Improvement in HHCAHPS
|
|
- Annice Fowler
- 6 years ago
- Views:
Transcription
1 Improvement in HHCAHPS Presented By: Melinda A. Gaboury, CEO Healthcare Provider Solutions, Inc. healthcareprovidersolutions.com Measures Affecting Star Ratings VBP - HHCAHPS Measures Source Home Health Compare Communication HHCAHPS Star Rating Care of Patients HHCAHPS Specific Care Issues HHCAHPS Overall Rating HHCAHPS Would Definitely Recommend HHCAHPS 1
2 HHCAHPS Star Ratings CMS published the first round of HHCAHPS Star Ratings in January 2016 The data posted in January included surveys administered for the sample months of July 2014 to June 2015 HHAs must have at least 40 completed surveys over the four-quarter reporting period to receive HHCAHPS Star Ratings Four of the five publicly reported HHCAHPS measures are included in the Star Rating calculation: The three HHCAHPS composite measures are: Care of Patients (Q9, Q16, Q19, and Q24) Communication Between Providers and Patients (Q2, Q15, Q17, Q18, Q22, and Q23) Specific Care Issues (Q3, Q4, Q5, Q10, Q12, Q13, and Q14) The HHCAHPS Global Item is: Overall Rating of Care Provided by the Home Health Agency (Q20) Each of these measures is individually rated, and a Summary rating is also provided Linearized Scoring The HHCAHPS Star Rating calculation uses a very different methodology called Linearized Scoring Individual survey responses are converted into linear scores on a 0-to-100 point scale Example: Score 0: 0 x 0 = 0 Score 1: 0 x 10 = 0 Score 2: 0 x 20 = 0 Score 3: 0 x 30 = 0 Score 4: 0 x 40 = 0 Score 5: 0 x 50 = 0 Score 6: 1 x 60 = 60 Score 7: 1 x 70 = 70 Score 8: 6 x 80 = 480 Score 9: 9 x 90 = 810 Score 10: 33 x 100 = 3,300 Total Score: 4,720 Linearized Score: 4,720 / 50 responses = 94.4% Source: Strategic Healthcare Programs 2
3 Driving Improvement with Staff 1 Know the HHCAHPS Survey Institute a practice to have agency staff periodically read the survey so that the questions stay fresh in their mind, and they are reminded of how the perception of their care and performance is being measured by the patient. Agency success relies, in part, on the ability of agency staff to deliver quality care and explain care delivery using the actual language found on the survey. 2 Know what is NOT ALLOWED by CMS for agency staff to do See following 3 screens 3 Focus improvement on the publicly reported scores HHCAHPS publicly reported scores include one global question and three composite measures. Because the composites are comprised of other survey questions, by focusing on them, you will automatically be considering the multiple facets of the satisfaction equation. Information for Patients Because home health patients may be sicker and more vulnerable than other patient populations and they receive care from the home health provider in their homes, they may be more susceptible to actions that may influence their responses to the HHCAHPS Survey. Any information or communication about the survey from HHAs may introduce bias to the survey. It is acceptable for HHAs to inform patients during their next scheduled assessment that they may be asked to respond to a patient experience survey as long as all patients are notified in this way. 3
4 Information for Patients It is not acceptable, however, for an HHA to do the following: Mail or information to patients in advance alerting them about the survey, other than the information provided to all patients; Provide a copy of the HHCAHPS Survey questionnaire or cover letters to the patients; Include words or phrases verbatim from the HHCAHPS Survey in its marketing or promotional materials (CMS is encouraging HHAs not to use text from HHCAHPS questions in their marketing and promotional materials); Attempt to influence their patients answers to the HHCAHPS Survey questions; Information for Patients Tell the patients that the agency hopes or expects that its patients will give it the best or highest rating or to respond in a certain way to the survey questions; Offer incentives of any kind to the patients for participating (or not) in the survey; Help the patient answer the survey questions, even if the patient asks for the home care provider s help; Ask patients why they gave a certain response or rating to any of the HHCAHPS Survey questions; and Include any messages or materials promoting the HHA or the services it provides in survey materials, including mail survey cover letters and questionnaires and telephone interview scripts. 4
5 Key Questions Care of Patients Q9 In the last 2 months of care, how often did home health providers from this agency seem informed and up-to-date about all the care or treatment you got at home? Q16 In the last 2 months of care, how often did the home health providers from this agency treat you as gently as possible? Q19 In the last 2 months of care, how often did the home health providers from this agency treat you with courtesy and respect? Q24 - In the last 2 months of care, did you have any problems with the care you got through this agency? Key Questions Care of Patients How many caregivers has the patient had? Case conferences effective? Is the patient asked what another clinician may or may not have done on previous visits? Are clinicians proactive about the patient feeling like they are the only patient that clinician treats? Does the patient know they are not just a medical record number? Do you have clinicians that are not courteous or respectful to supervisors or co-workers? Do you follow-up on every complaint? Do you hold clinicians accountable? 5
