OBHG IMPACT SERIES: Patient Experience

By OBHG Super Admin on December 30th, 2013

Ob Hospitalist Group’s (OBHG) mission is to elevate the standard and quality of women’s healthcare. Our programs do just that by making a positive impact across many significant areas of hospital medicine. This blog series: OBHG Impact Series will cover key areas where OBHG makes a difference. This second post in the series will review the positive impact an OBHG program can deliver to partner hospitals by improving the Patient Experience and raise HCAHP scores. You can read the prior post on Patient Safety here. Future posts will address the positive impact an OBHG program can make in Risk Reduction, Physician Satisfaction, Nursing Staff Satisfaction and Retention and Organizational Readiness

Within Ob Hospital Group’s (OBHG) stated mission of elevating the standard of women’s healthcare is improving the patient experience. While safety and clinical best-practices are vital to positive outcomes, a positive patient experience and satisfaction are also of utmost importance. Initially so the patient feels safe, secure and cared for during her visit but also to encourage that patient and her family to return to the same hospital not only for OB/GYN care but all of her families medical needs. 


Enhancing the patient experience, with the intent of improving HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) score performance, can be positively impacted by implementing an OBHG hospitalist program. The presence of a hospitalist that delivers timely clinical decisions, decreasing the necessity of nurse-assisted deliveries and increasing the high-risk patient quality of care, has been identified in driving high satisfaction results among patients.

Contrary to the mistaken belief that bringing in a hospitalist program will diminish patient satisfaction and experience, in the article, Implementing a Laborist Model: Four Case Studies1 published by the Advisory Board Company, all administrators interviewed “believe that their respective programs have positively influenced patient satisfaction.”  

HCAHP scores have been publicly reported by the Center for Medicare and Medicaid Services (CMS) on its Hospital Compare website since March 2008 without a direct financial impact from government payers. However, beginning 2013, HCAHPS scores from the previous performance period of July 2011-March 2012 will be one of the determining factors in calculating the new Hospital Value-Based Purchasing program payment incentive. As evidenced in the Summer 2012 HCAHPS Executive Insight Letter (www.hcahpsonline.org), CMS is frequently asked how hospitals can improve patient’s experience and their answer includes “…we have left it to hospitals and the healthcare industry to take the lead in developing practices, processes, techniques, education and innovations that may improve quality of care.” Implementing an OBHG hospitalist program is one such innovation that can help to increase your HCAHP “top-box” selecting or rather patients choosing the most positive responses on surveys.

“Top-Box” HCAHPS Performance indicators an OBHG hospitalist program positively impacts:

  • Communication with Doctors
  • Communication with Nurses (OBHG Hospitalists Collaborate with Nursing Staff and Provide Educational Opportunities)
  • Communication About Medications
  • Responsiveness of Hospital Staff
  • Discharge Information
  • Would You Recommend Hospital to Friends and Family?

A positive patient experience is not only important to the patient themselves but is of paramount importance to generating revenue and improving patient volume for the hospital. Happy, satisfied patients are also a key objective for private physicians, even when they are unable to be the attending physician. OBHG hospitalists are service-oriented and selfless in their approach to patient care and physician support resulting in very positive patient, private physician and nursing staff satisfaction reports. 

1 http://oblaborist.org/study_articles/laborist_model.pdf

We invite you to discover more about OBHG and the advantages that our customized programs deliver to our partner hospitals, physicians and patients.  Contact an OBHG representative today at Programs@obhg.com or  800.967.2289

Written and published by OBHG Media. Copyright © 2013.

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