Higher Patient Satisfaction: The Only Metric That Matters

Higher Patient Satisfaction: The Only Metric That Matters

Healthcare

THE CHALLENGE.

In the world of healthcare, it goes without saying that one of the most important measures of success for any organization is the level of patient satisfaction they’re able to provide. A lot of people don’t realize that in the United States, all hospital patients are asked to complete a Consumer Assessment of Healthcare Providers and Systems survey, otherwise known as CAHPS.

Recently, the team at Pegasus One was asked to use our experience to analyze a massive volume of CAHPS data using advanced artificial intelligence (AI) and computer science techniques. The goal was simple: not only did we need to help a leading healthcare client better understand their patient’s needs, but we also had to deliver precise, actionable recommendations and advice to our client using both patient feedback AND clinical background data.

Luckily, that’s exactly what we were prepared to do.

Higher Patient Satisfaction: The Only Metric That Matters

Healthcare

THE CHALLENGE.

In the world of healthcare, it goes without saying that one of the most important measures of success for any organization is the level of patient satisfaction they’re able to provide. A lot of people don’t realize that in the United States, all hospital patients are asked to complete a Consumer Assessment of Healthcare Providers and Systems survey, otherwise known as CAHPS.

Recently, the team at Pegasus One was asked to use our experience to analyze a massive volume of CAHPS data using advanced artificial intelligence (AI) and computer science techniques. The goal was simple: not only did we need to help a leading healthcare client better understand their patient’s needs, but we also had to deliver precise, actionable recommendations and advice to our client using both patient feedback AND clinical background data.

Luckily, that’s exactly what we were prepared to do.

APPROACH.

Pegasus One investigated data from more than 50,000 different patients, all of whom had visited our client’s health centers over a two year period of time. We evaluated key patient care issues like communication, responsiveness and pain management, and more. Then, we compared a holistic set of analytics that correlated to the clinical and social backgrounds of those patients.

During our analysis, we used decision-tree and regression models, along with intensive hypothesis testing, to fully understand all variables at play and how each impacted the others.

RESULTS.

Analysis

Analyzed 30,000 CAHPS records

Identification

Identified key factors leading to lower patient satisfaction

Recommendation

Recommended specific improvements for increasing patient satisfaction

VALUE.

At the end of the project, we were able to deliver a detailed set of patient satisfaction analytics to our client, along with a series of observations and informed, specific recommendations for further improvements that could be made to their health network. We also advised the client on resource planning to guarantee proper staffing for a number of unique circumstances they were likely to face, all of which will help them improve patient satisfaction even more in both the short and long-term.