6 Key Questions Communications Q2- When you first started getting home health care from this agency, did someone from the agency tell you what care and services you would get? Q15 - In the last 2 months of care, how often did home health providers from this agency keep you informed about when they would arrive at your home? Q17 - In the last 2 months of care, how often did home health providers from this agency explain things in a way that was easy to understand? Key Questions Communications Q18 - In the last 2 months of care, how often did home health providers from this agency listen carefully to you? Q22 - In the last 2 months of care, when you contacted this agency s office did you get the help or advice you needed? Q23 - When you contacted this agency s office, how long did it take for you to get the help or advice you needed? 6
7 Key Questions Communications Do you know you have OUTSTANDING SOC/Admissions staff that understanding the importance of getting started on the right foot and spend the time with patient? Do your field staff call ahead of time on visit day? Do you have constant schedule changes and rescheduling of visits and do you make patients aware when this is necessary? Do you have staff that you consider to be patient and good listeners and provide education and training that is understandable? What is the protocol for taking patient phone calls, including mandated response time to requests? Key Questions Specific Care Issues Q3 - When you first started getting home health care from this agency, did someone from the agency talk with you about how to set up your home so you can move around safely? Q4 - When you started getting home health care from this agency, did someone from the agency talk with you about all the prescription and over-the-counter medicines you were taking? Q5 - When you started getting home health care from this agency, did someone from the agency ask to see all the prescription and overthe-counter medicines you were taking? 7
8 Key Questions Specific Care Issues Q10 - In the last 2 months of care, did you and a home health provider from this agency talk about pain? Q12 - In the last 2 months of care, did home health providers from this agency talk with you about the purpose for taking your new or changed prescription medicines? Q13 - In the last 2 months of care, did home health providers from this agency talk with you about when to take these medicines? Q14 - In the last 2 months of care, did home health providers from this agency talk with you about the side effects of these medicines? Key Questions Specific Care Issues What is the medication review policy in your agency? Do therapists conduct SOC/Comprehensive assessments and if so, do they follow the medication review policy? Do you automatically request orders to teach new and/or changed medications if you don t already have those orders? Are clinicians truly spending time reviewing and getting feedback from patients or just distributing paperwork regarding medications? What are agency pain assessment protocols and more importantly the implementation of improvement in pain, if exists? 8
9 Key Questions Global Item Q20 - We want to know your rating of your care from this agency s home health providers. Using any number from 0 to 10, where 0 is the worst home health care possible and 10 is the best home health care possible, what number would you use to rate your care from this agency s home health providers? Key Questions Global Do we know how our patients feel about us? Do we conduct our own surveys of sorts? Do your patients truly feel that you are a 10? Do you feel that you are a 10? You treat a disease, you win, you lose. You treat a person, I guarantee you, you ll win, no matter what the outcome. - Patch Adams They may forget your name, but they will never forget how you made them feel. - Maya Angelou 9
10 Outstanding Service Outstanding service is not the norm. Outstanding service allows the patient to be at the center of the decision. Outstanding service is about how we do what we do. Outstanding service results from education and training. Outstanding service makes a difference in patient care and patient satisfaction. The HEAT Model Hear them out! Allow them to blow their stack (venting, externalization). Paraphrase as they share their story. Let me see if I understand Sometimes this will lead to more comments, not less. You want them to vent and get everything out only then will they switch back to being more reasonable. Empathize with their situation! Once they are done, show genuine empathy. Instead of saying I understand, try using language that s a little less used and worn. No wonder you called, You re right, this is a problem, and You have every right to be upset, are examples we hear from experienced professionals, who know how to handle customers and put them at ease. 10
11 The HEAT Model Ask more detailed questions if necessary! Say, I m going to do everything I can to help. To do that I need just a few more details, is that okay? If they say No or continue complaining, just go back to H and E. If they say Okay, proceed to ask whatever details you require. Take action, if action is required! Be careful not to overcommit! Sometimes a service professional is so relieved to get to this point with the customer they are tempted to promise whatever the customer wants. That could be a mistake and lead to another blow up session tomorrow. Improving Agency Scores Share your results Engage your staff in improvement all staff! Be deliberate and focused Be specific Develop standards, scripts and behaviors Don t forget identifying processes that create problems & correct them Call patient s family after admission and periodically Hold managers and staff accountable 11
12 Data Offers Insight Data by patient: Risk assessments provide useful data point(s) to help deliver consistent, predictable care and best outcomes Track individuals in real time for data correction or course correction Identifies which patients for investigating outcomes Are we sure patients are happy with our services and understand the importance of the HHCAHPS surveys? Agency Questions Do we have the right vendor? Do you utilize the right method for our patients: 1) Mailed Surveys 2) Phone Call Surveys Does the agency conduct their own surveys? Do staff members have a plan to ensure the patient knows about the survey? 12
