The Quality Report helps to identify the gaps in the systems and processes within a hospice. The Quality Report identifies where a hospice needs to focus their improvement efforts in order to improve the patient care experience.

1. CAHPS® Hospice Survey Quality Report
This document contains confidential information, protected by law, regarding recipients of health care services. This informationis being provided as permitted under HIPAA regulations and provisions governing treatment, payment, andoperations. If you arenot authorized to view HIPAA- sensitive data pertaining to HOSPICE, do not read, distribute, or reproduce this document or the information it contains. If you have received this document in error, please destroy it.
© 2014 –US Health Care Research Corporation

2. Quality Report
Number of Completed Surveys
Completed Surveys
Margin of Error
Executive Summary
% Positive Score
Overall Composite Score
HOSPICE PROVIDER NAME
The following report contains your most recent CAHPS® Hospice Survey results. The Quality Report provides detailed reporting for quality assurance and performance improvement. Included is an in-depth look into the quality of care your hospice has provided to its patients and fmaily caregivers.
Your Quality Report is designed to provide insights into how well your hospice performed for the current reporting period, three month average, twelve month average, and year-to-date. The table below identifies that date range used for each time period.
A patient's response will not be counted by CMS unless the patient answers at least half of the core questions on the CAHPS® Hospice Survey. All data in this report only includes those family caregivers who answered at least half of the core question on the survey.
Current Period
3 Months
Current Period
3 Months
12 Months
Year-to-Date
12 months
YTD
March 2014 to May 2014
Jun 2013 to May 2014
May 2014
Jan-May '14
The Overall Composite Score is a single measurement that summarizes the hospice's overall performance. The Overall Composite Score is based on the percent of respondents that selected the most optimal responses from the core CAHPS Hospice questions.
The first page of this report is an executive summary that provides an overview of your hospice's performance and how well the hospice is performing overall. Your hospice's results are based on the patients served during the current reporting period, three month average, twelve month average, and year-to-date.
15
59
264
122
25%
13%
6%
9%
The % Positive Score is the percentage of responses to a survey question that is most optimal or desirable response to the survey question. The % Problem Score is the percentage of responses to a survey question that is other than the most optimal or desirable response to the survey question.
© 2014 – US Health Care Research Corporation

3. Quality Report
Executive Summary
Overall Rating of Care (Q39)
Willingness to Recommend (Q40)
The Willingness to Recommend is an indication of the likeliness that family members would recommend your hospice to family/friends. Your score represents the percent of respondents that answered "Yes, definitely".
The Overall Rating of Care is an indication of the overall quality of care that family members felt was given to the patient. Your score represents the percent of respondents that rated your hospice as a "9" or "10".
87%
85%
88%
87%
0%
20%
40%
60%
80%
100%
May 2014
Three Month
12-Month
Jan-May '14
95%
90%
90%
87%
87%
0%
20%
40%
60%
80%
100%
Jan '14
Jan-Feb'14
Jan- March'14
Jan-April'14
Jan-May'14
90%
83%
86%
85%
84%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan '14
Jan-Feb'14
Jan- March'14
Jan-April'14
Jan-May'14
79%
84%
84%
84%
0%
20%
40%
60%
80%
100%
May 2014
Three Month
12-Month
Jan-May '14
© 2014 – US Health Care Research Corporation

4. Quality Report
Executive Summary
Date Range:
Jun 2013 to May 2014
SatMap Analysis
Focus Areas
Measurement item
%Positive Score
59%
9%
83%
Q3. Took part in or oversee care for family member
Q27. Family member got the help he or she needed from the hospice team for feelings of anxiety or sadness
Q14. Hoospice team listen carefully about problems with family member’s hospice care
Q19. Hospice team gave you the training you needed about what side effects to watch for from pain medicine
Q20. Hospice team gave you the training you needed about if and when to give more pain medicine
77%
60%
Q16
Q18
Q19
Q20
Q31
Q3
Q5
Q6
Q7
Q8
Q9
Q10
Q11
Q12
Q14
Q22
Q25
Q27
Q33
Q34
Q35
Q36
Q37
Q38
0%
25%
50%
75%
100%
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
PERFORMANCE
IMPORTANCE (CORRELATION)
© 2014 – US Health Care Research Corporation

