1. Quarterly Educational Webinar
September 10, :00 pm (CDT)
Thank you for joining
We will begin at 1:00 PM CDT
Sponsored by:
Finding the pulse of your business

2. Housekeeping Attendees are on ‘mute’
Allow time for questions at the end
Click on the ‘chat’ button

3. Today’s Objectives Analyze updated trends in HCAHPS
Getting the most out of eMed surveys
HCAHPS Observations and Recommendations
Outpatient and Ambulatory Services (OAS CAHPS)
Emergency Department Patient Experience of Care
(ED PEC)
Open for comments

4. HCAHPS Top Box Scores
Oct ‘13 – Sept ‘14

5. 90th
75th
50th *

6. *

7. *

8. *

9. *

10. *

11. *

12. Only 4% gap
between
50th and 90th *

13. *

14. *

15. *

16. HCAHPS “Highly Satisfied”
July 13 – June 14
* [retrieved 7/22/15]

17. eMed Survey Reporting Tool

18. eMed Survey Reporting Tool*
Provides snapshot regarding the patient’s experience for:
HCAHPS, Home Health, Emergency Department or Outpatient Services
Available in real-time upon completion of surveys
Able to trend monthly, quarterly or annually
Query – Analyze multiple levels of data on demand
* JLM Proprietary Database

19. Getting the most out of eMed reporting
Run high level reports to identify trends or areas for improvement
Utilize Top Box and Monthly reports to drill down further to discover areas of concern
Share information with staff and develop action plans based on findings

20. Story of AnyHospital USA
AnyHospital USA wants to evaluate their HCAHPS scores and see where there is room for improvement
Need to run reports and analyze the data on a number of levels
Run eMed survey reports to accomplish this
CMS HCAHPS National Comparison
Data Summary (Trending)
Top Box HCAHPS by Area
Top Box HCAHPS by Facility (System)
Query for further analysis

21. Login to client site Login to https://emedsurvey.com
Enter Username and Password (contact JLM if you do not have a username assigned.
Client Login:

22. Login to client site Login to https://emedsurvey.com
Enter Username and Password (contact JLM if you do not have a username assigned.
From this page, you can decide to select “Reports” or run a query from the database.
Client Login:

23. Running Reports Login to https://emedsurvey.com
Enter Username and Password (contact JLM if you do not have a username assigned.
From this page, you can decide to select “Reports” or run a query from the database.
Select type of report you want to run (CMS HCAHPS, HHCAHPS, Patient Satisfaction, etc)
Client Login:

24. CMS HCAHPS National Comparison
Report Examples
CMS HCAHPS National Comparison
11 HCAHPS Composites
Compares your hospital against the National Rankings (50th, 75th, 90th)
CMS Mode adjusted
Color coded for easy identification
Identified below national average in
“Communication Medications” composite
Client Login:

25. Data Summary with Trending
Report Examples
Data Summary with Trending
Displays individual measures for each composite
Trend by: Decimal, Percent (Average) or Top Box format
Trend up to 12 months
Client Login:

26. Data Summary with Trending (cont’d)
Report Examples
Data Summary with Trending (cont’d)
Displays each measure individually
Identifies Trends
Performing lower in “describing side effects”
Client Login:

27. By area shows lower scores in Post Partum and 5th floor
Report Examples
Top Box
HCAHPS Areas
Breaks down HCAHPS scores by unit or location
Identify largest areas for improvement
Top Box scoring
By area shows lower scores in Post Partum and 5th floor
Client Login:

28. HCAHPS Facility Report
Report Examples
A B C D E F
Top Box
HCAHPS Facility Report
Compare hospital scores across the system
Specific to hospital or system
Collaboration
Client Login:

29. Weighted Response Summary
Report Examples
Weighted Response Summary
Previously known as “Top Box” report
Displays question percentage scores for each type of response
Very Poor
Poor
Fair
Good
Very Good
Works for Inpt, ER, Outp
Client Login:

30. Displays Quarterly Data compared to the JL Morgan DB
Report Examples
Quarterly Benchmark
Displays Quarterly Data compared to the JL Morgan DB
Based on “weighted average” decimal scores
1-5 scale
Trends up to 4 quarters
Client Login:

31. Select the question you want to drill down on further
Queries
Filter Data
Select the question you want to drill down on further
“Overall Rating”
Search for “7” or “8”
“What prevented a “9” or “10”?
Run Query
Analyze Results
Client Login:
Could this be a result of scoring poorly with “Response to call button”?