13 Melinda A. Gaboury, COS-C Chief Executive Officer Healthcare Provider Solutions, Inc. 810 Royal Parkway, Suite 200 Nashville, TN
P: E: P: E:
Making HHCAHPS Easy! Understanding HHCAHPS and Using it to Your Advantage Home Care Alliance of Massachusetts 2010 Spring Conference Cathy King National Director of Business Development Today s Agenda
More information6/7/2016. Objectives. HHCAHPS Overview. SHP HHCAHPS and Patient Survey Star Ratings
SHP HHCAHPS and Patient Survey Star Ratings 1 Objectives By the end of this session, attendees will be able to: Discuss the (4) components of the Patient Survey Star Ratings. Locate HHCAHPS Survey data
More informationThe Patient Experience at Florida Hospital Learning Module for Students
The Patient Experience at Florida Hospital Learning Module for Students 1 Introduction Adventist Health System and its East Florida Region hospitals welcome the privilege to provide a wellrounded learning
More informationA DAY IN THE LIFE OF A HOMECARE AGENCY USING CELLTRAK
A DAY IN THE LIFE OF A HOMECARE AGENCY USING CELLTRAK Published April 2010 All across North America homecare aides are helping deliver the best care possible with the use of CellTrak. CellTrak provides
More informationPG snapshot PRESS GANEY IDENTIFIES KEY DRIVERS OF PATIENT LOYALTY IN MEDICAL PRACTICES. January 2014 Volume 13 Issue 1
PG snapshot news, views & ideas from the leader in healthcare experience & satisfaction measurement The Press Ganey snapshot is a monthly electronic bulletin freely available to all those involved or interested
More informationUnderstand the current status of OAS CAHPS related to
August 25, 2017 Kathy Wilson, RN, MHA, LHRM Vice President, Quality AmSurg Objectives Understand the current status of OAS CAHPS related to the ASC Quality Reporting Program Describe the potential benefits
More informationPatient Experience & Satisfaction
Patient Experience & Satisfaction Inpatient Satisfaction Inpatient Experience Hancock Regional Hospital conducts phone surveys from patients who have received care from us. Find out what they are saying
More informationNEW BRUNSWICK HOME CARE SURVEY
NEW BRUNSWICK HOME CARE SURVEY MARKING INSTRUCTIONS: Please fill in or place a check in the circle that best describes your experiences with home care services. If you wish, a caregiver, friend, or family
More informationIndiana Association For Home and Hospice Care, Inc.
Indiana Association For Home and Hospice Care, Inc. Using CAHPS to Improve Customer Service May 2012 Presented by: Eileen M. Freitag Director of Strategic & Organizational Consulting Fazzi Associates,
More informationMerit Based Incentive Programs 8/12/2016. Improving the Patient Service Experience in Preparing for MIPS
Improving the Patient Service Experience in Preparing for MIPS Carlos Egea, MBA, MHA Chief Executive Officer, Administrator Northwest ENT & Allergy Center In January 2015, the Department of Health and
More informationHospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) MBQIP Educational Session One Phase Two, January 2013
Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) MBQIP Educational Session One Phase Two, January 2013 Overview HCAHPS (Hospital Consumer Assessment of Healthcare Providers and
More informationEnhancing the Patient Experience in an Ambulatory Setting
Enhancing the Patient Experience in an Ambulatory Setting Joshua Miller, DO, Regional Operation, Patient Experience Officer and Medical Director, Willoughby Hills Family Health Center, Cleveland Clinic
More informationThe Agency for Co-operative Housing 2015 Client Satisfaction Survey. Prepared by TNS Canada. December 21, 2015
The Agency for Co-operative Housing 015 Client Satisfaction Survey Prepared by TNS Canada December 1, 015 Contents 1 Background and Objectives 0 Methodology 0 Detailed Results 06 Agency Client Profile
More informationPRC EasyView Training HCAHPS Application. By Denise Rabalais, Director Service Measurement & Improvement
PRC EasyView Training HCAHPS Application By Denise Rabalais, Director Service Measurement & Improvement PRCEasyView Web Address: https://www.prceasyview.com/vanderbilt Go to: My Studies HCAHPS C Master
More informationValue - Based Purchasing (VBP) Comes to Homecare How Can You Prepare? HealthWare
Value - Based Purchasing (VBP) Comes to Homecare How Can You Prepare? HealthWare Arnie Cisneros, P.T. HHSM 30 years Medicare Care Continuum 30 year Home Health clinician/consultant Progressive rehab clinical
More informationHome Instead Birmingham
Maranatha Healthcare Ltd Home Instead Birmingham Inspection report Radclyffe House 66-68 Hagley Road Birmingham West Midlands B16 8PF Date of inspection visit: 07 March 2017 Date of publication: 17 May
More informationDrivers of HCAHPS Performance from the Front Lines of Healthcare
Drivers of HCAHPS Performance from the Front Lines of Healthcare White Paper by Baptist Leadership Group 2011 Organizations that are successful with the HCAHPS survey are highly focused on engaging their
More informationThe Clinician s Impact on the Patient Experience
The Clinician s Impact on the Patient Experience Michelle George MSN RN CASC 1 Objectives Achieving desired clinical outcomes through safety initiatives and clinical best practices Communication and engagement
More informationHome Health Value-Based Purchasing Series: HHVBP Model 101. Wednesday, February 3, 2016
Home Health Value-Based Purchasing Series: HHVBP Model 101 Wednesday, February 3, 2016 About the Alliance 501(c)(3) non-profit research foundation Mission: To support research and education on the value
More informationMedicare Hospice Billing 2015 & Beyond!