5. Quality Report
Domain of Care Performance - Hospice Team Communication
Domain Performance
Quarterly Trend
Domain Elements
Q8. Explain things in a way that was easy to understand
Q9. Kept informed about your family member's condition
76%
79%
80%
79%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
80%
71%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
78%
81%
80%
73%
5%
4%
2%
7%
13%
12%
12%
7%
4%
3%
7%
13%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
92%
90%
93%
93%
3%
2%
5%
7%
4%
6%
0%
0%
1%
1%
2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

6. Quality Report
Domain Elements
Q14. Hospice team listened carefully
Q18. Hospice team discussed side effects of pain medicine
79%
84%
Q31. Gave information about what to expect while family member was dying
63%
59%
69%
60%
22%
28%
17%
27%
15%
13%
14%
13%
0%
0%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
92%
90%
93%
93%
3%
2%
5%
7%
4%
6%
0%
0%
1%
1%
2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
5%
5%
5%
7%
20%
16%
20%
13%
75%
79%
75%
80%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
© 2014 – US Health Care Research Corporation

7. Quality Report
Domain of Care Performance - Getting Timely Care
Domain Elements
Q5. Got help needed during evenings, weekends, or holidays
Q6. Hospice team informed about arrival time
86%
88%
87%
87%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
87%
83%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
81%
83%
85%
93%
5%
4%
2%
7%
12%
12%
10%
0%
2%
2%
3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
93%
92%
91%
87%
1%
1%
2%
7%
5%
6%
5%
7%
1%
1%
2%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

8. Quality Report
Domain Elements
Q7. Hospice team provided help as soon as the patient asked for help
Q22. Got help for trouble breathing
79%
84%
Q25. Got help as soon as needed for trouble with constipation
94%
96%
90%
73%
2%
2%
3%
13%
3%
2%
5%
13%
1%
0%
2%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
89%
89%
95%
100%
8%
8%
0%
0%
3%
3%
5%
0%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
75%
77%
80%
79%
19%
20%
12%
7%
6%
4%
8%
14%
0%
0%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

9. Quality Report
Domain of Care Performance - Hospice Courtesy and Respect
Domain Elements
Q11. Hospice team treat your family member with dignity and respect
Q12. Hospice team really cared about family member
84%
82%
81%
81%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
81%
83%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
77%
80%
80%
86%
4%
5%
4%
7%
17%
15%
15%
7%
1%
0%
2%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
76%
77%
76%
73%
6%
9%
7%
20%
17%
13%
15%
7%
1%
2%
2%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

10. Quality Report
Domain Elements
Q35. How often did the hospice team listen carefully to you?
90%
86%
89%
93%
7%
11%
6%
7%
1%
1%
2%
0%
2%
2%
3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

11. Quality Report
Domain of Care Performance - Attend to Family Needs
Domain Elements
Q36. Right amount of religious or spiritual support
Q37. Right amount of emotional support prior to patient's death
82%
93%
93%
94%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
96%
90%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
2%
2%
4%
7%
93%
92%
95%
87%
5%
7%
2%
7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Too much
Right amount
Too little
4%
2%
5%
13%
92%
90%
90%
73%
4%
7%
5%
13%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Too much
Right amount
Too little
© 2014 – US Health Care Research Corporation

12. Quality Report
Domain Elements
Q38. How much emotional support did you get from the hospice team?
2%
1%
4%
13%
98%
97%
96%
87%
0%
2%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Too much
Right amount
Too little
© 2014 – US Health Care Research Corporation

13. Quality Report
Domain of Care Performance - Getting Help for Symptoms
Domain Elements
Q16. Help with pain as he/she needed
Q22. Family member got help for trouble breathing
82%
75%
74%
77%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
79%
65%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
5%
10%
24%
13%
13%
16%
14%
27%
82%
74%
63%
60%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
89%
89%
95%
100%
8%
8%
0%
0%
3%
3%
5%
0%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

