6/7/2016. Objectives. HHCAHPS Overview. SHP HHCAHPS and Patient Survey Star Ratings

Size: px

Start display at page:

Download "6/7/2016. Objectives. HHCAHPS Overview. SHP HHCAHPS and Patient Survey Star Ratings"

Beatrix Clarke
6 years ago
Views:

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.

1 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 in SHP via the HHCAHPS Scores and Benchmark Report ( Create improvement strategies based on patient survey responses and comments. 2 HHCAHPS Overview The Home Health Care Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) Survey is designed to measure the experiences of people receiving home health care from Medicare-certified home health care agencies. Goals of the survey include: Produce comparable data on the patient s perspective that allows objective and meaningful comparisons between home health agencies on domains that are important to consumers. Public reporting of survey results will create incentives for agencies to improve their quality of care. Public reporting will enhance public accountability in health care by increasing the transparency of the quality of care provided in return for public investment. 3 1

2 HHCAHPS Overview 5 Key Indicators: Results are posted on Home Health Compare consisting of three measures that consist of multiple survey items (composites) and two global items. The 3 composites are care of patients, communication between providers and patients, and specific care issues. The 2 global items are overall rating of home health care and willingness to recommend the agency. 4 Patient Survey Star Ratings Patient Survey Star Ratings were initially published on Home Health Compare in January Four (4) HHCAHPS publicly reported measures receive a Star Rating. In addition, a Summary Star Rating is also applied. All three of the HHCAHPS composite measures receive a Star Rating: 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) Only one of the HHCAHPS Global Items receive a Star Rating: Overall Rating of Care Provided by the Home Health Agency (Q20) The HHCAHPS Survey Summary Star is based on the average of the four HHCAHPS measures (the three composites and the one overall) that receive Star Ratings. 5 Patient Survey Star Ratings Updated quarterly on Home Health Compare 6 month lag time for reporting: Example: January 2016 Star Ratings based on 7/14 6/15 Possible Star Ratings of 1, 2, 3, 4, or 5 whole stars No half stars Agencies must have at least 40 surveys during the 12 months to be assigned Star Ratings Agencies without sufficient completed surveys will still have their HHCAHPS measures publically reported on HHC, but without star ratings. 6 2

3 Patient Survey Star Ratings Linear mean scores vs. Top-Box scores: Linear mean scores uses the full range of survey responses to each HHCAHPS question All individual survey responses are used and converted into linear scores on a point scale Top-Box scores only include the most positive responses SHP reports use the Top-Box scores Adjusted for patient mix To level the playing field among HHAs by adjusting for patient characteristics that affect response tendencies (such as age, education, self-reported health and mental/emotional status, diagnosis of schizophrenia, dementia, etc., patient lives alone, survey answered by proxy and language) CMS does not force a predetermined number or percentage of agencies into a specific Star Rating Calculated differently than the Quality of Patient Care Star Ratings: Agencies are placed into deciles for each of the 9 Quality of Patient Care indicators Results in a bell curve of ratings with most agencies in the 3.0 or 3.5 rating group 7 Rating Distribution Differences CMS Rating Trends Quality of Patient Care Star Ratings April 2016 Release* Patient Survey Star Ratings Jan 2016 Release* April 2016 Release** % 1 0.9% 1.6% % 2 6.8% 10.1% % % 28.5% % % 42.3% % % 17.5% % *Jan 16-5,743 agencies with ratings **Apr 16-5,723 agencies with ratings % % % *9,363 agencies with ratings 8 Patient Survey Preview Reports Available to agencies approximately 6 weeks before the public release HHAs can access their Preview Reports by the HHCAHPS Administrator logging onto the HHCAHPS website and accessing the report Kindred at Home has a division level HHCAHPS Administrator that will download the preview reports quarterly for the entire division. These reports will be made available to regional clinical leadership. Preview reports are not available on CASPER Preview Reports will not be available to the HHCAHPS Survey vendors or to anyone other than the HHA 9 3

Patient Survey Stars Jan 16: 242 Providers

0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 0.0% 0.0% 1.7% 4 Providers 2.

6% 47 Providers 1 Star 2 Stars 3 Stars 4

4 Patient Survey Stars Jan 16: 242 Providers Reporting; Apr 16: 240 Providers Reporting 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 0.0% 0.0% 1.7% 4 Providers 2.9% 7 Providers 13.6% 33 Providers 24.6% 59 Providers 39.3% 95 Providers 52.9% 127 Providers 45.5% 110 Providers 19.6% 47 Providers 1 Star 2 Stars 3 Stars 4 Stars 5 Stars Jan '16 Apr '16 10 Sample CMS Home Health Compare View 11 Customer Complaints Respond Quickly Document Your Action Follow Up 12 4

HHCAHPS Standard Scores & Benchmarks Choose your location Select

5 Data Sources Complaints documented in: Onsite/local logs SHP 13 HHCAHPS: Scores and Benchmarks How to run in SHP: Reports HHCAHPS Standard Scores & Benchmarks Choose your location Select reporting period View on Web 14 SHP HHCAHPS Scores and Benchmarks. 15 5

6 SHP HHCAHPS Scores and Benchmarking. 16 Patient Survey Education Resources and Contact Information Educational Resources: 1. HHCAHPS BD Calls: Improving Patient Satisfaction with Direct Communication from leadership 2. HHCAHPS Q25: Understanding and improving Question 25 Would you recommend this agency 3. Patient Satisfaction Key Phrases: Phrases we can say related to patient satisfaction 4. HHCAHPS FAQ: Frequently asked questions about HHCAHPS Gentiva Intranet: Knect: Departments >> Clinical Operations Home Health >> Performance Improvement tab >> Performance Improvement Related Resources and Tools >> Patient Survey Education KAH>>Clinical>>Performance Improvement >>Home Health>> PI Related Resources and Tools >> Patient Survey Education Clinical Practice and Quality Team VP Clinical Practice and Quality Director Quality and Performance Improvement Director Quality and Performance Improvement Director, Therapy Practice and Quality Clinical Project Manager 17 6

Patient-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