Medicare Hospice Billing 2015 & Beyond! Presented By: Melinda A. Gaboury, CEO Healthcare Provider Solutions, Inc. Sequential Claim Billing The NOE must be in S/LOC P B9997 prior to submitting the first
More informationTHE SURVEY SAYS A SNAPSHOT OF. HealthStream s Pilot of the NEW EMERGENCY ROOM PATIENT EXPERIENCES. with Care Survey (ED-CAHPS)
THE SURVEY SAYS A SNAPSHOT OF HealthStream s Pilot of the NEW EMERGENCY ROOM PATIENT EXPERIENCES with Care Survey (ED-CAHPS) WHITE PAPER Berke Bilbay, Associate Vice President, Research Reporting & Platforms
More informationPractical Solutions to Solve To- day s Major Scheduling Issues by Jennifer de St Georges 1
Practical Solutions to Solve To- day s Major Scheduling Issues by Jennifer de St Georges 1 The JdSG Method of Dental Practice Management is based on common sense & logic All businesses, regardless of size,
More informationElaine Hopkins Hopkins Associates Training & Consulting, LLC
Employee and Patient Satisfaction Elaine Hopkins Hopkins Associates Training & Consulting, LLC Background why it matters The Centers for Medicare and Medicaid Services (CMS) effort to link Medicare s payment
More informationHCAHPS Survey SURVEY INSTRUCTIONS
HCAHPS Survey SURVEY INSTRUCTIONS You should only fill out this survey if you were the patient during the hospital stay named in the cover letter. Do not fill out this survey if you were not the patient.
More informationHome Health Eligibility Requirements
Presented By: Melinda A. Gaboury, COS-C Chief Executive Officer Healthcare Provider Solutions, Inc. healthcareprovidersolutions.com Home Health Eligibility Requirements Meets eligibility for home health
More informationThe Language of Caring JumpStart Workshop
The Language of Caring JumpStart Workshop Our Objective: Provide an overview of the Language of Caring for Staff program. The Language of Caring for Staff is a dynamic, evidence-based strategy designed
More informationHOSPICE TARGETED PROBE & EDUCATE Melinda A. Gaboury, COS C Healthcare Provider Solutions, Inc.
HOSPICE TARGETED PROBE & EDUCATE Melinda A. Gaboury, COS C Healthcare Provider Solutions, Inc. www.targetedprobe&educate.com Targeted Probe and Educate October 1, 2017 Targets providers based on data Can
More informationOklahoma Health Care Authority. ECHO Adult Behavioral Health Survey For SoonerCare Choice
Oklahoma Health Care Authority ECHO Adult Behavioral Health Survey For SoonerCare Choice Executive Summary and Technical Specifications Report for Report Submitted June 2009 Submitted by: APS Healthcare
More informationHumana At Home-Star Member Talking Points
At Home-Star Member Talking Points What are the CMS Medicare Star Ratings? The Center for Medicare & Medicaid Services (CMS) is a federal agency that oversees Medicare & Medicaid, and is part of the Department
More information5-Star Ratings and How to Position Your Agency
2017 Annual Conference 5-Star Ratings and How to Position Your Agency Educational Objectives 1. Define the 5 Star Ratings programs and understand the differences and requirements for participation 2. Describe
More informationA2. [IF PARENT SURVEY] What is your relationship to [CLIENT S NAME]? Are you his/her [READ EACH]
A. CLIENT CHARACTERISTICS A1. Would you prefer to conduct this interview in English or in French? 1 English 2 French A2. [IF PARENT SURVEY] What is your relationship to [CLIENT S NAME]? Are you his/her
More informationMencap - Dorset Support Service
Royal Mencap Society Mencap - Dorset Support Service Inspection report Unit 5, Prospect House Peverell Avenue East, Poundbury Dorchester Dorset DT1 3WE Date of inspection visit: 08 December 2016 Date of
More informationIntroduction to the Home Health Care CAHPS Survey Webinar Training Session. Session I. January 2018
Introduction to the Home Health Care CAHPS Survey Webinar Training Session Session I January 2018 Session I 2 Introduction to the Home Health Care CAHPS Survey Welcome This training session will cover
More informationCalculating the Value of a Physician Assistant
Transcript Details This is a transcript of an educational program accessible on the ReachMD network. Details about the program and additional media formats for the program are accessible by visiting: https://reachmd.com/programs/clinicians-roundtable/calculating-the-value-of-a-physicianassistant/3649/
More informationCare2Home Ltd Known As Heritage Healthcare Solihull
