chapter  4
An Overview of the Affordable Care Act and the Importance of Bringing Hotel/Hospitality Quality Services to Healthcare
WithBarbara Otto-Bedard, Frederick J. Demicco
Pages 19

This chapter examines the affect the Affordable Care Act and customer service (HCAHPS) has on the healthcare industry. In addition, it provides some PowerPoint slides to be used for training of staff. On March 23, 2010, the Patient Protection and Affordable Care Act or more commonly referred to as the Affordable Care Act (ACA) was enacted. There are three main goals for the HCAHPS survey. First, the survey is designed to produce comparable data on the patient's perspective on care that allows objective and meaningful comparisons between hospitals on domains that are important to consumers. Second, public reporting of the survey results is designed to create incentives for hospitals to improve their quality of care. Third, public reporting will serve to enhance public accountability in healthcare by increasing the transparency of the quality of hospital care provided in return for the public investment.