How to Improve HCAHPS Scores with Foodservice

Hospitals today are under more pressure than ever to boost their Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) customer satisfaction scores as their federal funding hinges on high ratings. One way to organically increase these scores is through the food you serve. Buttoning up the way you prep, cook and serve food can have a major impact. Below are tips for how to improve HCAHPS scores with foodservice.

What are HCAHPS Scores?

The HCAHPS survey is administered by the Centers for Medicare & Medicaid Services (CMS) and serves as a standardized method for the federal government to track patient perceptions of hospitals. CMS withholds a percentage of Medicare payments from acute-care hospitals to redistribute nationwide based on quality of care. According to CMS, the survey is sent between 48 hours and six weeks after discharge to randomly discharged patients. Of the 29 survey questions, 19 core questions address hospital experience, focusing on everything from communication with nurses, and doctors to the facility’s cleanliness and condition.

The results account for 25 percent of a hospital’s Total Performance Score, which dictates the amount of money a hospital is reimbursed. Hospitals rely on this Medicare funding, so maintaining high patient satisfaction scores is critical.

Linking Food to Overall Satisfaction

Although there are not specific questions around food on the HCAHPS survey, there are several sections where a positive or negative experience with food service could affect scores. The theory behind this approach is that a positive food service experience speaks to a better overall experience — creating a “halo effect” that trickles down to patient care questions on the HCAHPS patient satisfaction survey.

One director of dining services said that his facility saw an immediate 10 percent increase in patient satisfaction scores after going live with their room-service program.

Revamping the Foodservice Experience

As a result, hospitals are seeking new and innovative ways to create a more positive customer experience. One tactic they are employing is a thorough revamping of food service operations to focus on personalized meal options and room service delivery systems.

About 48 percent of hospitals provide on-demand room service for patients, according to a survey of 184 providers by FoodService Director magazine. About 67 percent of facilities with a food and beverage budget over $5 million reported using room service delivery. This modern approach not only cuts down on waste and inefficiencies but can also improve patient satisfaction.

Emphasizing Equipment’s Role

With so much riding on quality food service, it’s imperative that the back-of-house is performing at as high a level as the front.

A kitchen performing at maximum efficiency allows a facility to keep up with demand and deliver room service upon patient request. In order to keep the kitchen running smoothly, the equipment used to prepare and deliver the food needs to be properly maintained.

Making Maintenance Top of Mind

Following regular preventative maintenance schedules allows operators to plan ahead and can help avoid emergency situations that negatively impact service. Additionally, authorized service providers offer preventative maintenance packages that can include thorough inspection, cleaning and replacement of certain equipment components depending on the age or wear level.

_Sources: 

• _{https://www.reviewjournal.com/life/health/health-care-takes-cues-from-hospitality-on-customer-service/} 


• _{https://www.foodservicedirector.com/operations/2016-healthcare-census-hospitals-raise-their-game} 


• _{https://www.pressherald.com/2016/06/12/once-an-afterthought-hospital-food-goes-upscale/}