Summary: The Importance Of HCAHP Scores

Having your HCAHP scores displayed at your main nurse’s station sounds like a good way to remind folks about the importance of the patient’s experience when they are in our care. It might be frustrating to see the scores fluctuate weekly, but the goal remains the same. As patients are increasingly being referred to as “clients” or “customers”, caring interactions between patients and health care personnel are crucial to customer/patient satisfaction (Gountas, Gountas, Soutar, & Mavondo, 2014). Serving a customer’s needs fits well with the nursing profession and patient-centered care ensures resources, systems, and services are organized around the client providing increased safety, quality, and satisfaction.
References
Gountas, S., Gountas,