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Riverside Maternity Service HCAHPS Scores Past Present and the Future
KP Riverside Medical Center2008-12
What is our goal?
To provide the best possible patient centered care maximizing the overall health of our members
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Overall rating of hospital stay
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willingness to recommend
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Nurse Communication: treat you with respect
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Nurse communication: how often they listened to you
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Nurse Communication: nurse explain things in a way you could understand
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Doctor Communication: treat you with respect
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Doctor communication: listen to you carefully
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Doctor Communication: explain things in a way you could understand
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responsiveness: how fast you got help as fast as you wanted
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responsiveness: how fast you got help to go to bathroom
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Pain Management: how well your pain was managed
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Pain Management: how often they did everything to control your pain
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Communication about medication: explain what the new medication is for
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Communication about medication: explain possible side effect of new medication
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Discharge: did the staff talk with you about whether you would have the help you needed when you left the hospital
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Discharge: did you get discharge information in writing
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cleanliness: how often were your room and bathroom kept clean
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Quietness: how often was the area around your room quiet at night
What now?
Concentrate on Medication communation Our goal is to increase our HCAHPS score
pertaining to communication about medication from 66% to 75% by 12/12 and to 85% by 6/13
This will place us in top 100 percentile in 6 months.
The Primary Drivers for Change
1-Education (knowledge base)2-Communication3-Workflow
Education
Every provider (MDs, Nurses, Lactation Consultants) that become in contact with patient is aware of this goal
Provider education about every medication that is dispensed to the patient.
Patient education becomes a priority
Education – PI goal
Disseminate the goals to staff through every mean
MD’s (OBGYN, Anesthesia and Pediatrics), Midlevel providers (OBGYN, Anesthesia and Pediatrics) will be notified via Email announcements, and department meeting announcements of this goal.
Nursing Staff will be notified through UBT meetings, News Letter, and Daily Huddle
Education – Provider Knowledge base
Nursing staff and Lactation consultants – education about the purpose of the any medication administered to the patient and possible side effects to the fetus, or the new born
Devote 1 minute of the daily Huddles to a new drug that is common to the MAR of the patients who are in the unit.
Staff will be provided with concise written information about the medication on rounds.
Will request a member of each discipline to produce such flash cards.
Will educate the Providers about the medication on their department meeting.
On average there are about 15 medication on a low risk Obstetrical patient intra-partum and post-partum
Education - patient
Provide the patient with information about the medication, possible side effects, and safety during lactation
Provide the patient with printed information upon request
Document on care board the number of medications that were discussed with the patient on daily basis
Leadership rounders will track such documentation on care board
How do measure change?
Process measure◦Daily huddle documentation◦Daily and hourly round documentation on Care
board◦Brief survey of patients prior to implementing
the change regarding medication education from 5/23/2012 – 6/08/2012 (roughtly 100 patients) and compile the information weekly
◦Update the staff about improvement In the measure
How do we measure change?
Outcome MeasureHCAHPS score usually delayed by 90
days. update the staff regularly of the
improvement of the measure.
Questions?