Download as PDF, PPTX
Uploaded byBSA LifeStructures
The Relationship Between HCAHPS and Facilities: How to Improve Scores In New and Existing Healthcare Facilities
The document discusses the relationship between HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores and the built environment in healthcare facilities, highlighting strategies to improve patient satisfaction through facility design. Key areas of focus include cleanliness, noise reduction, staff courtesy, and the impact of hospital acquired conditions on patient satisfaction. It emphasizes the importance of design features that enhance caregiver support, accessibility, and maintenance to achieve better HCAHPS outcomes.
More Related Content
Similar to The Relationship Between HCAHPS and Facilities: How to Improve Scores In New and Existing Healthcare Facilities
The Relationship Between HCAHPS and Facilities: How to Improve Scores In New and Existing Healthcare Facilities
- 1. THE RELATIONSHIP BETWEENHCAHPS AND FACILITIES: HOW TO IMPROVE SCORES IN NEW AND EXISTING HEALTHCARE FACILITIES NOVEMBER 7, 2013 The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 1
- 2. Learning Objectives • UnderstandPatient Satisfaction (HCAHPS) questions and scores and their relationship to the built environment. • Learn how Facilities can respond to improve results in HCAHPS scores. • Identify specific ways that Facilities can impact scores on: – Cleanliness – Noise – Courtesy, Listening and Respect • Understand the relationship between hospital acquired conditions (infections and patient falls), patient satisfaction and the built environment. • Identify specific facility strategies to improve outcome measures through use of a value and cost relationship improvement tool. The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 2
- 3. Presenters Terry Thurston, RN,BSN, MBA Director of Healthcare Operations Planning, BSA LifeStructures Joe Mynhier, AIA, ACHA, NCARB Principal, BSA LifeStructures The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 3
- 4. What are HCAHPS? HCAHPS HospitalConsumer Assessment of Health Care Providers and Systems Hospital’s reimbursement is partly based on scores they receive on the HCAHPS CMS LINK: http://www.medicare.gov/hospitalcompare/compare.html#cmprTab=1&cmprID=150024%2C150056%2C150074&loc=INDIANAPOLIS%2C%20IN&lat=3 9.7685155&lng=-86.1580736 The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 4
- 5. Comparative Analysis byState The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 5
- 6. Comparative Analysis byState The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 6
- 7. Interpreting the HCAHPSScores The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 7
- 8. Interpreting the HCAHPSScores The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 8
- 9. The Patient ExperienceParadigm The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 9
- 10. Operational & FacilityPlanning Driven Design The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 10
- 11. Value Based Purchasing– Aligned Goals (-) SAFE Hospital Acquired Condition Measures 25% (+/-) Outcome Measure (2014) EFFECTIVE PATIENT CENTERED EFFICIENT TIMELY 30% (+/-) EQUITABLE Patient Experience Measures (HCAHPS) AFFORDABLE (+/-) 45% Core Measures The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 11
- 12. Relationship Between HCAHPS &The Built Environment HOSPITAL ENVIRONMENT HOSPITAL ENVIRONMENT QUESTIONS QUESTIONS Accelerators CARE COMPOSITE QUESTIONS (QUESTIONS 8 & 9) (QUESTIONS 1-3, 5-7) During this hospital stay, how often were your room and bathroom kept clean? Courtesy During this hospital stay, how often was the area around your room quiet at night? Listen Respect Explain The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 12
- 13. Built Environment ResponseTo Care Composites Questions 1-3, 5-7 Respect, Courtesy, Listen, and Explain (The Engaged Employee) Built Environment Impact 1 Adequate caregiver space at the bedside 2 Off-stage collaboration areas to facilitate manager rounding & team communication 3 Caregiver Support Spaces The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 13
- 14. Built Environment ResponseTo Care Composites Adequate Caregiver Space At Bedside • • • • BSA LifeStructures • BSA LifeStructures Computer orientation Staff Seating Supplies at bedside (80/80/80 Guideline) Clear of Family Zone and path of travel to bathroom Collaborative areas at patient bedside The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 14
- 15. Built Environment ResponseTo Care Composites Caregiver Support Spaces • • • • • Staff Lounges Entrance Respite Areas Natural Light Ergonomics Photo © John Durant | www.johndurant.com The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 15
- 16. Hospital Acquired Conditions:Patient Falls Condition Built Environment Impact 1 Travel path to and from the patient bathroom are the most frequent contributors to falls 2 Unobstructed Pathways 3 Patient falls in room & bathroom contribute to increased patient morbidity, mortality, LOS, & cost of care Lighting and Finishes The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 16
- 17. Preventing Patient Falls EnvironmentalRecommendations • • • • • • • Unobstructed path from bed to bathroom in few steps Leafed double bathroom door Handrails to bathroom and vertically outside bathroom door Non-slip flooring Lighted pathway from bed to bathroom Visibility from corridor to bed or foot of bed Toilet in center of bathroom (2 caregiver assist) Clemson University Patient Room of the Future The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 17
- 18. Hospital Acquired Conditions: InfectionPrevention Condition Hospital Acquired Infections Built Environment Impact 1 Location of sink and hand sanitizers 2 Personal protective equipment (PPE) location 3 Cleanability and surfaces The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 18
