Healthcare Patient Satisfaction: Consulting Your Hospital's HCAHPS Customer Service Scores Is Just A Start

In hospital and healthcare settings I'm often asked (as a keynote speaker and consultant on customer service and the customer experience) about HCAHPS and how to improve scores. (A quick digression for the civilians reading this article: HCAHPS are patient satisfaction scores that some government payments are partially tied to. These scores are based on questions--mostly on specific subjects like whether it's quiet in the hospital, whether your doctor listened to you, and so forth. They also in...