14. Quality Report
Domain Elements
Q27. Family got the help needed for feelings of anxiety or sadness
60%
60%
67%
86%
32%
34%
27%
7%
3%
3%
6%
7%
4%
4%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

15. Quality Report
Domain of Care Performance - Information Continuity
Domain Elements
Q10. Hospice gave confusing or contradictory information
80%
90%
92%
92%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
96%
45%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
92%
92%
90%
80%
5%
6%
5%
7%
2%
2%
3%
7%
1%
1%
2%
7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Never
Sometimes
Usually
Always
© 2014 – US Health Care Research Corporation

16. Quality Report
Domain of Care Performance - Getting Hospice Care Training
Domain Elements
Q19. Training what side effects to watch for from pain medicine
Q20. Training about giving more pain medicine
79%
86%
88%
86%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
86%
73%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
7%
3%
5%
13%
8%
17%
22%
33%
86%
88%
91%
73%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
0%
0%
0%
0%
22%
17%
22%
33%
78%
83%
78%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
© 2014 – US Health Care Research Corporation

17. Quality Report
Domain Elements
Q23. Hospice team provided training about how to help with trouble breathing
Q29. Training what to do if family member became restless or agitated
79%
84%
Q30. Training about how to safely move family member
6%
4%
4%
13%
14%
13%
14%
13%
80%
83%
82%
73%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
3%
2%
4%
0%
9%
7%
12%
7%
88%
91%
84%
93%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
1%
2%
7%
2%
1%
3%
7%
97%
97%
93%
87%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
© 2014 – US Health Care Research Corporation

18. Quality Report
Domain of Care Performance - Nursing Home
Domain Elements
Q33. Nursing home and hospice team work well together
Q34. Information from nursing home different from hospice
75%
68%
80%
53%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
May 2014
Three Month
12-Month
Jan-May '14
89%
50%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q1 '14
Apr-May '14
82%
82%
83%
63%
9%
7%
9%
25%
9%
9%
6%
0%
1%
1%
2%
13%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
69%
77%
52%
0%
3%
3%
5%
13%
3%
2%
5%
0%
25%
17%
38%
88%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

19. This section shows how the hospice organization is performing over time in each Domain of Hospice Care and helps hospices set and identify goals for each area of hospice care that is evaluated.
Trends and Goal Setting
© 2013 –US Health Care Research Corporation

20. Trends and Goal Setting
Upper Limit
Lower Limit
YTD Trend
Jan-May '14
Current Period
Q39. Overall Rating of Care
Current Period Performance Score:
87%
Goal:
91%
Q40. Willingness to Recommend
Current Period Performance Score:
84%
Goal:
88%
95%
90%
90%
87%
87%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
90%
83%
86%
85%
84%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
© 2014 – US Health Care Research Corporation

21. Trends and Goal Setting
Domain Performance Score: Hospice Team Communication
Current Period Performance Score:
79%
Goal:
84%
Q8. How often did the hospice team explain things in a way that was easy to understand?
Current Period Performance Score:
92%
Goal:
95%
Q9. How often did the hospice team keep you informed about your family member’s condition?
Current Period Performance Score:
78%
Goal:
83%
85%
78%
80%
80%
79%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
100%
90%
92%
92%
92%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
80%
76%
81%
79%
78%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
© 2014 – US Health Care Research Corporation

22. Trends and Goal Setting
Q14. Hospice team carefully listened
Current Period Performance Score:
63%
Goal:
69%
Q18. Hospice team discuss side effects of pain medicine
Current Period Performance Score:
87%
Goal:
91%
Q31. Hospice team gave as much information about what to expect while patient was dying
Current Period Performance Score:
75%
Goal:
80%
84%
74%
74%
74%
75%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
73%
53%
64%
65%
63%
30%
40%
50%
60%
70%
80%
90%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
89%
94%
92%
89%
87%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
© 2014 – US Health Care Research Corporation

23. Trends and Goal Setting
Domain Performance Score: Getting Timely Care
Current Period Performance Score:
87%
Goal:
90%
Q5. Hospice team helped during off after-hours
Current Period Performance Score:
81%
Goal:
86%
Q6. Hospice team kept caregive infromed about arrival time
Current Period Performance Score:
93%
Goal:
96%
85%
84%
87%
87%
87%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
80%
76%
81%
79%
81%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
100%
95%
96%
94%
93%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
© 2014 – US Health Care Research Corporation

