P ATIENT S ATISFACTION 2011 HHCAHPS SURVEY RESULTS

T ODAY ’ S A GENDA Welcome! Review of HHCAHPS Assess Performance Identify Opportunities Q&A Quiz

H ANDOUT – LETS REVIEW HHCAHPS Process Survey Questions – Categories: Global Items Communications Care of Patients Specific Care Items

GLOBAL PERFORMANCE QUESTIONS Would you recommend this agency to family and friends ?  10% said “Probably No” or “Definitely No” What number between 0-10 would you use to rate care from this agency’s providers?  32% said rating was 0-8 (11% were 6 or below)

COMMUNICATION PERFORMANCE ITEMS Did someone tell you what care and services you would get?  74% said “Yes”, note 23% said “Do not remember” How often did providers keep you informed about when they would arrive?  62% said “Always” Did providers explain things in a way that was easy to understand?  69% said “Always” Did home health providers listen carefully to you?  70% said “Always” When you contacted the office did you get the help or advice you needed?  68% said “Yes”, 15% said “No” How long did it take to get the help or advice you needed?  39% said “Same day”, 36% said “1-5 days”

SPECIFIC CARE ITEMS Did someone talk with you about how to set up your home so you can move around safely?  29% said “No” Did someone talk with you about all the medicines you were taking?  21% said “No” Did someone ask to see all the medicines you were taking?  18% said “No” Did you and a home health provider talk about pain?  90% said “Yes” Did providers talk with you about the purpose for taking your new or changed medicines?  41% said “No” Did providers talk with you about when to take these medicines?  33% said “No” Did providers talk with you about the side effects of these medicines?  43% said “No”

CARE OF PATIENTS ITEMS Did providers seem informed and up-to-date about all the care or treatment?  37% said “Usually, Sometimes or Never” Did providers treat you as gently as possible?  79% said “Always” Did providers treat you with courtesy and respect?  85% said “Always” Did you have any problems with the care you got through this agency?  12% said “Yes”

W HAT P ATIENTS S AY ARE G APS IN PERFORMANCE : Communication Addressing Safety Items/Specific Care Items Demonstration of Care and Concern Concurrent survey data shows the same results as HHCAHPS

CONCURRENT SURVEY DATA: EVERY DAY EXAMPLES GOOD – Staff who make patient feel that they genuinely care about them and communicate with them. BAD – Staff who make patient feel that they are in a hurry and the patient is just a number. GOOD – Staff who inform patient of the day and approximate time that they will be there and call if going to be late. Patients get very nervous when they have to wait and wonder what is going on. BAD - Staff who either just show up or call when they are on their way. This makes patients feel that they do not have a life and that they are just waiting for us to show up and that their day and schedule do not matter.

M ORE E XAMPLES : GOOD - Staff in the office who call patients when changes of any kind are made to their schedule. BAD - Staff in the office who do not call patients regarding changes, including changes in who may be coming to their home. Many times they have built a relationship with the clinician and then, for whatever reason, a new person shows up and the office has not even called the patient to advise. GOOD - Staff who return calls to patients in a timely manner. BAD - Staff who do not return calls in a timely manner. Then patients have to make multiple calls to the office to try and get an answer. BAD - Staff who tell patients one thing and field staff something else. The field staff almost always tell them the true story and patients say “I don’t appreciate being lied to.”

EXPECTATIONS & TOOLS TO DO THE JOB Communication Protocols How/when staff are to call in advance of appts or when late  ALL STAFF MUST notify patients in advance of the visit. If you are running late, you must notify your patient of the change. How/when staff are to communicate changes in scheduling  STAFF MUST notify patients of staff changes in advance. How/when staff are to respond to phone calls  STAFF who give patients their personal number must call them back or ensure coordination with office when off work. How/when to resolve issues at the first sign of a problem  ALL STAFF MUST follow the 7 Circles of Care

S AFETY ISSUES How/when staff are to manage medications: SOC, ROC, Recert, Changes  Full Reconciliation is done, plus any other time it is clinically prudent Every Visit  Screen for changes, compliance, patient understanding, and provide med education How/when to verbalize to patient about “home safety” Discuss with patient at every visit

C ARE AND C ONCERN Reinforce: What you need to cover with patients on a continual basis/every visit Home Safety D/C Planning Medications Satisfaction with Care Show Respect: Do not burden patients with personal or company business No text messaging during visits Report: Consistently use complaint and incident reporting systems to report/address patient and quality of care concerns Found on Nightingale Intranet Report anonymously through Mail box outside

P ERFORMANCE IMPROVEMENT

TARGETS Increase Overall Satisfaction Measures through the end of the Second Quarter Data to Goal of 95%: Minimum 95% responders rate care 9-10/10 Minimum 95% responders would recommend agency Example: Would you recommend this agency to family and friends ?  95% should say “Probably Yes” or “Definitely Yes” Increase Individual Care Parameters to minimum 85% falling in most favorable rating category through the end of the Second Quarter Data: Example: When you contacted the office did you get the help or advice you needed?  85% should say “Yes”

A BOUT RESPONSIBILITY "All I want to do is live a peaceful life, to regain my life and be happy. I pray to God each day to protect us, help us endure, and guide those other senior citizens who are also suffering". Mickey Rooney, 2011

C ONTACT INFORMATION Jerre Coleman, RN Clinical Auditor , 1242 Brenda Tea, HHCAHPS Administrator , 1232