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      Compassion practices and HCAHPS: does rewarding and supporting workplace compassion influence patient perceptions?

      Health Services Research
      Attitude to Health, Cross-Sectional Studies, Empathy, Female, Humans, Male, Nursing Care, organization & administration, Organizational Culture, Patient Satisfaction, Quality of Health Care, United States, Workplace, psychology

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          Abstract

          To examine the benefits of compassion practices on two indicators of patient perceptions of care quality-the Hospital Consumer Assessment of Healthcare Providers and systems (HCAHPS) overall hospital rating and likelihood of recommending. Two hundred sixty-nine nonfederal acute care U.S. hospitals. Cross-sectional study. Surveys collected from top-level hospital executives. Publicly reported HCAHPS data from October 2012 release. 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. Our findings illustrate the benefits for patients of specific and actionable organizational practices that provide and reinforce compassion. © Health Research and Educational Trust.

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