24. Trends and Goal Setting
Q7. Patient got help as soon as they needed.
Current Period Performance Score:
94%
Goal:
97%
Q22. How often did your family member get the help he or she needed for trouble breathing?
Current Period Performance Score:
89%
Goal:
93%
Q25. Hospice team provided help when patient had trouble w/ constipation
Current Period Performance Score:
75%
Goal:
80%
100%
100%
100%
98%
94%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
84%
84%
90%
89%
89%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
60%
64%
68%
73%
75%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
© 2014 – US Health Care Research Corporation

25. Hospice Item Set
This section illustrates how the hospice is performing in the areas of care that are related to the quality measures in the Hospice Item Set.
© 2013 –US Health Care Research Corporation

26. Hospice Item Set
NQF #1634 & #1637 – Pain Screening and Pain Assessment
Q16. Help with pain as he/she needed
Q18. Hospice team discussed side effects of pain medicine
Q19. Training what side effects to watch for from pain medicine
5%
10%
24%
13%
13%
16%
14%
27%
82%
74%
63%
60%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
92%
90%
93%
93%
3%
2%
5%
7%
4%
6%
0%
0%
1%
1%
2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
7%
3%
5%
13%
8%
17%
22%
33%
86%
88%
91%
73%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
© 2014 – US Health Care Research Corporation

27. Hospice Item Set
NQF #1639 & #1638 – Dyspnea Screening and Dyspnea Treatment
Q22. Patient got the help needed for trouble breathing
Q23. Training to help if family member had trouble breathing
79%
84%
NQF #1617 – Patients Treated with an Opioid who are Given a Bowel Regimen
Q25. Got help as soon as needed for trouble with constipation
6%
4%
4%
13%
14%
13%
14%
13%
80%
83%
82%
73%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
No
Yes, somewhat
Yes, definitely
75%
77%
80%
79%
19%
20%
12%
7%
6%
4%
8%
14%
0%
0%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
75%
77%
80%
79%
19%
20%
12%
7%
6%
4%
8%
14%
0%
0%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Always
Usually
Sometimes
Never
© 2014 – US Health Care Research Corporation

28. Hospice Item Set
Modified NQF #1647 – Beliefs/Values Addressed
Q36. Right amount of religious or spiritual support
Q37. Right amount of emotional support prior to patient's death
Q38. Right amount of emotional support after patient's death
2%
2%
4%
7%
93%
92%
95%
87%
5%
7%
2%
7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Too much
Right amount
Too little
4%
2%
5%
13%
92%
90%
90%
73%
4%
7%
5%
13%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Too much
Right amount
Too little
2%
1%
4%
13%
98%
97%
96%
87%
0%
2%
0%
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan-May '14
12-Month
Three Month
May 2014
Too much
Right amount
Too little
© 2014 – US Health Care Research Corporation

29. Survey Summary Report
This section shows the performance score for each survey question on the CAHPS Hospice Survey.
© 2013 –US Health Care Research Corporation

