Changing Our Culture

CUSTOMER: a person who purchases goods or services from another; buyer; patron.  Answer this: WHO are our Customers? SERVICE: the performance of any duties or work for another; helpful or professional activity

 1.How well staff worked together to care for you.79  2.Overall cheerfulness of the hospital.74  3. Response to concerns/complaints made during stay.68  4. Amount of attention paid to your personal needs.65  5. Staff sensitivity to the inconvenience of hospitalization.65  6.How well staff kept you informed.64  7.Staff’s effort to include you in decisions about your treatment.64  8. Staff attitude toward your requests.64  9. Skill of staff.63  10. Friendliness of the staff.62  Press, Ganey Satisfaction Report

 S.H.A.R.E ◦ Sense people’s needs before they ask - (initiative). ◦ Help each other out - TEAMWORK ◦ Acknowledge people’s feeling – (empathy). ◦ Respect the dignity and privacy of everyone ◦ (courtesy). ◦ Explain what is happening (communication).

 1. Redefine Your Competition and Focus on What Can’t  be Measured  2. Make Courtesy More Important Than Efficiency  3. Regard Patient Satisfaction as Fool’s Gold  4. Measure to Improve, not to Impress  5. Decentralize the Authority to Say “yes”  6. Change the Concept of Work from Service to Theater  7. Harness the Motivating Power of Imagination  8. Create a Climate of Dissatisfaction  9. Cease Using Competitive Rewards to Motivate People  10. Close the Gap Between Knowing and Doing

 Caring, Cared, Cares +32  Kind, kindness +24  Compassionate +15  Help, helpfulness +15  Comfort, comforting +13  Friendly +8  Professional +9  Attention, attentive +7  Concerned +6  Listens +4  Loving +3  Sweet +3  Respect +3  Quick +3  Polite +3  Patient +3

HCAHPS Hospital Consumer Assessment of Healthcare Providers & Systems

Required by…….. CMS combined efforts with Department of Health & Human Services

WHAT?  Standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care.  In order to make "apples to apples" comparisons to support consumer choice, it was necessary to introduce a standard measurement approach: the HCAHPS survey

GOAL 1  Designed to produce comparable data on the patient's perspective on care that allows objective and meaningful comparisons between hospitals on domains that are important to consumers.

GOAL 2  Public reporting of the survey results is designed to create incentives for hospitals to improve their quality of care

GOAL 3  Public reporting will serve to enhance public accountability in health care by increasing the transparency of the quality of hospital care provided in return for the public investment.

QUESTIONS  During this hospital stay, how often did nurses treat you with courtesy and respect?  During this hospital stay, how often did nurses listen carefully to you?  During this hospital stay, how often did nurses explain things in a way you could understand?

QUESTIONS  During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?  During this hospital stay, how often were your room and bathroom kept clean?  During this hospital stay, did you need help from nurses or other hospital staff in getting to the bathroom or in using a bedpan?

QUESTIONS  How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?  During this hospital stay, did you need medicine for pain?  During this hospital stay, how often was your pain well controlled?

QUESTIONS  Before giving you any new medicine, how often did hospital staff tell you what the medicine was for?  Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?

QUESTIONS  During this hospital stay, did doctors, nurses or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?

How – Who Will Administer?  Self Administer  Survey Vendors  1) Mail Only  2) Telephone Only  3) Mixed (mail followed by telephone)  4) Active Interactive Voice Response (IVR)

How Can HomeTown Health Help?  m/course/p25ey8. m/course/p25ey8

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WHEN?  The 2012 HCAHPS Data Submission Deadlines are as follows:  January 4, 2012 is the data submission deadline for patients discharged in July, August and September 2011 (3Q11). September 2011 Dry Run Data also must be submitted by this date. ◦ January , 2012 Review and Correct Period  April 4, 2012 is the data submission deadline for patients discharged in October, November, and December 2011 (4Q11). December 2011 Dry Run data must also be submitted by this date. ◦ April , 2012 Review and Correct Period  July 3, 2012 is the data submission deadline for the patients discharged in January, February, and March 2012 (1Q12). March 2012 Dry Run data must also be submitted by this date. ◦ July , 2012 Review and Correct Period  October 3, 2012 is the data submission deadline for patients discharged in April, May, and June 2012 (2Q12). June 2012 Dry Run data must also be submitted by this date. ◦ October Review and Correct Period

HCAHPS Website: Written Survey & Telephone Script yinstrument.aspx

Patient Satisfaction Questionnaire: -%20HCAHPS%20Mail%20Survey%20Materials%20(English)% pdf