The pace of change throughout the healthcare industry has never been greater, due in large part to a growing emphasis on improving patient satisfaction, managing costs, and improving quality of care. This is referred to as the “triple aim” of healthcare reform. In fact, healthcare reform has directly and indirectly driven the development of accountable care models and many other quality initiatives such as episode-based payment and shared risk programs. As a result, hospital revenue is now increasingly tied to measures related to patient satisfaction, health outcomes, and compliance with evidence-based standards of care. For example, one third of Medicare payments to hospitals are now based on quality or value.¹ These include a growing portion of Medicare payments based on patient satisfaction scores from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). Revenue tied to these scores is set to increase from 1.5 percent in 2015 to 2.0 percent in 2017.² Hospitals and health systems are also financially penalized for avoidable utilization, including preventable readmissions and costs for care related to medical errors. Preventable hospital admissions alone are estimated to cost Medicare $17 billion annually and medical errors across all patients have been tied to more than $1 trillion in costs.³ ⁴
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