30. Survey Summary
N
%
N
%
N
%
Yes
14
93%
50
98%
215
95%
No
1
7%
1
2%
12
5%
Yes
12
80%
26
87%
97
88%
No
3
20%
4
13%
13
12%
Yes
11
85%
52
91%
234
93%
No
2
15%
5
9%
17
7%
Yes
11
85%
50
91%
208
89%
No
2
15%
5
9%
25
11%
Yes
10
67%
46
100%
211
100%
No
5
33%
0
0%
0
0%
Yes
10
83%
21
32%
52
18%
No
2
17%
44
68%
232
82%
Yes
8
80%
44
96%
209
94%
No
2
20%
2
4%
13
6%
Yes
9
75%
51
94%
239
96%
No
3
25%
3
6%
11
4%
Yes
8
80%
21
58%
83
55%
No
2
20%
15
42%
68
45%
N
%
N
%
N
%
Yes, def
9
60%
45
63%
195
74%
Yes, swht
4
27%
10
14%
43
16%
No
2
13%
17
24%
26
10%
Yes, def
11
73%
47
80%
194
89%
Yes, swht
2
13%
5
8%
15
7%
No
2
13%
7
12%
9
4%
Yes, def
11
73%
52
91%
192
88%
Yes, swht
2
13%
2
4%
19
9%
No
2
13%
3
5%
7
3%
Yes, def
10
67%
45
78%
192
83%
Yes, swht
5
33%
13
22%
40
17%
No
0
0%
0
0%
0
0%
Yes, def
12
80%
45
75%
192
79%
Yes, swht
2
13%
12
20%
39
16%
No
1
7%
3
5%
11
5%
Yes, def
11
73%
47
82%
207
83%
Yes, swht
2
13%
8
14%
32
13%
No
2
13%
2
4%
10
4%
Yes, def
13
87%
55
93%
248
97%
Yes, swht
1
7%
2
3%
3
1%
No
1
7%
1
2%
3
1%
Q4. Contact the hospice team during evenings, weekends, or holidays for qtns/help
Q16. Family member got as much help with pain as he or she needed
Q18. Member of the hospice team discussed side effects of pain medicine
Q19. Hospice team gave you the training you needed about what side effects to watch for from pain medicine
Q20. Hospice team gave you the training you needed about if and when to give more pain medicine
Q31. Hospice team gave you enough information about what to expect while family member was dying
Q30. Hospice team gave you the training you needed about how to safely move family member
Q23. Hospice team gave you the training you needed about how to help family member if he or she had trouble breathing
12-Month
Q13. Talk with the hospice team about problem w/ hospice care
12-Month
Q15. Famkily member have pain during hospice care
Q17. Family member received pain medicine during hospice care
Q21. Family member experienced trouble breathing during hospice care
Q24. Family member had trouble with constipation during hospice care
Q26. Family member showed feelings of anxiety or sadness during hospice care
Q28. Family member became restless or agitated during hospice care
Q32. Family member was living in a nursing home during hospice care
Yes/No
Yes, definitely/Yes, somewhat/No
Current Period
Three Month
Current Period
Three Month
© 2014 – US Health Care Research Corporation

31. Survey Summary
N
%
N
%
N
%
Never
0
0%
8
14%
8
3%
Sometimes
1
8%
1
2%
9
4%
Usually
4
31%
11
19%
38
16%
Always
8
62%
39
66%
186
77%
Never
0
0%
2
3%
5
2%
Smtimes
0
0%
6
10%
30
12%
Usually
1
7%
1
2%
9
4%
Always
14
93%
50
85%
210
83%
Never
0
0%
1
2%
3
1%
Smtimes
1
7%
3
5%
14
6%
Usually
1
7%
1
2%
3
1%
Always
13
87%
53
91%
233
92%
Never
0
0%
1
2%
1
0%
Smtimes
2
13%
3
5%
4
2%
Usually
2
13%
2
3%
4
2%
Always
11
73%
53
90%
246
96%
Never
84%
0%
1
2%
3
1%
Smtimes
0
0%
0
0%
16
6%
Usually
1
7%
3
5%
6
2%
Always
14
93%
55
93%
227
90%
Never
2
13%
4
7%
7
3%
Smtimes
1
7%
7
12%
31
12%
Usually
1
7%
1
2%
9
4%
Always
11
73%
47
80%
207
81%
Never
12
80%
52
90%
232
92%
Smtimes
1
7%
3
5%
14
6%
Usually
1
7%
2
3%
4
2%
Always
1
7%
1
2%
3
1%
Never
0
0%
1
2%
1
0%
Smtimes
1
7%
8
15%
35
15%
Usually
1
7%
2
4%
12
5%
Always
12
86%
43
80%
188
80%
Never
0
0%
1
2%
4
2%
Smtimes
1
7%
8
15%
30
13%
Usually
3
20%
4
7%
21
9%
Always
11
73%
42
76%
181
77%
Never
0
0%
0
0%
0
0%
Smtimes
2
13%
4
14%
13
13%
Usually
4
27%
5
17%
28
28%
Always
9
60%
20
69%
59
59%
Never
0
0%
0
0%
0
0%
Smtimes
0
0%
2
5%
6
3%
Usually
0
0%
0
0%
17
8%
Always
1
100%
35
95%
190
89%
Q5. Got the help from the hospice team during evenings, weekends, or holidays
Q6. Hospice team kept you informed about when they would arrive
Q7. Got help from the hospice team as soon as it was needed
Q8. Hospice team explain things in a way that was easy to understand
Q9. Hospice team kept you informed about family member’s condition
Q10. Hospice team gave confusing or contradictory information about family member’s condition or care
Q11. Hospice team treated family member with dignity and respect
Q12. Hospice team really cared about family member
Q14. Hoospice team listen carefully about problems with family member’s hospice care
Q22. Family member got the help he or she needed for trouble breathing
Q3. How often did you take part in or oversee care for your family member?
Never/Sometimes/Usually/Always
Current Period
Three Month
12-Month
© 2014 – US Health Care Research Corporation

