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HCAHPSIt’s So Much More Thank Just Another
Patient Satisfaction Survey!
Presented by Laura Burnett MSN, RNNursing Supervisor, Patient and Family Centered Care
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H-CAHPSHospital-Consumer
Assessment of Healthcare Providers and Systems
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H-CAHPSHospital-Consumer Assessment of Healthcare
Providers and Systems
• Part of Value-Based Purchasing
• Provides comparison data
• Publicly reported• Accountability and
transparency• Quality, safety and
outcomes
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High Patient Perception of Care equals Lower Preventable Readmissions
Moving inpatient perception of care correlates to a decrease in readmissions.
Source: The American Journal of Managed Care; Relationship Between Patient Satisfaction With Inpatient Care and Hospital Readmission Within 30 Days; 2011; Vol. 17(1)
2.3%Pneum-
onia
3.1%Heart
Failure
2.6%Acute
MI
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Value Based Purchasing FY 2013
12 Core Measures
(* 70% Weight)
8 HCAHPS Composites(* 30% Weight)
1% Base operating DRG
payments
Performance attainment and improvement
willdetermine total
hospital reimbursement
Implementation FY 2013 (October 2012) Source: Value Based Purchasing Program final rule 4.29.11
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What’s the possible risk?
Hospital Profile: 376-bed hospital 32 bed ED Inpatient Revenue:
$630 million Payor mix:
45% Medicare
Impact: 1% impact – base operating
DRG payments = $2,835,000 30%* attributed to HCAHPS
performance = $850,500 potential risk
70%* attributed to Core Measure performance = $1,984,500 potential risk
Source: Value Based Purchasing Program final rule 4.29.11
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Value Based Purchasing FY 2014Core Measures
(20% Weight)
HCAHPS Composites(30% Weight)
1.25% Base operating
DRG payments
Performance attainment and improvement
willdetermine total
hospital reimbursement
Efficiency(20% Weight)
Outcomes(30% Weight)
Source: OPPS proposed rule 7.1.11
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Reality – Being Good Isn’t Good Enough
“If the other guy’s getting better, then
you’d better be getting better faster than that other guy’s getting better . . . or
you’re getting worse.” Tom Peters –
Circle of InnovationSource: 2010 Pulse Report – Press, Ganey Associates
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High Performing Organizations• Leadership• Partnerships w/ Patients and Families• Engaged Workforce• Performance Improvement Focus
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What Does the Survey Ask?• Nurse
Communication• Doctor
Communication• Responsiveness• Pain Management• Communication
about Medications
• Environment (Cleanliness / Quiet)
• Discharge Information
• Care Transitions • Overall Rating of
Care
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Understanding the Patient1. Infection2. Incompetence3. Death4. Cost5. Medical Mix-up6. Needles7. Rude doctors and nurses
8. Germs9. Diagnosis/prognosis10. Communication Issues11. Loneliness
Original research, the Patient Empathy Project by Colleen Sweeney
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The Human Connection to Patient Care
The Human Connection to Patient Care
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Hitting the Target,
BUTMissing
the MARK!
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Make it your own!
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Your Contribution• Know and understand your customer• Participate in the process• Think HOW are WE going to make this
happen• Round on Internal Customers• Educate others• Track and measure outcomes• Ongoing continuous improvement
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A Key Survey for Non-Clinical Units: The Internal Support Services Scorecard
Ensures All Departments have the Support they Need
Proactive Focus on Internal CustomersFosters Teamwork, Encourages
Relationship Building
Internal Support Services Scorecard
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Internal Support Services ScorecardEngineering/Security
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The Weekly Service Huddle• Focus is SERVICE• All Departments• Weekly Meetings• Short (5-15 minutes)• Stand-up • On Each Shift • Facilitated by the Director, Manager,
Supervisor or Team Leader
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Patient SafetyCall Don’t Fall Project
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Good Clean Fun
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Room a Day Project
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Spring Cleaning Event
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• Acknowledgements
• Questions