1. HCAHPS Hospital Consumer Assessment of Healthcare Providers and Systems

2. Quality Alliance 2001 Center for Medicare & Medicaid Services (CMS) and Department of Health and Human Services (HHS) announce the Quality Initiative 2002 Quality Initiative launched nationally with the Nursing Home Quality Initiative (clinical) 2003 expanded with the Home Health Quality Initiative and the Hospital Quality Initiative (clinical)

3. Quality Alliance Expands Scope 2003 in addition to the (clinical) Quality Initiative, CMS wanted to collect information on the patients satisfaction with care 2004 CMS and Agency for Healthcare Research and Quality (AHRQ) collaborate to develop a standardized patient perspective on care survey (HCAHPS)

4. CMS & AHRQ Objectives Standardized survey tool Standardized data collection method Public reporting in a way that will enable valid comparisons across all hospitals Make “apples to apples” comparison Support consumer choice

5. HCAHPS Protocol Adult patients who had a recent medical, surgical, or obstetrical admission to an acute care hospital All payor types are included, even though this is a CMS initiative Patients under 18 are excluded Specialty hospitals are excluded Some patient exclusions are based on DRG and admit or discharge status

6. Dimensions of Care / Patient Experience Respect for Patient Preference Involvement of Family and Friends Information, Education, Communication Emotional Support Coordination of Care Physical Comfort Continuity and Transition Patient Safety Surgery Specific Questions

7. HCAHPS Test Period 2005 beta sites are selected to test the HCAHPS survey tool 2006 CMS launches nationally the HCAHPS voluntary “dry run” utilizing the standardized survey instrument and data collection method (UHS participated)

8. HCAHPS Go Live 2007 HCAHPS participation remains voluntary, however, non-reporting hospitals will have their Medicare payments reduced 2% Public reporting of the HCAHPS data is scheduled to start July 2007 with the 2006 4 th quarter data http://www.hospitalcompare.hhs.gov

9. Patient Satisfaction Surveys HCAHPS (reported to CMS) Inpatient Psychiatry Inpatient Rehabilitation Inpatient Pediatrics Emergency Department Outpatient Surgery Ambulatory Services (Adult, Pediatric, Primary Care, & Special Clinics)

11. Data Reporting Board of Managers Department Quality Committee Clinical Management Team Magnet Journey Task Force PIP

12. Future of HCAHPS Patient perspective of doctor office visit Public reporting of doctor office visit scores Pay for performance – Value Based Purchasing Penalize the poor performers

13. NRC Picker National Research Corporation + Picker eReports (real time reporting) eComments (treat as anonymous information unless the patient requests a response) eLearning (monthly presentations / archived presentations / CEU’s)

14. Questions / Information Patient Relations Department 358-0600 NRC Picker website (www.nrcpicker.com)www.nrcpicker.com