Care2Home Ltd Care2Home Ltd Known As Heritage Healthcare Solihull Inspection report Fairgate House 205 Kings Road, Tyseley Birmingham West Midlands B11 2AA Date of inspection visit: 13 September 2016 Date
More informationEmergency Department Patient Experience Survey Highlights
Emergency Department Patient Experience Survey Highlights www.hqca.ca April 2008 Albertans get emergency and urgent care services in many different ways. People in cities sometimes go to emergency departments
More informationHospital Inpatient Quality Reporting (IQR) Program
Improving the Patient Experience of Care Questions and Answers Speakers Rita J. Bowling, RN, MSN, MBA, CPHQ Project Director KEPRO BFCC-QIO Allison Fields, RN, BSN Clinical Educator Jennings American Legion
More informationAdvance Care Planning Communication Guide: Overview
Advance Care Planning Communication Guide: Overview The INTERACT Advance Care Planning Communication Guide is designed to assist health professionals who work in Nursing Facilities to initiate and carry
More informationSILSDEN GROUP PRACTICE PATIENT PARTICIPATION REPORT
SILSDEN GROUP PRACTICE PATIENT PARTICIPATION REPORT 2013-2014 Dated 19 th March 2014 Page 1 of 6 Introduction Our Patient Participation Group (PPG) started back in May 2007 and at that time was called
More informationCUSTOMER SERVICE & PATIENT EXPERIENCE
CUSTOMER SERVICE & PATIENT EXPERIENCE AGENDA Samaritan Mission & Vision: Our Calling PRIDE: Providing World-Class Care & Service Human Factors: Bad Hair Days? GREAT Customer Service at SHS: Inside and
More informationMarch 6, Dear Administrator Verma,
March 6, 2018 Seema Verma Administrator Centers for Medicare and Medicaid Services U.S. Department of Health and Human Services Room 445 G, Hubert H. Humphrey Building 200 Independence Avenue SW Washington,
More informationCMS Quality Program Overview
CMS Quality Program Overview AMGA/Press Ganey Survey Collaboration September 13, 2012 Presenter Information Incorporated in 1985, Press Ganey was one of the first companies to provide patient satisfaction
More informationHeart Homecare Ltd. Heart Homecare Ltd. Overall rating for this service. Inspection report. Ratings. Good
Heart Homecare Ltd Heart Homecare Ltd Inspection report Unit G2 Wises Oast Business Centre Wises Lane Sittingbourne Kent ME9 8LR Date of inspection visit: 07 March 2017 Date of publication: 30 March 2017
More informationMidmark White Paper Building Your Connected Point of Care Ecosystem. Point Of Care Ecosystem Series Part Four
Midmark White Paper Introduction Before embarking on any construction project, it is always a good idea to have a set of blueprints or a detailed plan to guide progress and ensure alignment with objectives.
More informationDriving the value of health care through integration. Kaiser Permanente All Rights Reserved.
Driving the value of health care through integration February 13, 2012 Kaiser Permanente 2010-2011. All Rights Reserved. 1 Today s agenda How Kaiser Permanente is transforming care How we re updating our
More informationHow to Succeed Under MACRA The changing face of patient satisfaction. September 2017 PRESENTED BY: THOMAS P. JEFFREY, PRESIDENT
How to Succeed Under MACRA The changing face of patient satisfaction September 2017 PRESENTED BY: THOMAS P. JEFFREY, PRESIDENT Slide 1 How to Succeed Under MACRA The changing face of patient satisfaction
More informationHCAHPS Doctor Communication: Excelling in The New Reality of Performance
HCAHPS Doctor Communication: Excelling in The New Reality of Performance Dan Smith, MD, FACEP Edward Goldberg, CEO St. Alexius Medical Center What s Right in Health Care October 11, 2012 Nashville TN Pay
More information2017 FOCUSED ON DOCUMENTATION NECESSITIES & PRE-CLAIM REVIEW
2017 FOCUSED ON DOCUMENTATION NECESSITIES & PRE-CLAIM REVIEW PRESENTED BY: MELINDA A. GABOURY, COS-C CHIEF EXECUTIVE OFFICER HEALTHCARE PROVIDER SOLUTIONS, INC. HEALTHCAREPROVIDERSOLUTIONS.COM ADDITIONAL
More informationSpecial Open Door Forum Participation Instructions: Dial: Reference Conference ID#:
Page 1 Centers for Medicare & Medicaid Services Hospital Value-Based Purchasing Program Special Open Door Forum: FY 2013 Program Wednesday, July 27, 2011 1:00 p.m.-3:00 p.m. ET The Centers for Medicare
More informationDomiciliary care feedback. 2 nd February 2016
Domiciliary care feedback 2 nd February 2016 How the feedback was gathered Service users were contacted throughout October/ November 2016 to discuss what works well/ not so well/ improvement and changes.
