TRICARE Inpatient Survey Satisfaction Results TRISS

1

• TRICARE Inpatient Survey Satisfaction Results
  (TRISS)

2
Introduction TRISS 2007

• The TRICARE Inpatient Satisfaction Survey (TRISS)
  was created to assess beneficiary satisfaction
  with their inpatient care experience.
• TRISS is composed of two components
• Mail survey (45,000 surveys fielded annually)
• Quarterly telephone survey (620 surveys
  quarterly)
• Goals of survey are to
• provide quality information and data for program
  evaluation, performance management and quality
  improvement.
• provide comparison between the Military Health
  System (MHS) and civilian counterparts.

2
3
Background TRISS 2007

• The survey instrument is the Hospital Consumer
  Assessment of Healthcare Provider Systems
  (HCAHPS)
• Instrument developed by the Agency for Healthcare
  Research and Quality (AHRQ) which funded the
  Consumer Assessments of Health Plans Study
  (CAHPS)
• The overall goal of CAHPS is to provide an
  integrated set of tested and standardized survey
  questionnaires accompanying report formats that
  can be used to collect and report meaningful and
  reliable information from health plan enrollees
  about their experiences
• Materials designed for use all types of health
  insurance enrollees (Medicaid Medicare
  beneficiaries as well as the privately insured).
• HCAPHS results used as the benchmark.

3
4
Background TRISS 2007

• Results presented today
• Telephone Survey (20 questions)
• Target Population CONUS, non-institutionalized
  beneficiaries 18 years or older who were
  discharged from an inpatient hospital stay
  between July and September 2007
• Direct Care (310 respondents)
• Purchase Care (310 respondents)
• 2007 Benchmark data not available until May 2008

4
5
TRISS Telephone Survey

• Satisfaction survey results based on Hospital
  Consumer Assessment of Healthcare Providers
  Systems (HCAHPS) classifications
• Key Indicators of Satisfaction
• Rating of Hospital
• Recommendation of Hospital
• Composites
• Communication with Nurses (Key Driver)
• Communication with Doctors
• Communication about Medications
• Responsiveness of Hospital Staff
• Discharge Information
• Pain Control

5
6
Results of the 2007 TRISS Phone Survey Rating
of Hospital
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Rating of Hospital (2007 not yet available)
6
7
Results of the 2007 TRISS Phone Survey Rating
of Hospital (cont)
Medical Survey
Obstetrics Survey
Surgical Survey
7
Red line indicates the 2006 HCAHPS Benchmark for
Rating of Hospital (2007 not yet available)
8
Results of the 2007 TRISS Phone Survey
Recommendation of Hospital
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Recommendation of Hospital (2007 not yet
available)
8
9
Results of the 2007 TRISS Phone Survey
Recommendation of Hospital (cont)
Surgical Survey
Medical Survey
Obstetrics Survey
9
Red line indicates the 2006 HCAHPS Benchmark for
Recommendation of Hospital (2007 not yet
available)
10
Results of the 2007 TRISS Phone Survey
Communication with Nurses
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Communication with Nurses (2007 not yet
available)
10
11
Results of the 2007 TRISS Phone Survey
Communication with Nurses (cont)
Surgical Survey
Medical Survey
Obstetrics Survey
11
Red line indicates the 2006 HCAHPS Benchmark for
Communication with Nurses (2007 not yet
available)
12
Results of the 2007 TRISS Phone Survey
Communication with Doctors
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Communication with Doctors (2007 not yet
available)
12
13
Results of the 2007 TRISS Phone Survey
Communication with Doctors (cont)
Surgical Survey
Medical Survey
Obstetrics Survey
Red line indicates the 2006 HCAHPS Benchmark for
Communication with Doctors (2007 not yet
available)
13
14
Results of the 2007 TRISS Phone Survey
Communication about Medications
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Communication about Medications (2007 not yet
available)
14
15
Results of the 2007 TRISS Phone Survey
Communication about Medications (cont)
Surgical Survey
Medical Survey
Obstetrics Survey
Red line indicates the 2006 HCAHPS Benchmark for
Communication about Medications (2007 not yet
available)
15
16
Results of the 2007 TRISS Phone Survey
Responsiveness of Hospital Staff
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Responsiveness of Hospital Staff (2007 not yet
available)
16
17
Results of the 2007 TRISS Phone Survey
Responsiveness of Hospital Staff (cont)
Surgical Survey
Medical Survey
Obstetrics Survey
Red line indicates the 2006 HCAHPS Benchmark for
Responsiveness of Hospital Staff (2007 not yet
available)
17
18
Results of the 2007 TRISS Phone Survey
Discharge Information
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Discharge Information (2007 not yet available)
18
19
Results of the 2007 TRISS Phone Survey
Discharge Information (cont)
Surgical Survey
Medical Survey
Obstetrics Survey
19
Red line indicates the 2006 HCAHPS Benchmark for
Discharge Information (2007 not yet available)
20
Results of the 2007 TRISS Phone Survey Pain
Control
Service (DC Only)
Region (PC Only)
Direct Care Age
Purchased Care Age
Red line indicates the 2006 HCAHPS Benchmark for
Pain Control (2007 not yet available)
20
21
Results of the 2007 TRISS Phone Survey Pain
Control (cont)
Surgical Survey
Medical Survey
Obstetrics Survey
21
Red line indicates the 2006 HCAHPS Benchmark for
Pain Control (2007 not yet available)
22
Summary

• Rating of Hospital Beneficiaries of DC between
  the ages of 18 and 44 rate their MTF lower than
  civilian counterparts, as do those receiving DC
  obstetric services
• Recommendation of Hospital Beneficiaries of DC
  between the ages of 18 and 44 recommend their MTF
  less than civilian counterparts, as do those
  receiving DC obstetric services
• For all composite scores, MHS is comparable to or
  exceeds the benchmark for both DC and PC

22
23
QUESTIONS?????