To avoid this kind of negative experience, a growing number of hospitals now offer an interactive mobile app that provides real-time wayfinding. In the same way that drivers use GPS navigation, patients (and visitors) use a wayfinding app to navigate their way through the hospital complex. Since more than two thirds of Americans now have a smartphone, and rely heavily on mobile apps for information, hospitals can be confident they’ll have a sizable – and receptive – audience for this kind of app.
To ensure the fastest, most accurate guidance indoors, the app can leverage Awarepoint’s highly precise technology for indoor location. This technology, which forms the basis of Awarepoint’s Location as a Service uses Bluetooth Low Energy beacons, and lets the wayfinding app pinpoint your current location and track progress, from floor to floor or from building to building, as you’re guided to your destination.
A better experience
Being able to find where you need to go, without getting lost, may not seem like it’s an issue directly relating to healthcare services, but it can significantly improve the patient and visitor experience, and that can do a lot to increase satisfaction. And that, in turn, can boost results for questions like 21 and 22 on the HCAHPS survey, for a possible uptick in Medicare reimbursements.
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