More informationAdvocacy Skills for Caregivers
Advocacy Skills for Caregivers The Alzheimer Society of Manitoba thanks the Women s Endowment Fund of the for its support of the Advocacy Skills for Family Caregivers Project Advocacy Skills for Caregivers
More informationHospital Value-Based Purchasing (VBP) Quality Reporting Program
Hospital Value-Based Purchasing (VBP) Quality Reporting Program HCAHPS and Hospital Value-Based Purchasing Questions & Answers Moderator: Bethany Wheeler, BS Hospital VBP Program Support Contract Lead,
More informationA. DIABETES AND HEART/STROKE Data Detail
A. DIABETES AND HEART/STROKE Data Detail Under the category of Effective Care, MHMC currently reports practices who have achieved national recognition for any of the Bridges to Excellence (BTE) clinical
More informationFour Game-Changing Strategies for Transforming the Patient Experience
Four Game-Changing Strategies for Transforming the Patient Experience Reaching and engaging your population is one of the most challenging components of patient-centered care. Despite the challenges, there
More informationHome Health Care CAHPS Survey Vendor Update Webinar Training Session. February 2018
Home Health Care CAHPS Survey Vendor Update Webinar Training Session February 2018 Vendor Update Training Session Home Health Care CAHPS Survey Welcome and Introductions Overview of the Training Session
More informationpresentation will provide an overview of the history and purpose of PASRR
Welcome to Ascend s PASRR training for Iowa PASRR Providers. The information in this presentation will provide an overview of the history and purpose of PASRR 1 Ascend, A MAXIMUS Company is an internationally
More informationMedicare Advantage Star Ratings
Medicare Advantage Star Ratings December 2017 The Star Rating System measures how well Medicare Advantage (MA) and its prescription drug plans perform for consumers. As an integrated health system, Presbyterian
More informationHidden Hazards: Closing the Care Gap Between Physicians and Patients with Multiple Chronic Conditions
Hidden Hazards: Closing the Care Gap Between Physicians and Patients with Multiple Chronic Conditions A Survey of Primary Care Physicians and Medicare Patients Introduction Key Findings The Toll of Chronic
More informationNational Patient Experience Survey Mater Misericordiae University Hospital.
National Patient Experience Survey 2017 Mater Misericordiae University Hospital /NPESurvey @NPESurvey Thank you! Thank you to the people who participated in the National Patient Experience Survey 2017,
More informationHospice Quality Reporting Where Are We Now? Subscriber Webinar Today s Agenda Review progress with HIS and lessons learned Discuss the upcoming CAHPS Hospice Survey Develop a plan to be ready for CAHPS
More informationKestrel House. A S Care Limited. Overall rating for this service. Inspection report. Ratings. Good
A S Care Limited Kestrel House Inspection report Kestrel House 14-16 Lower Brunswick Street Leeds West Yorkshire LS2 7PU Tel: 01132428822 Website: www.carewatch.co.uk Date of inspection visit: 31 May 2016
More informationSCRIPTING TOOL TO IMPROVE HCAHPS RATINGS. Dr. Peter DeBlieux UMCNO Chief Medical Officer
SCRIPTING TOOL TO IMPROVE HCAHPS RATINGS Dr. Peter DeBlieux UMCNO Chief Medical Officer BACKGROUND The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) hospital survey was launched
More informationTerri D. Nuss, MS, MBA Vice President, Patient Centeredness Baylor Health Care System HCAHPS PUBLIC TRUST
Terri D. Nuss, MS, MBA Vice President, Patient Centeredness Baylor Health Care System HCAHPS PUBLIC TRUST Best in Class, Best in Industry. To be trusted Zagat AAA 5-Star Diamond Awards First Class Siskel
More informationGaining Physician Buy-In for Online Transparency Initiatives
Gaining Physician Buy-In for Online Transparency Initiatives Holly C. Adams, FACHE, FACMPE Executive Director of Clinical Operations & Community Health OU Physicians, The University of Oklahoma Health
More informationHCAHPS. Telephone Script (English) Effective January 1, 2018 Discharges and Forward
HCAHPS Telephone Script (English) Effective January 1, 2018 Discharges and Forward Overview This telephone interview script is provided to assist interviewers while attempting to reach the patient. The
More informationHCAHPS. Active Interactive Voice Response Script (English) Effective January 1, 2018 Discharges and Forward
HCAHPS Active Interactive Voice Response Script (English) Effective January 1, 2018 Discharges and Forward Overview This active interactive voice response (IVR) interview script is provided to assist operators
