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Health Serv Res. 2014 Oct;49(5):1670-83. doi: 10.1111/1475-6773.12186. Epub 2014 May 19.

Compassion practices and HCAHPS: does rewarding and supporting workplace compassion influence patient perceptions?

Author information

1
Department of Health Administration, Virginia Commonwealth University, Richmond, VA.

Abstract

OBJECTIVE:

To examine the benefits of compassion practices on two indicators of patient perceptions of care quality-the Hospital Consumer Assessment of Healthcare Providers and systems (HCAHPS) overall hospital rating and likelihood of recommending.

STUDY SETTING:

Two hundred sixty-nine nonfederal acute care U.S. hospitals.

STUDY DESIGN:

Cross-sectional study.

DATA COLLECTION:

Surveys collected from top-level hospital executives. Publicly reported HCAHPS data from October 2012 release.

PRINCIPAL FINDINGS:

Compassion practices, a measure of the extent to which a hospital rewards compassionate acts and compassionately supports its employees (e.g., compassionate employee awards, pastoral care for employees), is significantly and positively associated with hospital ratings and likelihood of recommending.

CONCLUSIONS:

Our findings illustrate the benefits for patients of specific and actionable organizational practices that provide and reinforce compassion.

KEYWORDS:

Compassion practices; HCAHPS; management practices; patient perceptions of care; quality of care

PMID:
24837713
PMCID:
PMC4213055
DOI:
10.1111/1475-6773.12186
[Indexed for MEDLINE]
Free PMC Article

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