State of Indiana Nursing Home Resident, Family & Employee Surveys Informational Webinars Division of Aging May 10 & 17, 2013
Discussion Points 1. Who is Press Ganey 2. Project Team 3. Project Overview 4. Questions & Feedback 2
Who is Press Ganey? 3
Who is Press Ganey? 4
Project Team Project direction Coordination with other FSSA offices & contractors Review & approval of project materials Prime contractor Overall project management Data processing Survey management Interviewer training Analysis & reporting Recruit, screen, hire interviewers. Nursing home outreach & collection of Family/Employee data Interview residents Nursing home environment training for interviews Project advisors Analysis & reporting support Recruit, screen, hire interviewers. Nursing home outreach & collection of Family/Employee data Interview residents 5
Purpose & Eligibility Purpose The Nursing Facility Satisfaction Survey Project will contribute important measures to our existing report card and give the State of Indiana the ability to reward top performing nursing facilities, said Faith Laird, Director of Indiana s Division of Aging. We look forward to partnering with Press Ganey on this important initiative and are confident this will lead to continued improvements to the resident experience. By capturing the voice of the resident, their caregivers and family members or friends, we are better able to recognize and reward institutions who have achieved positive resident experiences. Eligibility All residents, family/friend and employees of a State of Indiana Medicaid Certified Nursing Home. 6
Survey Process Start Reporting Planning Analysis Sampling Data Collection 7
Nursing Home Outreach Planning Certified Letter Purpose: Highlight surveys and importance of participation, introduce Press Ganey team, outline project plan, timeline for data collection and reporting. 8
Nursing Home Outreach Planning Outreach Purpose: Establish which Press Ganey subcontractor will work with each nursing home, gather contact information, begin family & employee contact data upload process phone calls, email follow-up followed by scheduling. NORTH Agencies Residents Interviews 209 17,526 9,180 SOUTH Agencies Residents Interviews 222 17,420 9,181 9
Nursing Home Outreach Planning Efforts: FSSA/DA Press Ganey Press Release Posters Your Help! 10
Data Uploads Planning Data Uploads Purpose: Forms the basis of the population files for resident, family and nursing home surveys. Resident MDS Files: Myers & Stauffer will provide MDS file upload the month prior to Nursing Homes that will be surveyed in following month (June for July, July for August, August for September). Family Data Files: Employee Data Files: Will also request employee email address to test if we can eliminate mail in future. 11
Project Surveys Resident Planning Survey Domains: Screening, Comfort, Environmental Adaptation, Privacy, Dignity, Meaningful Activity, Food Enjoyment, Autonomy, Individuality, Security, Relationships, Satisfaction & Mood. 12
Project Surveys Family Planning 13
Employee Partnership Survey Employee Partnership Employee Satisfaction what do I get? Employee Engagement what do I give? 1. Systems and Leadership: job security, input on decision making, information, pay 2. Resources: physical environment, equipment 3. Teamwork: respect, coordination 4. Direct Management: feedback, coaching, trust, communication, recognition 5. Engagement My Work Our Work Our Organization 14
Project Surveys Employee Planning 15
Population Sampling Sampling Resident: Will use the MDS file to identify ~17,400 residents for interviews. This will make up List A. Each NH will have a List B for replacement interviews (due to discharges, deaths, cognitive screening, etc.). Approximately 90 NHs will have 100% of residents surveyed to lower populations size. Family: Census, will send ~40,000 first surveys, 3 wave mailing. Employee: Census, will send ~65,000 first surveys, five wave mailing. Identify all current full time and part employees. Provide data noted in instructions. Exclude any contract or temporary employees. 16
Interviewer Training Data Collection June 24, 25, 26 Training dates. Training will be held at Knowledge Services Carmel, IN location. Training will be recorded for use with staff who could not attend and to improve training for future project years. FSSA/DA Representatives & public are welcome to attend (with notice for planning purposes). Agenda: Project Overview Impacting the Quality of Nursing Home Care Nursing Home Environment What to expect, resident conditions HIPAA Training Project Logistics Interviewing How to conduct an interview, role playing & interviewer certification. 17
Interviewer Qualifications Data Collection Functional Responsibility Responsible for conducting in-person interviews with designated respondents. Interviews will be conducted with nursing home residents in various states of health. Interviewer will be required to drive to nursing homes throughout the state and interact with nursing home staff to identify residents to be surveyed. When interviewing specific responsibilities include conducting personal interviews accurately and efficiently; demonstrating a professional manner; listening skills; and attention to detail. Minimum/ General Experience Four years relevant experience, strong oral and written communication skills, organized and personable. One year experience using personal computer. Ability to drive and pass a criminal background check. Education High school diploma or equivalent. 18
Interviewer Qualifications Data Collection Professionalism a confident, businesslike presentation and strong delivery are vital to encouraging respondents to participate in surveys as well as persuading respondents to complete surveys already begun Friendliness a friendly and positive approach puts the respondent at ease and relaxed enough to give thoughtful and honest answers Courtesy a courteous interviewer refuses to react negatively toward a respondent who is rude, argumentative or insincere Neutrality care must be taken not to inject bias into the survey; do not encourage or reward respondent answers Listening Skills effective listening skills will help the interviewer to address respondent objections, and properly answer questions Resilience a good interviewer does not allow the previous call to affect the next call; a rude respondent or a disappointing hang-up should not affect your approach to the next call Desire to Improve a good interviewer can honestly assess past performances, admit errors, accept and incorporate feedback and learn from mistakes Optimism an interviewer should confidently assume the respondent is interested and willing to participate in the survey Enthusiasm the interviewer s interest in the survey or lack of it will be immediately conveyed to the respondent; if the interviewer doesn t seem interested in the survey, the respondent won t either Prepared an interviewer should know the survey questions, instructions, and responses to common questions Quick Thinking anything can happen during a phone call and an interviewer must be prepared to handle any situation quickly and effectively Common Sense beyond all the training, rehearsing, and skill-building, good oldfashioned common sense is as important as anything else. Use it. 19
Survey Data Collection Data Collection Resident Survey Process: Go/KS scheduling of NH and interviewers. Interviewer(s) arrive, check-in with NH representative, receive NH layout & activity schedule. Distributes interview list as needed between interview staff. Locates & identifies residents, introduces themselves/survey purpose and attempts interview after cognitive screening. Completed surveys shipped to Press Ganey for processing. 20
Analysis Resident & Family Surveys Analysis 21
Employe Survey Report Analysis Overall Facility Results, generally 11 pages. Overall Partnership, Satisfaction and Engagement Scores. Section and Individual Question Results. Top 10 Strengths and Opportunities. Demographic breakdowns. 22
Analysis Employee Partnership Survey Analysis 23
Reporting Reporting Overall State of Indiana Report (Overall Satisfaction by Survey, Domain Scores, Question Level Scoring, etc.). Individual Nursing Home Reports Webinars 24