Date of Conferral
2023
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Roger W. Mayer
Abstract
Officials from the Centers for Medicare and Medicaid Services (CMS) created the hospital valued-based purchasing (VBP) program focused on controlling cost, inefficiencies, and quality-of-care. Hospital leaders are incentivized or penalized based on meeting quality outcomes and risk millions of dollars in reimbursement if they do not meet the quality-of-care standards specified in the CMS hospital VBP program. Grounded in the transformational leadership theory, the purpose of this qualitative multiple case study was to explore strategies hospital leaders used to improve patient satisfaction to increase VBP performance-based reimbursements. Participants included eight hospital leaders from seven hospitals in California who successfully implemented strategies to increase their VBP performance-based reimbursements. Data were collected using semistructured interviews and organization documents. Data were analyzed using Yin’s five-step process, and four themes emerged: developing evidence-based strategies, continuing employee education, leadership strategies, and effective communication strategies. A key recommendation is for hospital leaders to develop evidence-based strategies to improve patient satisfaction while adapting to the changes in health care regulations and modifications in VBP reimbursement. The implications for positive social change include the potential to improve patient health and the well-being of residents of their local communities.
Recommended Citation
Silla III, Celso G., "Strategies to Improve Hospital Patient Satisfaction to Increase Performance-Based Reimbursements" (2023). Walden Dissertations and Doctoral Studies. 14503.
https://scholarworks.waldenu.edu/dissertations/14503