More information2/5/2014. Patient Satisfaction. Objectives. Topics of discussion. Quality for the non-quality Manager Session 3 of 4
Patient Satisfaction Quality for the non-quality Manager Session 3 of 4 Presented by Paul E. Frigoli, Ph.D.(c), R.N., C.P.H.Q., C.S.S.B.B. Certified Lean Six Sigma Master Black Belt Objectives At the end
More informationMEDICATION ASSISTANCE GUIDELINES: TEACHING PLAN
MEDICATION ASSISTANCE GUIDELINES: TEACHING PLAN Lesson Overview Time: One Hour This lesson covers basic guidelines for assisting residents with their medications. Learning Goals At the end of this session,
More informationPointRight: Your Partner in QAPI
A N A LY T I C S T O A N S W E R S E X E C U T I V E S E R I E S PointRight: Your Partner in QAPI J A N E N I E M I M S N, R N, N H A Senior Healthcare Specialist PointRight Inc. C H E R Y L F I E L D
More informationHospice CAHPS Analysis for Performance Improvement
Hospice CAHPS Analysis for Performance Improvement December 8, 2015 Presented by: Liz Silva Director of Hospice Deyta Analytics, a division of HEALTHCAREfirst GoToWebinar Instructions Expand or hide the
More informationTELEHEALTH INDEX: 2015 PHYSICIAN SURVEY
TELEHEALTH INDEX: 2015 PHYSICIAN SURVEY Overview Telehealth is accelerating in 2015. As many as 37% of hospital systems have at least one type of telemedicine solution to meet a variety of objectives,
More informationPatient survey report National children's inpatient and day case survey 2014 The Mid Yorkshire Hospitals NHS Trust
Patient survey report 2014 National children's inpatient and day case survey 2014 National NHS patient survey programme National children's inpatient and day case survey 2014 The Care Quality Commission
More informationHome Health Value Based Purchasing. Today s Session
Home Health Value Based Purchasing Session 7: Managing Your HHVBP Quality Today s Session Prior to this session, you should have: Access to the HHVBP Secure Portal Your agency s Interim Performance Report
More informationSummary of Responses to Open Ended Questions
Summary of Responses to Open Ended Questions Thank you for your patience in waiting for this rather long response. It covers a summary of all the open ended responses and is to be read alongside the original
More informationJanuary 2017 A GUIDE TO HOME HEALTH VALUE-BASED PURCHASING
January 2017 A GUIDE TO HOME HEALTH VALUE-BASED PURCHASING Copyright 2017 HEALTHCAREfirst. All rights reserved. 01/13/2017 2 A Guide to Home Health Value-Based Purchasing BACKGROUND In recent years, the
More informationEVERYDAY HEROES. The people you see on this wall are
The people you see on this wall are EVERYDAY HEROES For nearly 60 years, the people of Kaiser Permanente have been heroes. They gave medical care to workers building the California Aqueduct and those constructing
More informationImproving Patient and Family Experience: New Ideas for Engaging Patients and Motivating Staff
Improving Patient and Family Experience: New Ideas for Engaging Patients and Motivating Staff Rhonda Barcus, MS, LPC Program Specialist II February 7, 2018 1 The Center s Purpose The National Rural Health
More informationPatient-Mix Adjustment Factors for Home Health Care CAHPS Survey Results Publicly Reported on Home Health Compare in July 2017
Patient-Mix Adjustment Factors for Home Health Care CAHPS Survey Results Publicly Reported on Home Health Compare in July 2017 Home Health Care CAHPS (HHCAHPS) Survey results will be refreshed or updated
More informationQuestionnaire on family experiences of ICU quality of care
Questionnaire on family experiences of ICU quality of care (name of actual ICU) 1 This questionnaire is about experiences that you and your family member (the patient) had during his or her stay in the
More information5 TIPS FOR RESPONDING TO ANGRY PATIENTS
Billing & Reimbursement Revenue Cycle Management 5 TIPS FOR RESPONDING TO ANGRY PATIENTS Billing and Reimbursement for Physician Offices, Ambulatory Surgery Centers and Hospitals Billings & Reimbursements
More informationSummary Report of Findings and Recommendations
Patient Experience Survey Study of Equivalency: Comparison of CG- CAHPS Visit Questions Added to the CG-CAHPS PCMH Survey Summary Report of Findings and Recommendations Submitted to: Minnesota Department
More informationHCAHPS Survey SURVEY INSTRUCTIONS
HCAHPS Survey SURVEY INSTRUCTIONS You should only fill out this survey if you were the patient during the hospital stay named in the cover letter. Do not fill out this survey if you were not the patient.
