The most valuable lesson of HCAHPS?

So HCAHPS scores are live...did anything surprise you?

I was surprised at the strength of the HCAHPS scores of about a dozen hospitals that I know to be struggling financially.

There HCAHPS scores were terrific...a testimony to the terrific nurses and frontliners who truly are the heart and sole of every hospital.

So, yes, let's keep talking about processes, training, scripting, rounding, accountability...but let's also talk about celebrating our successes and our people!