“working to improve the patient experience”
TRANSCRIPT
“Working to Improve the Patient Experience”
Agenda:
· Welcome, Introductions and Expectations
· Midpoint Evaluation Results for Quality Network
· HCAHPS Metrics Report
· Best Practices—The HCAHPS Handbook (Included in your package)
· Discussion: Quality Improvement Projects
Arizona Critical Access Hospital Quality Network
Arizona Rural Hospital Flexibility Program
Midpoint Evaluation Results
Purpose: Collect information about participant satisfaction with the Quality Network. Response: 9 / 14 hospitals (64%). Summary Observations: • High turnover of professional staff • Hospitals plan and organize different QI programs • Location of meetings is major barrier • Carondelet Holy Cross ED project webinar highly rated
HCAHPS Reported by Hospitals
Established Reporting New to HCAHPS Reporting Unknown
Carondelet Holy Cross Benson Hospital Hopi Health Care Center
Cobre Valley Reg. Medical Ctr. Hu Hu Kam Memorial Hospital Little Colorado Medical Center
Copper Queen Comm. Hospital Northern Cochise Com. Hospital Parker Indian Health Center
Page Hospital White Mountain Reg. Med. Ctr. Sage Memorial Hospital
Wickenburg Comm. Hospital Southeast Arizona Medical Ctr.
HCAHPS Vendors
• HealthStream (3)
• Professional Research Consultants (PRC) (3)
• Press Ganey (1)
• Communications for Research (CFR) (1)
• Picker (1)
kk HCAHPS Metrics
Abstracted from Hospital Compare (December 2012, Bullock)
* Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess
hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Copper Queen Community Hospital *
Page Hospital
Cobre Valley Regional Medical Center **
Arizona Average
Carondelet Holy Cross
% Patients who reported that their nurses "Always" communicated well.
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Carondelet Holy Cross
Copper Queen Community Hospital *
Cobre Valley Regional Medical Center **
Page Hospital
Arizona Average
% Patients who reported that their doctors "Always" communicated well.
HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Page Hospital
Copper Queen Community Hospital *
Carondelet Holy Cross
Cobre Valley Regional MedicalCenter **
Arizona Average
% Patients who reported that they "Always" received help as soon as they wanted.
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Cobre Valley Regional Medical Center **
Arizona Average
Carondelet Holy Cross
Page Hospital
Copper Queen Community Hospital *
% Patients who reported that their pain was "Always" well controlled.
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Cobre Valley Regional Medical Center **
Copper Queen Community Hospital *
Carondelet Holy Cross
Page Hospital
Arizona Average
% Patients who reported that staff "Always" explained about medicines before giving it to them.
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Page Hospital
Copper Queen Community Hospital *
Carondelet Holy Cross
Arizona Average
Cobre Valley Regional Medical Center **
% Patients who reported that their room and bathroom were "Always" clean.
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Page Hospital
Carondelet Holy Cross
Arizona Average
Cobre Valley Regional Medical Center **
Copper Queen Community Hospital *
% Patients who reported that the area around their room was "Always" quiet at night.
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Page Hospital
Cobre Valley Regional Medical Center **
Arizona Average
Carondelet Holy Cross
Copper Queen Community Hospital *
% Patients at each hospital who reported that YES, they were given information about what to
do during their recovery at home.
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Arizona Average
Cobre Valley Regional Medical Center **
Page Hospital
Copper Queen Community Hospital *
Carondelet Holy Cross
% Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest).
kk HCAHPS Metrics Cont...
Abstracted from Hospital Compare (December 2012, Bullock) * Fewer than 100 patients completed the HCAHPS survey. Use scores with caution, as number of surveys may be too low to reliably assess hospital performance. ** There were discrepancies in the data collection process.
0 20 40 60 80 100
Arizona Average
Copper Queen Community Hospital *
Page Hospital
Cobre Valley Regional Medical Center **
Carondelet Holy Cross
% Patients who reported YES, they would definitely recommend the hospital.
Poll on member preferences
• HCAHPS Handbook (Studer 2010)
• Patients' Perception of Hospital Care in the United States New England Journal of Medicine. http://www.nejm.org/doi/full/10.1056/NEJMsa0804116
• http://www.hcahpsonline.org/home.aspx
• Strategies for Leadership: Patient-and Family-Centered Care. American Hospital Association http://www.aha.org/advocacy-issues/quality/strategies-patientcentered.shtml
• What “best practices” & Resources do you use?
Best Practices & Resources
• Achievement: Increased participation in HCAHPS
• Goal: Implement a pt. satisfaction QI project – New or existing QI project
– Collaborate, share information
• Outcome: Improve patient experience – Track progress using patient satisfaction metrics
– Document achievements / challenges
– Peer support available
– Technical assistance available (AZ-Flex $$$)
AZ-CAH Quality Improvement Projects
• January 15, 2013: (12 noon, Live Stream details coming) “Quality and Safety Measures for Health.”
Andreas Theodorou, M.D, Director,
University of Arizona Medical Center, Quality and Safety
• Feb, 2013: AZ-CAH Quality Network Workshop
• March – August, 2013: webinars (3) Workshops (1)
• Team STEPPS training opportunity
• Hospital Engagement Networks
Upcoming Events
Thank You! Enjoy a wonderful & safe holiday season.
Arizona Rural Hospital Flexibility Program This webinar is made possible through funding provided by the Health Resources and Service
Administration, Office of Rural Health Policy, Medicare Rural Hospital Flexibility Program