More informationQuestions to ask your doctor about Lung Cancer and selecting a treatment facility
Questions to ask your doctor about Lung Cancer and selecting a treatment facility The Basics Establishing an open dialogue with a doctor provides you with the opportunity to learn specific information
More informationAPPENDIX O: XML DATA FILE LAYOUT FOR DISPROPORTIONATE STRATIFIED RANDOM SAMPLING
APPENDIX O: XML DATA FILE LAYOUT FOR DISPROPORTIONATE STRATIFIED RANDOM SAMPLING Centers for Medicare & Medicaid Services Appendix O: XML File Layout for Disproportionate Stratified Random Sampling January
More informationOur Hospital s Value Based Purchasing (VBP) Journey
Our Hospital s Value Based Purchasing (VBP) Journey Linnea Huinker, MHA, Clinical Effectiveness Specialist Katie Potts, MHA, Clinical Effectiveness Specialist January 31, 2013 Presentation Outline Hospital
More informationUSE OPEN-ENDED QUESTIONS
USE OPEN-ENDED QUESTIONS Much of your professional training has emphasized what you say to patients. Use open-ended questions that can't be answered with just a "yes" or a "no." These invite the patient
More informationArkansas Medicaid. TEFRA Survey Results
Arkansas Medicaid 2013 TEFRA Survey Results TEFRA The Tax Equity and Fiscal Responsiblity Act of 1982 (TEFRA) allowed states to open their Medicaid programs to children with physical or mental disabilities
More informationNonprofit Starter Pack Workbook
Nonprofit Starter Pack Workbook @salesforcedocs Last updated: March 16, 2016 Copyright 2000 2016 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc.,
More informationQAPI Making An Improvement
Preparing for the Future QAPI Making An Improvement Charlene Ross, MSN, MBA, RN Objectives Describe how to use lessons learned from implementing the comfortable dying measure to improve your care Use the
More informationCME Disclosure. Accreditation Statement. Designation of Credit. Disclosure Policy
CME Disclosure Accreditation Statement Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. Designation
More information1 st Quarter MSHO/MSC+ Care Coordination Training March 13 th -Care Systems and Internal Care Coordinators March 14 th -Recorded WebEx
1 st Quarter MSHO/MSC+ Care Coordination Training 2018 March 13 th -Care Systems and Internal Care Coordinators March 14 th -Recorded WebEx Agenda CAHPS Survey Emily Eckhoff Behavioral Health Malanie Blanchard
More informationCare on a hospital ward
Care on a hospital ward People with dementia may be admitted to general hospital wards either as part of a planned procedure such as a cataract operation or following an accident such as a fall. Carers
More informationNational Patient Experience Survey UL Hospitals, Nenagh.
National Patient Experience Survey 2017 UL Hospitals, Nenagh /NPESurvey @NPESurvey Thank you! Thank you to the people who participated in the National Patient Experience Survey 2017, and to their families
More informationSomerset Care Community (Taunton Deane)
Somerset Care Limited Somerset Care Community (Taunton Deane) Inspection report Huish House Huish Close Taunton Somerset TA1 2EP Tel: 01823447120 Date of inspection visit: 11 January 2016 12 January 2016
More informationNote: This is an outcome measure and will be calculated solely using registry data.
Quality ID #304: Cataracts: Patient Satisfaction within 90 Days Following Cataract Surgery National Quality Strategy Domain: Person and Caregiver-Centered Experience and Outcomes 2018 OPTIONS FOR INDIVIDUAL
More informationPATH Program. Getting Started Guide
PATH Program Getting Started Guide We have a BIG opportunity. Together, we can empower and encourage people to take an active role in their health. Preventive health care services help people find and
More informationOBQI for Improvement in Pain Interfering with Activity
CASE SUMMARY OBQI for Improvement in Pain Interfering with Activity Following is the story of one home health agency that used the outcome-based quality improvement (OBQI) process to enhance outcomes for
More informationDay Surgery Satisfaction Isn t Built in a Day
news, views & ideas from the leader in healthcare satisfaction measurement The Satisfaction Snapshot is a monthly electronic bulletin freely available to all those involved or interested in improving the
More informationCY 2018 Home Health PPS Proposed Rule
CY 2018 Home Health PPS Proposed Rule Rochelle Archuleta & Caitlin Gillooley AHA Policy August 24, 2017 CY 2018 Proposed Rule Published in July 28 Federal Register Net Reduction: 0.4%, -$80m Same for facility-based
More informationTHE ALPHABET SOUP OF MEDICAL PAYMENTS: WHAT IS MACRA, VBP AND MORE! Lisa Scheppers MD FACP Margo Ferguson MT MSOM
THE ALPHABET SOUP OF MEDICAL PAYMENTS: WHAT IS MACRA, VBP AND MORE! Lisa Scheppers MD FACP Margo Ferguson MT MSOM THE REASON FOR CHANGE VOLUME TO VALUE Fee-for-service PAYMENT Bundled, Shared Patient FOCUS
More information