Entering the Era of HCAHPS

1
(No Transcript)
2
Entering the Era of HCAHPS

• Sara Richmond, M.S.Ed.
• Systems Consultant
• Press Ganey Associates
• [phone] ext 272
• srichmond_at_pressganey.com

3
Who is Press Ganey

• Founded in 1985
• Leader in the industry
• First to provide patient satisfaction
  benchmarking
• Processes over 9.5 million surveys a year
• Serves over 46 of nations hospitals over 50
  beds

4
Press Ganey Clients Demonstrate Excellence

• Malcolm Baldrige Award7 of the 8 health care
  facility recipients are Press Ganey clients
• 2007 Consumer Choice Award65 are Press Ganey
  clients
• Fortunes 100 Best Companies to Work for 20088
  of 10 health care providers are Press Ganey
  clients
• 100 Top Performance Improvement Leaders 200556
  are Press Ganey clients
• National Quality Health Care Award9 of the 14
  recipients are Press Ganey clients
• 2006 Spirit of Excellence Award4 of 5 are Press
  Ganey clients

5
Press Ganey Clients Demonstrate Excellence

• 2007 HHN Most Wired Hospitals67 out of 100 are
  Press Ganey clients
• 2007 US News World Report Americas Best
  Hospitals63 are Press Ganey clients and10 of
  the 18 Honor Roll recipients are Press Ganey
  clients
• Magnet Hospitals69 of all Magnet Hospitals
  are Press Ganey clients
• 2008 Leapfrog Patient-Centered Care
  AwardFirst-ever recipient is a Press Ganey
  client
• 2008 Thomson Healthcare's list of Top 100
  Hospitals 61 out of 100 are Press Ganey clients

6
Objectives

• HCAHPS 101
• Implications for Marketing and Public Relations
• How do We Support Improvement Efforts to be
  Competitive?

7
What is HCAHPS?

• Hospital Consumer Assessment of Healthcare
  Providers and Systems
• As stated by CMS and AHRQ
• HCAHPS is a tool to be used for public reporting
  of major areas of hospital performance to support
  consumer choice
• HCAHPS is not a stand-alone quality improvement
  tool

8
Timeline
9
www.hospitalcompare.hhs.gov
10
Suppression Options
11
Survey

• Presents the symptoms
• Patient report of how frequently things happened
• 27 total questions
• 18 questions about their care
• 16 frequency questions
• never, sometimes, usually, always yes/no
• 2 global ratings
• 4 screening questions
• 5 demographic questions

12
HCAHPS Public Reporting

• 27 Questions ? 10 Composite Scores
• Domains
• Communication with Doctors
• Communication with Nurses
• Responsiveness of Hospital Staff
• Pain Control
• Communication about Medicines
• Discharge Information
• Cleanliness and Quiet of Physical Environment
• Overall Rating 0-10
• Willingness to Recommend

13
How It May Affect You

• Consumers access to data
• www.hospitalcompare.hhs.gov
• Choice of care
• Public visibility
• Media coverage
• Hospital marketing
• How consumers relate
• Patient perspectives vs. clinical data
• Implications
• Volume
• Revenue
• Reputation

14
HCAHPS Spread the News

• Why it is Important to Share HCAHPS Data?
• Consumer access to data
• Media coverage
• Volume, revenue, reputation implications
• Reimbursement Inpatient Prospective Payment
  System
• Reinforce your organizations mission, vision
  and values

15
Internal Communication

• Customer Service Involves Everyone
• The Board
• Senior Leadership
• Directors
• Nurse Managers/Frontline Employees
• Physicians

16
Effective Internal Communication

• Newsletter
• Reinforce mission, vision and values tied to
  customer service
• Highlight patient satisfaction results
• Employee Forums
• Held by CEO/Senior Leaders
• Communicate goals and changes to strengthen
  service culture
• An arena to reward and recognize
• Data and comments
• Solicit feedback to meet expectations

17
Effective Internal Communication

• General Orientation
• Introduce all measures of patient satisfaction
• Intranet
• Post satisfaction reports and charts for
  instant communication
• Interactive learning via web
• Staff Meetings
• Bulletin Boards
• Posters
• Highlight key points of survey tool

18
Effective External Communication

• Your patient satisfaction quality improvement
  initiatives are a key part of your organizations
  story.
• Emphasizes your commitment to quality care and
  giving back to the community.
• Your performance itself is not your story.
  Rather, your story should revolve around a
  constant drive to improve.
• Your current performance and the quality
  improvement initiatives in place are only a
  snapshot of that story.
• The best spokesperson is always prepared to talk
  to the media through a deep understanding of your
  organizations key messages.

19
Communicating HCAHPS

• With transparency and public reporting of quality
  measures, the media has access to more
  information than ever before.
• While the strategies used to communicate HCAHPS
  results may not differ dramatically, there are
  several considerations to keep in mind.
• Expect interest from the community and media
• Take on the role of an educator to help media,
  influencers, public officials, and your employees
  understand HCAHPS.
• Emphasize that you are going above the government
  requirement to participate in HCAHPS, and focus
  on continuous improvement.
• Highlight ongoing improvement efforts.

20
Effective External Communication

• Understand your performance and how you compare
• For positive results, write down what you have
  done to be successful in that area.
• A specific initiative, program, or action brings
  performance to life for media and other
  audiences.
• Start with a thirty-second elevator speech
• Look to your organizations mission values
• Construct a one-page document with key messages
• Negative outcomes should not be ignored or
  omitted from the conversation with
  mediadisappointing results offer an opportunity
  to pinpoint areas of needed improvement and
  promote efforts to improve performance.

21
Preparation

• Identify spokespersons to handle media calls
• Be prepared to discuss HCAHPS performance (and
  clinical measures if needed)
• Be able to link improvement efforts to mission
  and values of organization
• Have examples handy of how the facility has used
  patient feedback to make improvements. Highlight
  existing improvement efforts.
• Be prepared to talk about your current
  involvement in HCAHPS if your information is not
  displayed.
• Educate staff, leaders, and physicians about
  HCAHPS and facilitys involvement.

22
Patient satisfaction is good medicine and good
business. -Irwin Press, Founder Press Ganey
Associates
23
Gaining a Competitive Edge

• Knowing where to focus your efforts and resources
  is criticalyour hospitals reputation depends on
  it.
• Success is achieved by analyzing and
  understanding the areas that have the most
  significant impact on overall satisfaction.
• In the case of the HCAHPS questionnaire, there
  are two global itemsOverall rating of hospital
  and Likelihood of recommending hospital.
• Focusing on the questions that have the most
  impactor predictive abilityensures that your
  efforts will significantly impact your outcomes.

24
Which Domain has Greatest Impact on Overall
Rating?

• Based on Press Ganey 2005 HCAHPS test data, Nurse
  Communication Section has the highest impact on
  global overall rating and likelihood to
  recommend.

25
Which Items Have the Greatest Impact?

• Nurses Communication Domain

26
Overall Rating 0-10Key Drivers and Leading
Indicators
HCAHPS Nurse Communication Items
27
From the January 2008 CMS HCAHPS Training
28
(No Transcript)
29
(No Transcript)
30

• For More Information
• www.hcahpsonline.com
• www.HospitalCompare.hhs.gov
• www.cahps.ahrq.gov
• www.pressganey.com

31
Thank you for your attention!

• Any questions?
• Sara Richmond
• srichmond_at_pressganey.com

32
(No Transcript)