32. Survey Summary
N
%
N
%
N
%
Never
0
0%
0
0%
0
0%
Smtimes
2
14%
2
8%
2
4%
Usually
1
7%
3
12%
11
20%
Always
11
79%
20
80%
43
77%
Never
0
0%
0
0%
8
4%
Smtimes
1
7%
3
6%
6
3%
Usually
1
7%
14
27%
76
34%
Always
12
86%
35
67%
136
60%
Never
1
13%
1
2%
3
1%
Smtimes
0
0%
3
6%
23
9%
Usually
2
25%
5
9%
17
7%
Always
5
63%
44
83%
202
82%
Never
7
88%
8
38%
15
17%
Smtimes
0
0%
1
5%
2
2%
Usually
1
13%
1
5%
3
3%
Always
0
0%
11
52%
66
77%
Never
0
0%
2
3%
5
2%
Smtimes
0
0%
1
2%
3
1%
Usually
1
7%
4
6%
29
11%
Always
14
93%
55
89%
237
86%
N
%
N
%
N
%
Too little
1
7%
1
2%
17
7%
Right amnt
13
87%
54
95%
233
92%
Too much
1
7%
2
4%
4
2%
Too little
2
13%
3
5%
18
7%
Right amnt
11
73%
53
90%
219
90%
Too much
2
13%
3
5%
5
2%
Too little
0
0%
0
0%
6
2%
Right amnt
13
87%
46
96%
254
97%
Too much
2
13%
2
4%
2
1%
12-Month
Q36. How much support for your religious and spiritual beliefs did you get from the hospice team?
Q37. How much emotional support did you get from the hospice team?
Q38. How much emotional support did you get from the hospice team?
Q33. Nursing home staff and hospice team work well together
Q34. Nursing home and hospice team gave different information about family member's care
Q35. Hospice team listened carefully
Too little/Right amount/Too much
Current Period
Three Month
Q27. Family member got the help he or she needed from the hospice team for feelings of anxiety or sadness
Never/Sometimes/Usually/Always
Q25. Family member got the help he or she needed for trouble with constipation
Current Period
Three Month
12-Month
© 2014 – US Health Care Research Corporation

33. About the Patient and Caregiver
This section provides demographic information about the patient and the family caregiver that responded to the questionnaire.
© 2013 –US Health Care Research Corporation

