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  • 1. HCF Hospital Patient Experience Survey Chris Wallace July 2013
  • 2. • Questionnaire based on HCHAPS methodology • Paper based survey via direct mailing • Survey completion rate of 35%+ • 6 monthly intervals, 5 surveys to date • 400+ hospitals, members aged 18-85 years • 20,000 surveys completed SURVEY COVERAGE
  • 3.  HCAHPS = Hospital Consumer Assessment of Healthcare Providers and Systems Survey (pronounced “H-caps”), also known as the CAHPS® Hospital Survey  Began in 2002, joint development by the Centers for Medicare & Medicaid Services (CMS) with the Agency for Healthcare Research and Quality (AHRQ), and the US Federal Department of Health and Human Services  Provides common metrics (Standards) for collecting and reporting information about patient experience of care  the HCAHPS Project Team have taken substantial steps to assure that the survey is credible, useful, and practical. www.hcahpsonline.org WHAT IS HCHAPS?
  • 4.  Hospital Medical team HCF  Care Experience  how the doctors and nurses treated patient  Hospital cleanliness, service, & pain control  Health Outcomes & Unexpected Events FOCUS OF QUESTIONNAIRE Recommendation of hospital experience to friends/colleagues
  • 5. 70% would recommend Recommend Hospital to Friends or Colleagues Most are likely to recommend their hospital
  • 6. 70% would recommend Consistent results over time - Marginal gain.
  • 7. 70% would recommend Private Hospital Score Better than Public
  • 8. 70% would recommend Acute Overnight & Day Only Admissions
  • 9. 70% would recommend Overall Recommendation Scores Positive !
  • 10. 70% would recommend Why Scored Hospital 6 or Less 8.4% of survey respondents
  • 11. 70% would recommend Why Scored Medical Team 6 or Less 4.3% of survey respondents
  • 12. 70% would recommend Why Scored HCF 6 or Less 4.6% of survey respondents
  • 13. 70% would recommend Doctors scored marginally higher than Nurses
  • 14. 70% would recommend Overall 14% Not Happy with Hospital Services
  • 15. 70% would recommend Medication Provision Requires Improvement  5% reported “never” or “sometimes” when asked if staff did everything to control their pain  6% reported “never” or “sometimes” when asked if their pain was well controlled  10% reported “never” or “sometimes” when asked if staff explained new medicine purpose.  31% reported “never” or “sometimes” to side effects being explained.
  • 16. 70% would recommend Discharge Planning Good BUT Could Be Better
  • 17. 70% would recommend Perceived Health Outcome after Hospitalisation
  • 18. 70% would recommend Health Outcome: Expectation vs Result  Individual record analysis shows that 2 in 3 people’s health expectation matched their perceived outcome (66%). (i.e. “Much Worse”  “Much Worse”, About the same  “About the same”, etc)  18% of people reported a better outcome than expected.  16% of people reported a worse outcome than they expected.
  • 19. 70% would recommend Would I have had treatment if outcome known? 9% would not or doubtful…education!
  • 20. 70% would recommend Safety & Quality/Patient Outcomes  An important part if the HCF Patient Satisfaction survey is to monitor unexpected events that the member reports.  14% of members surveyed self reported an unexpected event.  AIHW reports an adverse event rate of 5.3% in 2011-12. (6.1% in public hospitals and 3.9% in private hospitals)
  • 21. 70% would recommend Adverse Events Reported Consistent Over Time
  • 22. 70% would recommend Distribution of Adverse Events
  • 23. 70% would recommend Adverse Events - In Hospital & After Discharge
  • 24. 70% would recommend Future direction of Hospital Survey  Focus on top 100 hospitals HCF members use  Greater focus on Public hospitals  Reduction in number of Questions  Partial shift to email based surveys  Timely reports to Hospitals  Future publication to members
  • 25. 70% would recommend What will HCF do with the Results ?  Publicly announced best hospitals (Only Top 100 hospitals that HCF members utilise so not appropriate to publish all)  Provide results back to hospitals  Use results internally for contract negotiation's to achieve improvements for HCF members.  Future – publish individual results to HCF members to assist health care decisions and improve patient outcomes.