We now have three years of data collected for our hundreds of clients and we have compared the results in the aggregate. A number of patterns emerge:
Two of the overall measures improved significantly from 2010 to 2012:
- Overall satisfaction, those who gave 8, 9 or 10 ratings on the 11 point 0-10 scale, increased from 74% in 2010 to 81% in 2012.
- Likelihood to recommend the agency to family and friends (definitely or probably recommend) increased from 53% in 2010 to 58% in 2012.
The biggest gains in sub measures are found in the area of communications:
- Providers “always or usually” talking to patients about their medications increased significantly from 83% in 2010 to 97% in 2012.
- In 2012, patients gave their providers significantly higher marks on being informed and up-to-date about the care the patient is receiving (81% in 2010 and 94% in 2012 – percentage usually plus always).
- Providers are also perceived to be doing a significantly better job keeping their patients informed about when they would arrive (86% in 2012 vs. 74% in 2010 – percentage usually plus always).
- Finally, the percentage reporting they got the help they needed when they contacted the agency improved from 64% in 2010 to 71% in 2012 (percentage who said “yes”).
These results suggest that the implementation of the HH-CAHPS® survey has spurred patient experience improvement by home health agencies.