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Big Data and Patient Experience are a Big Deal for U.S. Hospitals

30 August 2012
hospital patient experience big data stephdokin

The U.S. government recently released a Big Data set for Patient Experience (PX) for public and private health care facilities throughout the U.S. PX is collected by a survey known as HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems).  At TCELab, we’re interested in all sorts of Big Data; how you can build customer experience metrics that link to operational metrics providing predictive analytics for sustained revenue growth. This health care Big Data set is RICH in insights, if you know where to look.

Want to engage TCELab to figure out some of your Big Data?Email me: on over to the TCELab website for more info about what we do.


My good friend and partner in TCELab, Dr. Bob Hayes, spent some time over the summer analyzing this data, and wrote many posts about it, summarized below.

Why has Big Data and Patient experience (PX) become an important topic for U.S. hospitals?

The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing (VBP) program).

The purpose of the VBP program is to promote better clinical outcomes for patients and improve their experience of care during hospital stays. Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their incentive payments.

Hospitals, like all big businesses, struggle with knowing “if you do this, then you will succeed with this” but sometimes it’s all a guess, because they aren’t using their data correctly. How they get there is a matter of research and linkage analysis; i.e. correlating patient experience metrics with the hospital operational metrics — from there, we know what a hospital needs to focus on to improve patient experience. The key word is FOCUS. And, that’s what we help companies do at TCELab.

A Wealth of Reading

One of the best findings that Dr. Bob unearthed in the data is in his last blog post about the topic: “A Good Patient Experience Does Not Start with Medical Spending.” Like many businesses, sometimes one hopes that if you just spend more money, the problem gets fixed. Not so. Good read.

Here’s the rest of Dr. Bob’s posts in order of release, which I’ve summarized to give a single point reference:

  1. U.S.A. CTO releases Hospital Patient Experience Big Data
  2. Improve the Patient Experience to Increase Patient Loyalty
  3. Patient Experience Differences Between Acute Care and Critical Access Hospitals
  4. Map of US Hospitals and their Patient Experience Ratings
  5. How to Use Patient Experience Ratings to Prioritize Your Hospital’s Improvement Initiatives 
  6. Map of US Hospitals and their Process of Care Metrics
  7. Evaluating Hospital Quality using Patient Experience, Health Outcomes and Process of Care Measures
  8. A Good Patient Experience Does Not Start with Medical Spending