Compassion Practices and HCAHPS: Does Rewarding and Supporting Workplace Compassion Influence Patient Perceptions?. (19th May 2014)

• Record Type: Journal Article
• Authors: McClelland, Laura E.; Vogus, Timothy J.
• Is Part Of: Health services research. Volume 49:Number 5(2014)
• Page Start: 1670
• Page End: 1683
• Publication Date: 2014-05-19
• Subjects: Medical care -- Periodicals; Medical care -- Evaluation -- Periodicals; Hospital care -- Periodicals; Health services administration -- Periodicals; 362
• DOI: 10.1111/1475-6773.12186
• Languages: English
• ISSNs: 0017-9124

Abstract

<abstract abstract-type="main" id="hesr12186-abs-0001"> <title> <x xml:space="preserve">Abstract</x> </title> <sec id="hesr12186-sec-0001" sec-type="section"> <title>Objective</title> <p>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.</p> </sec> <sec id="hesr12186-sec-0002" sec-type="section"> <title>Study Setting</title> <p>Two hundred sixty‐nine nonfederal acute care U.S. hospitals.</p> </sec> <sec id="hesr12186-sec-0003" sec-type="section"> <title>Study Design</title> <p>Cross‐sectional study.</p> </sec> <sec id="hesr12186-sec-0004" sec-type="section"> <title>Data Collection</title> <p>Surveys collected from top‐level hospital executives. Publicly reported HCAHPS data from October 2012 release.</p> </sec> <sec id="hesr12186-sec-0005" sec-type="section"> <title>Principal Findings</title> <p>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.</p> </sec> <sec id="hesr12186-sec-0006" sec-type="section"> <title>Conclusions</title> <p>Our findings illustrate the benefits for patients of specific and actionable organizational practices that provide and reinforce compassion.</p> </sec> </abstract>