Measuring consumer saatisfacton

You were introduced to the HCAHPS survey in the lecture entitled, “How External Entities Drive Health Care Quality,” presented in this Module.

Your facility has just received the latest results from the HCAPHS survey. The survey results indicate that your facility had a low satisfaction score for question number 23, which asks if the facility respected the patient’s preferences for determining care after discharge. View the attached doc below

Retrieved from http://www.hcahpsonline.org/surveyinstrument.aspx. Centers for Medicare & Medicaid Services, Baltimore, MD. 4/20/2014.

Suggest some possible reasons why patients would have responded negatively to the question, then explain which area of quality (structure, process, outcomes) you believe needs to be addressed to improve the scores.