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Compassion Practices and HCAHPS : Does Rewarding and Supporting Workplace Compassion Influence Patient Perceptions?
Author(s) -
McClelland Laura E.,
Vogus Timothy J.
Publication year - 2014
Publication title -
health services research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.706
H-Index - 121
eISSN - 1475-6773
pISSN - 0017-9124
DOI - 10.1111/1475-6773.12186
Subject(s) - compassion , nursing , empathy , perception , compassion fatigue , medicine , patient experience , health care , quality (philosophy) , acute care , psychology , family medicine , burnout , clinical psychology , psychiatry , philosophy , epistemology , neuroscience , political science , law , economics , economic growth
Objective To examine the benefits of compassion practices on two indicators of patient perceptions of care quality—the H ospital C onsumer A ssessment of H ealthcare P roviders 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 O ctober 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.