32. HCAHPS Observations

33. Opportunities for Improvement*
Drill down on ‘missed opportunities’
Overall Rating – 7/8
Would NOT recommend
Account for 10 – 15% decrease of overall HCAHPS scores
Evaluate “Usually” responses
Easier to move than “Sometimes” or “Never”
* Results may vary for your organization

35. Patient Satisfaction Drivers
Technology
Education
Policies & Procedures
Responsiveness
Pain Management
Discharge Instructions
Doctor / Nursing Comm.

36. Tips for Improving Patient Satisfaction
Patient Education
Educate patients on the purpose and possible side effects of taking their medicine
Easy to understand – majority of patient’s surveyed only graduated high school or less 4 years college
Limit discharge instructions to one-page bulleted color page
Nursing / Staff Education
Address patients and their family about their health care needs during discharge
Review response to call button policies
Constantly monitor patient’s pain control
Evaluate trends to move the ‘usually’ to ‘always’ responses *

37. Outpatient and Ambulatory Services (OAS) CAHPS
JANUARY 2016

38. OAS CAHPS
Designed to measure the experiences of care for patients who visited a Medicare-certified hospital outpatient departments (HOPDs) and ambulatory surgery centers (ASCs) for a surgery or procedure.
Produce comparable data on the patient’s perspective that allows objective and meaningful comparisons between HOPDs and free-standing ASCs on domains that are important to consumers.
CMS plans to implement a voluntary national reporting program starting in January 2016.

39. Participation Requirements
CMS will provide guidelines for survey administration similar to those implemented on other CAHPS surveys.
CMS-approved survey vendors will administer the survey on behalf of HOPDs and ASCs and submit the data to RTI International.
RTI International will analyze the data; subsequently the results will be publicly reported on a CMS website.

40. About the Survey Areas measured:
Communication and care provided by health care providers and office staff
Preparation for the surgery or procedure
Post-surgical care coordination
Patient-reported outcomes
Three modes will be tested:
Mail, telephone, mixed (mail / telephone f/u)

41. More information: https://oascahps.org
Next Steps
J. L. Morgan has applied to be a certified OAS CAHPS vendor (Oct15)
Continue to monitor JLM and OAS website for more information as it becomes available
More information:

42. Emergency Department Patient Experience of Care (EDPEC)
Updated july 2015

43. ED PEC Formerly EDCAHPS (Now Patient Experience of Care or EDPEC)
Will provide patient experience data that enables comparison of EDs across the nation and promotes effective communication and coordination.
CMS will undergo a feasibility test for the first quarter (Jan-Mar) 2016 discharges.
Test the impact on response rates of four novel data collection methods compared to standard data collection strategies.
There is no fee to participate in the test.

44. Survey Instruments
Discharged to Community: 35 questions regarding ED experience, plus 18 questions regarding the respondent’s characteristics
Admitted Stand Alone: 29 questions regarding ED experience, plus 18 questions regarding the respondent’s characteristics
Admitted HCAHPS Add-on: 10 questions regarding ED experience that should be inserted into a full HCAHPS instrument, using the most recently available version of the instrument, immediately preceding the “About You”

45. Modes Tested An online survey
An online survey with notification of survey availability
notification of an online survey with mail and phone follow-up
An in-ED distribution of a paper and pencil survey with option to complete and return by mail or to call in to complete the survey via telephone

46. Participation Hospitals can NOT volunteer for field test
Over the next several weeks, CMS will send out approximately 75 letters to hospitals notifying them that they have qualified for the feasibility test
J. L. Morgan & Associates will work with RAND to ensure all requirements for participation are met
Visit Systems/Research/CAHPS/ed.html for more information

47. www.hospitalcompare.hhs.gov www.hcahpsonline.org www.whynotthebest.org
Resources

48. * www.hcahpsonline.org/SummaryAnalysis

51. HR/Patient Satisfaction Program Director
Contact Us:
Jeff Morgan, President
Office
Tanya Harris-Haynes
CMS CAHPS Director
Office
Wendy Dew
HR/Patient Satisfaction Program Director
Office
Latrice Lawson
Data Manager
Office
J. L. Morgan & Associates
7057 Meadowlark Drive| Birmingham, Al 35242
| Fax:

52. Thank you for your time. For more information, please visit www
Thank you for your time! For more information, please visit