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 of Credit Studer Group designates this educational event for a maximum of 12 AMA PRA Category 1 Credits. Physicians should only claim credit commensurate with the extent of their participation in the educational event. Disclosure Policy Martin Padgett and Kathy Neuner have disclosed that they do not have any relevant financial relationships with any commercial interests related to the content of this educational event.
The Best HCAHPS Defense: A Good Offense Martin Padgett, CPA, MBA, FACHE President & CEO, Clark Memorial Hospital (Jeffersonville, IN) Kathy Neuner, RN,MSN VP, Inpatient Services, Clark Memorial Hospital (Jeffersonville, IN)
Presentation Objectives Understand how a strong culture focused on measured patient satisfaction and quality will automatically result in high HCAHPS outcomes. Increase patient satisfaction / quality / HCAHPS scores through tools such as, hourly rounding or AIDET measures that hold team members accountable. Utilize patient satisfaction scores to increase volume and achieve financial success in a highly competitive market.
Clark Memorial Hospital 241 bed acute care community hospital 1600 team members 355 registered nurses Non-union hospital Highly competitive market with several healthcare systems
What Do We Do With This? The HCAHPS bundle has been left on your doorstep HCAHPS So what do you do with it?
HCAHPS Fact Sheet Hospitals can either integrate the HCAHPS survey with their own patient satisfaction survey or use HCAHPS by itself. Hospital Implications: Hospitals that fail to submit data will forfeit 2% of annual payment update. CMH used integrated survey Health Care tomorrow will not remain exactly like it is today. Transparency is reaching new levels. Public Implications: Many believe that publicly reported information on hospital quality and patient satisfaction will change how patients select their health care providers. HCAHPS is not something that just happens to us we control our interactions with patients.
The Best Defense is a Good Offense Today s competitive market demands hospitals aggressively manage HCAHPS results to be best in market performers In other words A Good Offense
Clark Memorial Hospital Game Plan Create a culture focused on patient satisfaction to manage HCAHPS results, increase volume, and maximize financial success.
Creating a Culture of Service Excellence A proactive or offensive move. At each level of the organization. Service and quality are embedded in the culture and everyday work flow. Senior Team Directors/Managers Team members
Creating a Culture of Service Excellence ClarkFest: An all-team event
Creating a Culture of Service Excellence WAY Days We Appreciate You Positive reinforcement of quality and service. Employee satisfaction leads to patient satisfaction
Creating a Culture of Service Excellence High Five Awards Presented each quarter for high performing units in patient satisfaction Ambassadors Presented each quarter for team members who live the mission and values of Clark Memorial Hospital. Quarterly Team Member Forums Communicate Pillar performance
Creating a Culture of Service Excellence Leader Rounding Identify opportunities for improvement Work different shifts Leader Development Skill building opportunities
Measuring What s Important Press Ganey Associates, Inc. Since 2001 Early adopter Integrates the HCAHPS tool with Press Ganey s questions Created first as a quality indicator Helps ensures key drivers or leading indicators are not missed
Measuring What s Important There is a correlation between the Press Ganey survey questions and Likely to Recommend on the HCAHPS survey.
Measuring What s Important
Measuring What s Important
Tracking Your Results HCAHPS results can be accessed through whynotthebest.org Capability to review as many hospitals as you like Compare your scores to the top 10% and 25% nationally Create your own facility profile
CMH Results
Percentile Rank CMH Results 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 66% National Patient Loyalty Ranking Consistent Practice = Consistent Results 80% 91% 72% 71% 75% 2006 2007 2008 ATTENTION TO SPECIAL / PERSONAL NEEDS HCAHPS: Likelihood to Recommend
CMH Results Hospital Overall
CMH Results
CMH Results Net Income on Operations Outcomes
Sustaining the Results Aligning actions to move from a culture of sometimes to a culture of always Hardwiring processes to always deliver quality care to every patient, every time. Always Coca Cola Coca Cola 1993-2000
Improvement Tactics Using Leader Evaluation Manager (LEM) to drive results and accountability. Goals are directly aligned with organization s goals Helps leaders to prioritize goals Allows for mid-course corrections if necessary
Improvement Tactics LEM
Improvement Tactics Patient Satisfaction Posters Encourage patients to help us improve Educate team that it is O.K. to get feedback Stress honest patient assessment Reminder to the team
CMH Results
Improvement Tactics Handwashing Campaign Created as a contest January 09 Improved safety, quality and patient satisfaction.
Improvement Tactics Key Words at Key Times Crystallizes patient satisfaction tools and standards.
Improvement Tactics Thank You notes Used hospitalwide Aligned with the rate/recommend questions.
Improvement Tactics Discharge Phone Calls Quality Initiative Improve post hospital compliance and outcomes Promotes open communication between patient and caregiver Prevent re-admissions
Improvement Tactics Hourly Rounding Improves patient care Promotes patient safety HCAHPS and patient satisfaction Reduces stress for the nursing staff Reduces patient anxiety Provides accountability
Sustaining the Results Hourly rounding on the Orthopedics Unit showed: Most improved unit HCAHPS scores 2007-2008
Sustaining the Results AIDET Identifying basic service behaviors that reflect impressive customer service Reduces patient anxiety and manages expectations. Acknowledge Introduce Duration Explanation Thank
Improve Outcomes with Evidence Based Tools Communication from nurses to patients and families Start with hiring- peer interviewing Adopt AIDET Teach skills of attentive listening Teach phrases to avoid Teach behaviors to avoid Do walking introductions between shifts
Improve Outcomes with Evidence Based Tools Communication from doctors to patients and families Work with medical staff leaders and gain support on building a patient centered culture When delivering patient satisfaction scores to physicians offer solutions on methods to improve perceptions Teach nurses the skill of managing up the physician Give patients paper and pen for writing down questions
Improve Outcomes with Evidence Based Tools Call light response Set a standard on the patient care units for response time Teach everyone on the patient care unit that answering a call light is everyone s responsibility Upon admission; teach the patient and family how to use the call light Institute hourly rounding on inpatient units.
Is Good Enough
Thank You! Martin Padgett, CPA, MBA, FACHE President and CEO, Clark Memorial Hospital (Jeffersonville, IN) Kathy Neuner, RN,MSN VP, Inpatient Services, Clark Memorial Hospital (Jeffersonville, IN)