34. About the Patient/Caregiver
About the Patient
Age
Primary Disease
N
%
N
%
8th grade or less
0
0%
Cancer - All Types
8
42%
Some HS but did not graduate
2
10%
Heart & Ciculatory Disease
1
5%
HS graduate or GED
1
5%
Lung & Breathing Disease
2
11%
Some college or 2-yr degree
5
24%
Kidney Disease
1
5%
4-yr college graduate
6
29%
Liver Disease
0
0%
More than 4-yr
6
29%
Strokes
1
5%
Don't know
1
5%
Dementia & Alzheimer's Disease
0
0%
AIDS & Other Infectious Diseases
1
5%
Frailty & Decline Due to Old Age
3
16%
Other
2
11%
Hispanic, Latino, or Spanish Descent
Race
N
%
N
%
Yes, Puerto Rican
12
71%
Black/African American
12
80%
Yes, Mexican/Mexican Amer.
0
0%
Asian
1
7%
Yes, Cuban
3
18%
Native Hawaiian
1
7%
Yes, Other
2
12%
American Indian/Alaska Native
1
7%
About the Caregiver
Age
Education
N
%
N
%
18 to 24
2
13%
8th grade or less
0
0%
25 to 34
0
0%
Some HS but did not graduate
2
14%
35 to 44
3
20%
HS graduate or GED
0
0%
45 to 54
2
13%
Some college or 2-yr degree
5
36%
55 to 64
6
40%
4-yr college graduate
3
21%
65 to 74
0
0%
More than 4-yr
4
29%
75 to 84
2
13%
Don't know
0
0%
85 or older
0
0%
Gender
Language
N
%
N
%
Male
1
6%
English
22
88%
Female
15
94%
Spanish
3
12%
Chinese
0
0%
Some other language
0
0%
Current Period
Current Period
Current Period
Current Period
Current Period
Current Period
© 2014 – US Health Care Research Corporation

35. Marketing/Sales Metrics
This section provides insights into the metrics that can be leverage in marketing the hospice's services to healthcare providers in your service area.
© 2013 –US Health Care Research Corporation

36. Marketing/Sales
Marketing/Sales - Data Support
Patient Care Communication
Hospice Emotional/Bereavement Support
80%
76%
81%
79%
78%
84%
74%
75%
76%
77%
87%
93%
92%
90%
90%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
Q9. How often did the hospice team keep you informed about your family member’s condition?
Q11. How often did the hospice team treat your family member with dignity and respect?
Q35. How often did the hospice team listen carefully to you?
84%
74%
74%
74%
75%
95%
95%
96%
95%
92%
100%
100%
100%
100%
98%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
Q31. Did the hospice team give you as much information as you wanted about what to expect while your family member wasdying?
Q37. How much emotional support did you get from the hospice team?
Q38. How much emotional support did you get from the hospice team?
© 2014 – US Health Care Research Corporation

37. Marketing/Sales
Hospice Pain Treatment and Support
79%
84%
Hospice Training
95%
90%
90%
86%
82%
89%
94%
92%
89%
87%
76%
86%
88%
86%
78%
77%
80%
78%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
Q16. Did your family member get as much help with pain as he or she needed?
Q18. Did any member of the hospice team discuss side effects of pain medicine with you or your family member?
Q19. Did the hospice team give you the training you needed about what side effects to watch for from pain medicine?
Q20. Did the hospice team give you the training you needed about if and when to give more pain medicine to your familymember?
89%
76%
86%
88%
86%
78%
77%
80%
78%
80%
82%
81%
80%
100%
93%
87%
87%
88%
100%
100%
99%
97%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
Q19. Did the hospice team give you the training you needed about what side effects to watch for from pain medicine?
Q20. Did the hospice team give you the training you needed about if and when to give more pain medicine to your familymember?
Q23. Did the hospice team give you the training you needed about how to help your family member if he or she had troublebreathing?
Q29. Did the hospice team give you the training you needed about what to do if your family member became restless oragitated?
Q30. Did the hospice team give you the training you needed about how to safely move your family member?
© 2014 – US Health Care Research Corporation

38. Marketing/Sales
Timeliness of Care
Nursing Home
80%
76%
81%
79%
81%
100%
95%
96%
94%
93%
100%
100%
98%
94%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
Q5. How often did you get the help you needed from the hospice team during evenings, weekends, or holidays?
Q6. How often did the hospice team keep you informed about when they would arrive to care for your family member?
Q7. When you or your family member asked for help from the hospice team, how often did you get help as soon as youneeded it?
94%
80%
83%
84%
82%
0%
7%
4%
7%
25%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jan '14
Jan-Feb '14
Jan-March '14
Jan-April '14
Jan-May '14
Q33. How often did the nursing home staff and hospice team work well together to care for your family member?
Q34. How often was the information you were given about your family member by the nursing home staff different from theinformation you were given by the hospice team?
© 2014 – US Health Care Research Corporation