<iframe src="//www.googletagmanager.com/ns.html?id=GTM-5FL72Z" height="0" width="0" style="display:none;visibility:hidden">

New Studies Affirm Links between Improving Communication and the Patient Experience

Posted by Greg Hyman on Oct 1, 2015 1:14:08 PM

When healthcare leaders talk about strategies for improving the patient experience, communication is a topic that comes up very often.

Yet, in practice, addressing communication can be extremely challenging, particularly in an industry in which work volumes are very high, margins low, and stakeholder relationships as diverse as they are complex.

For all that it is a challenge, though, addressing communication represents a powerful opportunity for many organizations to achieve meaningful return on their investments in improvement. In working closely with clients to improve communication practices, Avatar’s Engagement Services division has witnessed this potential firsthand. 

Now several new studies further suggest that if opportunities to improve communication aren’t being examined by your organization, perhaps they should be. Here is a quick look at the findings and what they could mean for your business outcomes.

Read More

Defending the Data, Vol. 3 – Bringing Your Patient Experience Data to Life

Posted by Marty Wright, Vice President of Engagement Services on Sep 30, 2015 6:00:00 AM


In this series of articles, Avatar’s Vice President of Engagement Services shares his experiences and suggestions to help patient experience leaders present data in a way that connects with audiences.


In the previous articles in this series (Vol. 1 and Vol. 2), I discussed what my first presentation of patient experience data many years ago taught me about the value of telling the story instead of just “telling the data,” as well as how to craft the right patient experience message.

In this installment, I’d like to build on those topics with some specific key steps for bringing your patient experience survey data to life – that is, using the data to inform actions that ultimately improve patients’ experiences of care.

Read More

What the ABCs of Employee Engagement Mean for Your Business

Posted by Hannah Johnson on Sep 29, 2015 3:05:08 PM

If you’ve worked with a survey vendor to measure employee engagement, you may be familiar with the terms “engaged” and “disengaged.”

Though these concepts were first introduced to the business world years ago, many employee survey vendors’ engagement models still place employees into broad engaged and disengaged categories.

Read More

The Evolution of CAHPS Surveys

Posted by Melissa Herrett on Sep 23, 2015 1:54:35 PM

For many individuals in the healthcare industry, it probably seems like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has been around forever.

Given the amount of attention it has received, especially in recent years with the implementation of Value-Based Purchasing, the HCAHPS survey has become hard to avoid in conversations about the patient experience or healthcare.

In actuality, however, the HCAHPS survey has only been in use for about a decade. This blog post explores key developments in HCAHPS and other CAHPS surveys over the years.

Read More

Patient Education and Its Impact on the Care Experience

Posted by Janice Rivera, Patient Ambassador, UF Shands Hospital on Sep 23, 2015 6:00:00 AM

When I first became a Patient Ambassador in the Post Anesthesia Care Unit at University of Florida Health Shands Hospital, I didn’t realize how much my role would involve teaching patients.

It was easy to anticipate that patient satisfaction would be a priority for our busy surgical department, which serves patients from the hospital’s Level 1 Trauma Center. But it would take firsthand experience for me to recognize how integral education is to earning patients’ satisfaction.

Read More

The Most Important Part of Your Employee Survey ... Isn't the Survey

Posted by Brian Ellis on Sep 22, 2015 3:20:37 PM

Collecting feedback from your staff through employee engagement surveys is the first step to attracting and retaining top talent and increasing employee engagement at your organization.

Without knowing how staff feel about the most important aspects of their jobs, leaders can be left in the dark about how to make employees more committed to their work. Numerical data from the survey can begin to address this by providing baseline measures in a variety of key areas – anything from how people feel about their pay and benefits to how cooperative they think their coworkers are.

Data from the survey can be easily misconstrued, however, depending on the employee’s personal experiences and how they interpret the question. As such, the most important part of your employee survey program may not be your survey at all. Let’s take a look at an example that illustrates how this is so.

Read More

Using Patient Surveys to Plan & Improve New Services

Posted by Greg Hyman on Sep 17, 2015 5:00:00 PM

Most healthcare leaders understand how critical patient feedback is for identifying service gaps, improving quality, and building a value offering that is competitive in the marketplace.

However, when we hear talk about the mechanisms used for collecting patient feedback – tools like patient surveys and focus groups – so often we’re hearing about research that is retrospective. That is, these tools are being used to improve future service based on experiences that have already occurred.

Read More

Famous Employee Engagement Quotes Vol. 3

Posted by Hannah Johnson on Sep 15, 2015 9:42:57 AM
A positive and focused atmoshpere is a perfect building block to employee engagement. We see insprational quotes all over the place. Scoll through Twitter on a Monday and see #MotivationalMonday at least a handful of times. We’ve given you Vol. 1 and 2 on our blog and now we’re mixing it up with Vol. 3! Here is a printable infographic to help motivate your employees with these inspirational quotes. 
Read More

Blind Spots in Standardized CAHPS Surveys

Posted by Melissa Herrett on Sep 10, 2015 11:05:36 AM

CAHPS surveys provide important information about patients’ experiences. Whether you are administering HCAHPS, CG-CAHPS, or any of the other standardized surveys, the instruments provide useful information to help you develop improvement initiatives. However, in order to have the most impact, you must recognize that there are blind spots in any standardized measure. This blog post outlines three such blind spots.

Read More

3 Tips for Preventing Employee Unionization

Posted by Greg Hyman on Sep 9, 2015 11:06:25 AM

The National Labor Relations Board’s recent ruling in favor of a joint employer standard has brought fresh attention to the issue of labor relations and unionization in the United States.

Read More

Subscribe to Email Updates