The Relationship between Provider-Patient Communication and HCAHPS Composite Measures and Hospital Ratings
30 Pages Posted: 6 Feb 2020
Date Written: January 14, 2020
Abstract
We highlight clinical and operational issues as well as gaps associated with providers’ communication and the importance of using metrics such as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) that allow consumers to discern how hospitals differ on specific characteristics. We also provide evidence about the importance of developing an effective care partnership between physicians and patients in both primary care practices and multi-specialty groups by strengthening doctor-patient communication (DPC). A partial correlation analysis to ascertain those HCAHPS composite measures that most relate to the overall hospital rating with a specific focus on DPC was conducted. Our findings reveal a significantly positive relationship between DPC and various care measures. From a health policy standpoint, it is imperative that hospital administrators stress open and clear communication between doctors and patients to avoid problems ranging from misdiagnosis to incorrect treatment. Altering the patterns of DPC involves adaptation and training for doctors who are expected to adjust their standard “script” when communicating with patients.
Keywords: Provider-Patient Communication, Patient Satisfaction, HCAHPS Composite Measures, Hospital Ratings, Qualitative Research
JEL Classification: I11, M54
Suggested Citation: Suggested Citation