Improving the Patient Experience: H-CAHPS
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Transcript of Improving the Patient Experience: H-CAHPS
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Improving the Patient Experience: H-CAHPS
Quality Improvement Project Invasive/Non Invasive
Cardiology
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Membership• Cardiology Quality Council
– Theresa Fortner -Nurse Manager Invasive Cardiology– Joelyn Niggel - Nurse Manager NI Cardiology– Karen McKenny - Nurse Educator– Julie Eastman - RN Invasive Cardiology– Kristin Pelkey - Cardiology Tech NI Cardiology– Kathy Getty - RN Invasive Cardiology– Judy Rent - RN Invasive Cardiology– Heidi Igneri - RN Invasive Cardiology– Melissa Lambert - Supervisor Cardiology Tech Dept.– Mike Socha - Supervisor Cardiac Ultrasound– Karen McKnight - Quality Consultant
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What is the H-CAHPS Survey
• Hospital
• Consumer
• Assessment of
• Healthcare
• Providers & • Systems
• The survey and data collection methodology are mandated by the government.
• The survey, methodology and results are in the public domain.
• H-CAHPS is publicly reported on: www.hospitalcompare.hhs.govwww.hcahpsonline.org
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Background
• Goals: H-CAPHS– Compare hospital perspective and patient
perspective– Ensure the highest quality of patient care
and understanding
• History:– 2006 Voluntary collection began– 2008 FAHC first participated– 2010 Government regulated– 2011 Value based purchasing rule finalized
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Background
– Not a satisfaction survey– Measures the behaviors of staff from the
patients perspective– Patient Mix Adjusted (age, health, medicine,
surgery, OBS)– Not limited to Medicare patients– Nursing and Physician based questions
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Background
• Reimbursement– Government will hold 1% of Medicare
payments – FAHC can earn back the 1% if we meet
National Bench Mark Performance – Reimbursement is based on a % – This is expected to increase to 2% by 2017
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Objectives
• Educate the staff regarding H-CAPHS• Develop a Cardiology Code of Conduct for
improving patient experience.• Improve the patient experience in procedural
areas.• Distribute Thank You cards to all invasive
outpatients post procedure
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Methodology• Education of Staff:
– Presentations by content experts– Staff meetings in all departments addressing H-
CAHPS and concerns regarding: communication, privacy, noise, and environment
• Cardiology Quality Council to develop a Cardiology Code of Conduct based on staff feedback
• Redesign the current AIDET survey tool to meet the needs of a procedural area.
• Monthly auditing of all procedural areas
• Review results: H-CAHPS and Press Ganey Surveys
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Implementation
• Cardiology Code of Conduct • Staff Education• Monthly Audits• Thank You Note
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Cardiology Code of Conduct Ways to impact the patient experience in a positive manner • Communication:
Cardiology Staff/Providers/Fellows– Communicate with patient and patient’s family
of delays. Use “blameless apology”– Show concern for patient verbally as well as
nonverbally– Introductions– Shows patient respect, courtesy, and
confidence – Delays and updates
• Privacy– Maintain the patient’s physical privacy in the
testing areas at all times.
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Cardiology Code of Conduct
• Noise– In testing areas- pre and post procedure.
• Music• Television• Staff
– Schedulers– Vendors– Monitor control room– Physician pagers during procedures
• Environment– Environmental Services
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Action Plan/Next Steps
• Further revision of the AIDET tool– Forming it to fit the needs of the testing area– Clarifying aspects of AIDET
• Continued education for staff • Education of auditing staff
– How to use tool – Inter-rater reliability
• Continued monthly auditing• Thank you cards:
– Roll out to Non Invasive testing areas in 2012
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Non Invasive Cardiology HCAHPS
Staff Survey Totals
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
July
August
SeptemberOctober
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Invasive Cardiology HCAHPS Staff Survey Totals
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
July
September
October
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H-CAHPS CARDIOLOGY
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H-CAHPS CARDIOLOGY
Displayed by Discharged Date
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Cardiology M5
August September
SEPTEMBERAUGUST
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Inpatient Cardiology – M5
Aug '11 Sept '11
Friendliness/courtesy of the nurses 96.7 97.0
Nurses kept you Informed 91.9 92.7
Nurses checked ID 97.5 96.1
Explanations happened during T&T 92.2 93.3
Staff concerned for privacy 91.7 91.9
Staff include decisions regarding treatments 90.3 90.5
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Outpatient Cardiology Testing
Aug 2011 Sept 2011
Facility
Cleanliness of facility 93.0 96.2
Std Test or Treatment
Friendliness of staff 97.4 96.2
Explanations given by staff 91.7 95.2
Staff's concerns/questions worries 91.5 94.2
Std Personal Issues
Concern for privacy 93.8 94.0
Response to concerns and complaints 92.1 90.2