How Improved Language Services may Improve Patient Outcomes and HCAHPS Scores
As US demographics continue to shift, hospital language services increasingly impact executive-level priorities. The struggle for great HCAHPS scores exemplifies the interaction between patient satisfaction – now a major factor affecting hospital reimbursements – and language services. This ongoing development may put language services leaders in a position to either help or hinder hospital goals.
CyraCom created this whitepaper to provide an overview of HCAHPS’s history, goals, and implications for hospitals, as well as to make the case that great language services can significantly improve patient outcomes and impact HCAHPS results.
Patient health and safety outcomes are critical pieces of the patient experience and may impact how they rate that experience when surveyed. Research confirms that LEP patients continue to suffer worse health outcomes overall than their English-speaking peers:
- The Journal of Healthcare Quality learned that LEP patients suffer medication errors and lack of informed consent.
- The American Academy of Pediatrics found that non-English-speakers experience more adverse events and longer hospital stays.
- A review of 10.7 million Medicare records identified medical misunderstanding and miscommunication as the main driver of unnecessary readmissions.
Fewer interpreter errors and provider/patient misunderstandings may improve patient outcomes, leading to fewer adverse events and a better patient experience overall – an experience which may be reflected in the HCAHPS scores the patients then give the hospital.
Businesses that embrace quality language services have seen their satisfaction scores improve dramatically. Hospitals who take a “customer service” approach to their LEP patients may achieve similar results:
The International Customer Management Institute (ICMI) studied the impact of businesses adding language services support to their customer service channels. The results were impressive, and likely mirror the impact hospitals might see on their HCAHPS scores.
ICMI found that adding language services:
- Improves satisfaction with customer support by 72%.
- Positively impacts 70% of customers that prefer a language other than English.
- Increases customer loyalty by 58%.
Hospitals that improve their LEP interactions – making patients feel heard, understood, and respected – will likely improve patient outcomes and see their HCAHPS scores improve as a result. Experts predict the US foreign-born population to increase from 40 to 80 million people by 2050, so the percentage of non-English-speaking patients continues to grow. Hospitals that focus on satisfying this demographic may benefit for decades to come.
Now that you’ve read about how better language services may improve patient outcomes, DOWNLOAD OUR WHITEPAPER to learn more about HCAHPS and how a great language services program may boost hospital performance on this critical metric.
About This Author
Hi everybody - I'm Graham, Marketing Coordinator for CyraCom. I'll be researching and analyzing breaking news and emerging trends in language, especially as they relate to the healthcare industry and interpretation.
CyraCom Blog Highlights
- Vocabulary of Native and Non-native Speakers: the Lifelong Pursuit of Language Learning posted on 03 Nov
- What Makes a Great Interpreter (Part 1) posted on 12 Aug
- The Do’s and Don’ts When Interacting with a Deaf or Hard of Hearing Person posted on 03 Mar
- Deaf Education: A History of American Sign Language in the United States posted on 20 Apr
- 2016 Year in Review | CyraCom and the Healthcare Industry12 Jan
- How Improved Language Services may Improve Patient Outcomes and HCAHPS Scores29 Nov
- How Easy-to-use Language Access may Improve Staff Adoption and HCAHPS Scores15 Nov
- How High-Quality Interpreter “Soft Skills” may Improve HCAHPS Scores02 Nov