Improving the patient experience and measuring their satisfaction is becoming increasingly
important to facilities and manufacturers. Not only is patient satisfaction one of the three essential dimensions of the Institute for Health Improvement (IHI) Triple Aim, but the scores are also key performance metrics under the 2016 Center for Medicare and Medicaid Services (CMS) Hospital Value-Based Purchasing (VBP) Program.
Accounting for 25 percent of a hospital’s overall quality score, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores lead to a financial bonus or penalty for the facility. In regards to managing a conversion, this allows the manufacturer to align more closely with the key initiatives or priorities of the individual healthcare system.
With the ultimate goal of achieving positive patient outcomes, manufacturers are expanding their follow-up strategies post-conversion.
Novasyte gained insights into these strategies through a survey, conducted in Q4 of 2017, that reflects the opinions of 40 business leaders who manage conversions for both hardware and disposable products in 14 of the largest, global medical device and diagnostic organizations. The participants, all Novasyte client partners, represent a cross-section of 32 divisions.
Two of the findings from this report indicated:
- Companies who manage and execute conversions exclusively with internal resources reported having a significantly less robust follow-up strategy — citing only one method of facility follow-up. This follow-up method varied for each organization.
- Companies who utilize internal and external resources nearly all indicated having a multi-faceted follow-up strategy. The follow-up methods are outlined in the graph below:
There is an increased value placed on the manufacturer and facility partnership to achieve the health system's goal of ensuring positive outcomes. Today, the manufacturer is assuming the facility's goals as their own and are optimizing their post-conversion follow-up strategies to not only promote a fully-implemented product but also work towards achieving the IDN's goal of achieving positive patient outcomes and satisfaction.
Interested in finding out how the top companies develop their follow-up strategies?