Jack Vozar Chief Patient Experience Officer Clearlake Regional Medical Center.
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HCAHPS, Quality, and Overcoming the Obstacles We Create. Jack Vozar Chief Patient Experience Officer Clearlake Regional Medical Center
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Transcript of Jack Vozar Chief Patient Experience Officer Clearlake Regional Medical Center.
HCAHPS, Quality, and Overcoming the Obstacles We Create.
Jack VozarChief Patient Experience OfficerClearlake Regional Medical Center
A Common Misconception…
The Old Way….
Hospitals with Better HCAHPS Patient Experience of Care Results Have Lower Readmission Rates
0-24th Percentile
25-49th Percentile
50-74th Percentile
75-99th Percentile
15.2
15.4
15.6
15.8
16.0
16.2
16.4
16.6
16.4%
16.0%15.8%
15.7%
30-day hospitalwide all cause un-planned readmission by Hospital
Ranking in "Patients Rate Hospital a 9 or 10"
Hospital Ranking in "Patients Rate Hospital a 9 or 10"
Perc
ent R
eadm
issio
n ra
tes
0-24th Percentile
25-49th Percentile
50-74th Percentile
75-99th Percentile
21.8
22.0
22.2
22.4
22.6
22.8
23.0
23.2
23.4
23.6
23.8 23.6%
23.1%
22.8%
22.5%
Heart Failure Readmission Rates by Hospital Ranking in "Patients
Rate Hospital a 9 or 10"
Hospital Ranking in "Patients Rate Hospital a 9 or 10"
Perc
ent R
eadm
issio
n Ra
tes
Hospitals with Better HCAHPS Patient Experience of Care Results Have Fewer Healthcare Associated Infections
Hospitals with Better HCAHPS Patient Experience of Care Results Have Fewer Hospital Acquired Conditions
0-24th Percentile
25-49th Percentile
50-74th Percentile
75-99th Percentile
0.000
0.020
0.040
0.060
0.080
0.100
0.120
0.140
0.1600.145
0.1030.086
0.067
Pressure ulcer stages III and IV (per 1,000 medical and surgical discharges) by Hospital Ranking in Patients Rate Hospital a 9 or 10
Hospital Ranking in Patients Rate Hospital a 9 or 10
Incid
ents
Per
100
0
0-24th Percentile
25-49th Percentile
50-74th Percentile
75-99th Percentile
0.000
0.050
0.100
0.150
0.200
0.250
0.300
0.350
0.2890.310
0.267
0.205
Vascular catheter-associated infection (per 1,000 medical and surgical discharges) by
Hospital Ranking in Patients Rate Hospital a 9 or 10
Hospital Ranking in Patients Rate Hospital a 9 or 10
Incid
ents
Per
100
0
Hospitals with Better HCAHPS Patient Experience of Care Results Have Shorter ED Wait Times and Fewer LWBS
Door to Doc Patients LWBS
Patients’ Perception of Care = QualityManifestations of Poor Glycemic Control
Patients’ Perception of Care = QualityPressure Ulcer Stages III and IV
Let’s Look at This Differently…
Rounding on Our Patients…• It’s about the questions.• It’s about our reactions.• But…
It’s All About The Feedback…
ELIMINATE A WE/THEY CULTURE“We must be on the same team to be successful”
What Grinds the Flywheel to A Halt???
that self-perpetuating energy and enthusiasm cycle that keeps employees striving for excellence, from turning?
We/they
Managing UpPositioning Others in a Positive Light . . .
Aligns positive behavior with positive energy
Makes others want to be better
Reduces gossip
Reduces anxiety
Focuses on “What’s Right…”
Makes our organization better
Managing Down…
We are really busy/short staffed – not the patient’s problem and
rude
Hopefully– undermines confidence
That’s not my patient-I’m not important
Pretty quick–according to whom?
Probably—fails to make a commitment
We can’t get good help around here–do these people know
what they are doing?
Anxiety-Provoking Words to avoid
A successful man is one who can lay a firm foundation with the bricks others have
thrown at him. David Brinkley
