Scope: Healthcare, a time-honored profession, is genuinely dedicated to helping others and OBLIGATED with saving lives and stomping out disease. Despite that heritage and DUTY healthcare has been cheapened, by any means necessary and at the cost of so much, into just another customer-driven service. Rating healthcare has done nothing for healthcare but leave behind a significant trail of collateral damage and our nation’s current silent national crisis.
1. Healthcare is like NO other industry, NONE.2, 3, 7, 17
2. There is NO correlation between satisfied patients and good healthcare.3, 4, 17
3. Despite ALL the money, time, and effort satisfaction scores remain unchanged.3, 17
4. Some of the collateral damage from chasing satisfaction scores:1, 2, 3, 4, 8, 10, 11, 12, 16, 17
Rating healthcare is NOT the solution to healthcare’s problems. Rating healthcare is healthcare’s problem.
Proposals: In 2013, the federal government announced a college rating system, with similar intent as that to HCAHPS, to withhold billions of dollars in federal student aid money from low performing colleges.15 Sound familiar? However, thanks to college leaders who stood their ground and pushed back, that college ranking system was abandoned. In pushing back those leaders pointed out the proposed “misguided” rating system was “quite wrongheaded”, “uncharacteristically clueless”, “oversimplified to the point that it actually misleads” and “prioritized moneymaking”. All predictable and were actualized in healthcare before (private consumer rating companies i.e. Press Ganey) and after HCAHPS. To MAKE HEALTHCARE GREAT AGAIN we must ABOLISH HCAHPS and implement the following:17
1. Anonymous. (2012, December 13). Reducing waste in health care. Health Affairs. Retrieved from http://www.healthaffairs.org/healthpolicybriefs/brief.php?brief_id=82
2. Doyle, T. (2011, June 2). Suck it up, America: The tough choices we face for real healthcare reform.
3. Falkenberg, K. (2013, January 2). Why rating your doctor is bad for your health. Forbes. Retrieved from http://www.forbes.com/sites/kaifalkenberg/2013/01/02/why-rating-your-doctor-is-bad-for-your-health/
4. Fenton. J.J., Jerant, A. F., Bertakis, K. D., & Franks, P. (2012, March 12). The cost of satisfaction: A national study of patient satisfaction, health care, utilization, expenditures, and mortality. JAMA Internal Medicine. Retrieved from http://archinte.jamanetwork.com/article.aspx?articleid=1108766
5. Fred Lee, About the author. (n. d.). Patient Loyalty. Retrieved from http://www.patientloyalty.com/abouttheauthor.html
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7. Gallup. (2014, December 8-11). [Bar graph illustration] Honesty/Ethics in Professions. Retrieved from http://www.gallup.com/poll/1654/honesty-ethics-professions.aspx
8. Gates, D., Gillespie, G., Smith, C., Rode, J., Kowalenko, T., Smith, B., & Arbor, A. (2011). Using action research to plan a violence prevention program for emergency departments. Journal of Emergency Nursing, 37, 32-39.
9. Kjerulf, A. (2006, July 12). Top 5 reasons why “The customer is always right” is wrong. Retrieved from http://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service/
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11. Munro, D. (2014, February 2). Annual U.S. healthcare spending hits $3.8 trillion. Forbes. Retrieved from http://www.forbes.com/sites/danmunro/2014/02/02/annual-u-s-healthcare-spending-hits-3-8-trillion/
12. Papa, A., & Venella, J. (2013). Workplace violence in healthcare. The Online Journal of Issues in Nursing. Retrieved from http://www.medscape.com/viewarticle/807943_3
13. Salzberg, S. (2014, May 26). Dr. House was right: Give patients what they need, not what they want. Forbes. Retrieved from http://www.forbes.com/sites/stevensalzberg/2014/05/26/dr-house-was-right-give-patients-what-they-need-not-what-they-want/
14. Scheinfeld, A. (2014, June 2). 5 things your nurse wants you to know (but can never tell you). Nursetogether.com. Retrieved from http://www.nursetogether.com/5-things-your-nurse-wants-you-to-know-but
15. Shear, M. D. (2015, September 12). With website to research colleges, Obama abandons ranking system. The New York Times. Retrieved from http://www.nytimes.com/2015/09/13/us/with-website-to-research-colleges-obama-abandons-ranking-system.html?_r=0
16. TEDx Talks. (2011, April 6). TEDxMaastricht-Fred Lee-Patient satisfaction or patient experience? YouTube.com. Retrieved from https://www.youtube.com/watch?v=tylvc9dY400
17. Torres, J. A. (2012, October 25). The customer is never right: A nurse practitioner’s perspective. PublishAmerica.