... improvement Reimbursement metrics Brand Patient satisfaction HCAHPs Healthcare Osmel “Ozzie” Delgado, MBA and COO of Cleveland Clinic Florida (CCF) was faced with a dilemma. Under the new Centers for Medicare and Medicaid Services (CMS) reimbursement formula, patient satisfaction survey...

.... With the passage of the Affordable Care Act (ACA) and the attendant imposition of new reimbursement metrics, the picture at WKBH changed almost overnight. By the first quarter of 2016, WKBH started to lose money in excess of budget predictions despite its increased patient admissions, careful financial planning...