Tag Archives: VBP

Patient loyalty is not gained by delivering “core services” but by receiving service above expectations

Tips on improving patient experience

Hospital Care Quality Information from the Consumer Perspective (HCAPS) are an important part of Value based purchasing. Currently make up 30% of the overall score (more info on VBP/HCAPS score).

Below are some tips on ways to improve patient experience:

  • Knock, wait for a response
  • Acknowledge patient and family, Introduce yourself, smile; apologize if patient kept waiting
  • Sit, face the patient, make eye contact
  • Break the ice
  • Listen and don’t interrupt patient
  • Paraphrase patient’s history to verify understanding; identify top priorities
  • Display empathy and personal manner
  • Give patient information as you go (think out loud) and thoroughly explain what is happening and give time frame if possible
  • Involve patient in care planning, agree on plan
  • Ask if patient or family needs more explanation after each major point and if there are any reservations or concerns about plan
  • Summarize treatment plan avoiding medical jargon
  • Manage-up colleagues, provide heartfelt, genuine close to the encounter with hand on shoulder, and offer a handshake.


  1. HCAPS fact sheet
  2. HCAPS Sample Survey

Core measures – what is the big deal?

Ever wonder what “Core Measures” are and why they are so important? If so find out here.

Details on core measures can always be accessed by going to menu Doctor → Core measures.

Improving patient satisfaction using AIDET

AIDET is a simple acronym that represents a very powerful way to communicate with people who are often nervous, anxious and feeling vulnerable.

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List of Core measures has been added

The list of core measures can be found under the Doctor menu.