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Wednesday, July 17, 2013
CMS's development of the HCAHPS survey has put healthcare patient experience performance at the heart of public reporting, value based purchasing (VBP) and the continuing growth of pay for performance payer contracts. Maximizing a system's performance in these critical service metrics can mean millions of dollars to the bottom line of a large health system. Recent work using predictive analytics at both the Ohio State University and Akron General Health System has demonstrated that service performance can be greatly enhanced using advanced analytics. In this session we will discuss a large health system's patient experience challenge, how predictive analytics models were created and employed to identify high value patients and key interventions. As well as demonstrate their effectiveness in improving a Health Systems' performance on their patient experience measures. We will also discuss the extensibility of this application of analytics.