Evaluating HEDIS: Patient Satisfaction as a Key Healthcare Metric

This report examines the Healthcare Effectiveness Data and Information Set (HEDIS), maintained by the National Committee for Quality Assurance (NCQA), and its application in monitoring and improving healthcare performance across US health plans. It emphasizes the importance of patient satisfaction as a key metric within HEDIS, highlighting its impact on word-of-mouth marketing, quality improvement initiatives, and communication between patients and doctors. The report recommends leveraging feedback mechanisms to continually assess and enhance customer satisfaction, ensuring that healthcare organizations meet their objectives and improve overall service quality. References to various research articles support the analysis and recommendations.

Healthcare Effectiveness Data
and Information Set (HEDIS)
•Designed and maintained by the National Committee For Quality
Insurance(NCQA)
•Used in almost 90 percent of the US health plans to monitor and their
performance (Pugh et al , 2013)
•Allows plan to plan comparison by quality not just by price
•The HEDIS data is used to determine annual heath plan

Why HEDIS matters?
Sectors HEDIS focuses upon:
•Effectiveness of the care (Christensen et al,2013)
•Access to care
•Satisfaction with the experience of the care
•Stability of the health plan
•Use and cost of the health services
•Health care choices

Tools used for HEDIS measurement
There are various ways from which the HEDIS analysis is
done (Llanwarne et al ,2013)
Standard supplement data
EHR(electronic health record )
Registration
Surveys
Research labs

Steps for the HEDIS measurement (Moore et al, 2012)

The chosen measure for HEDIS : PATIENT SATISFACTION

Why Patient Satisfaction is important for healthcare industry
•If a patient is satisfied with the facility of a healthcare he will share his experience
to other People thus enabling word of mouth marketing (Francis et al , 2014)
•The patient satisfaction surveys act as the quality improvement tool
for the hospital thus it Can be used efficiently to improve the
quality service of the hospital.
•If a healthcare has good patient satisfaction it mean there is good
an efficient communication between the patients and the doctors thus patient
satisfaction also increases the quality of Communication of the that healthcare

Statics related to patient satisfaction

Financial benefit of patient satisfaction

Report related to financial benefit

Recommendation of the chosen Measure
The recommendation for having the chosen
measure “Customer Satisfaction” is the
“Feedback” (Kanouse et al , 2014). To ensure that
the healthcare is working on its customer
satisfaction is by taking the regular feed back .
Feedback is best process for a owner to know
whether the company
is working on the objectives followed by the
organization

Feed back Importance in terms of reports