- 19. Hospital Acquired Conditions: InfectionPrevention Environmental Recommendations • Sink located at entry to patient room – Features: height, depth, faucets, splash, visibility to patients Dublin Methodist Hospital © John Durant | www.johndurant.com © The Chester County Hospital http://www.cchosp.com/images/Tower/P_PatientRoom_lrg.jpg • • • Cubicle curtains: cleanable, hand guards Enclosed toilet in ICU Personal Protective Equipment Location The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 19
- 20. Private Rooms –Still Not There PERCENTAGE OF MEDICARE PATIENT STAYS IN SINGLE OCCUPANCY ROOMS 2002-2010 31.1% 30.2% 30.0% 29.7% 29.0% 28.5% 28.2% 27.5% 2002 27.7% 2003 2004 2005 2006 2007 2008 2009 2010 SOURCE: “HEALTH CARE CONSTRUCTION OUTLOOK FOR 2012 AND BEYOND” © 2012 THE ADVISORY BOARD COMPANY The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 20
- 21. The Hospital Environment:Patient Room Cleanability And Finishes Question #8 Built Environment Impact 1 A clean room contributes to higher patient satisfaction 2 Due to surfaces and products selected, a clean room may not look clean 3 During this hospital stay, how often was your room and bathroom kept clean? Contaminated environment contributes to hospital acquired infections The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 21
- 22. Keeping The PatientRoom Clean: Cleanability Design Considerations For Furniture, Casework, & Built-ins • • • • • Floor plan layouts Furniture locations Built-in casework locations Areas to collect dust Difficult areas to clean The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 22
- 23. Keeping The PatientRoom Clean: Furniture Location & Design BSA LifeStructures BSA LifeStructures • Fixed vs. Moveable • Snug Fit vs. Awkward Voids • Appropriate Cleaning Products BSA LifeStructures The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 23
- 24. Keeping The PatientRoom Clean: Floor Plan Design Environmental Recommendations • Floor plan configuration – Avoid acute angles and corners • Furniture location and placement – Avoid tight and compact areas which will be difficult to clean – Anticipate where furniture can be moved • Areas that collect dust and dirt – provide soffits above upper cabinets – provide soffits for task down lighting – provide sloped tops as an alternative to soffits The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 24
- 25. Keeping The PatientRoom Clean: Finishes And Products The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 25
- 26. Keeping The PatientRoom Clean: Finishes Environmental Recommendations Flooring, Walls, & Ceiling • • • The Mohawk Group Armstrong easy to clean products products that look clean simple cleaning instructions MDO Wall The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 26
- 27. The Hospital Environment:Patient Room Internal & External Noise Question #9 Built Environment Impact 1 Noise contributes to lower patient satisfaction 2 Noise contributes to slower recovery of the patient 3 During this hospital stay, how often was the area around your room quiet at night? Noise contributes to longer lengths of stay The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 27
- 28. Sound Levels InDecibels • JACKHAMMER 130 • COMMERCIAL JET 120 • LEAF BLOWER 110 • BABY CRYING 110 • FLUSHING TOILET 80 • NORMAL CONVERSATION 60 • ARCHITECT-LATE PAYMENTS 200 The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 28
- 29. Preventing External Noise NoiseFrom Corridor To Patient Room Noise From Other Sources To Patient Room • From staff/physicians near patient room door • From caregivers/visitors in corridor • From equipment in corridor alcoves & storage • From decentralized nurse work stations • From mechanical and HVAC systems The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 29
- 30. Preventing External Noise DecentralizedNurse Work Stations BSA LifeStructures • • • Collaboration adds noise to corridor Work station adds noise at patient room entry Corridors remain same width despite function change The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 30
- 31. Preventing External Noise EnvironmentalRecommendations • Implement sound attenuation techniques – Sound masking at door – Sound insulation along corridor wall • Implement caregivers/visitors “reduce voice volume” program – Quiet zones – Provide sound recording devices in key locations (green, yellow, red light) • Implement mitigation of external noise – Remove moveable items, carts & equipment – Sound insulation added at external sources – Study door locations to avoid door alignment The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 31
- 32. Preventing Internal Noise NoiseWithin The Patient Room Noise From Patient Room To Patient Room • From toilet in adjacent patient room • From television in adjacent patient room • From adjacent mechanical rooms • From caregivers/visitors in adjacent patient room • From equipment in patient room • From caregivers/visitors in patient room The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 32
- 33. Preventing Internal Noise TheRelationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 33
- 34. Information Overload? • This year,5 million times the information included in all the books ever written, will be created • A majority of people say that less than half of the information they receive is valuable • A majority of people wish they could spend more time working with the information they have versus trying to manage it So how do you use the information we have given you?....... The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 34
- 35. HCAHPS Improvement Grid TheRelationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 35
- 36. HCAHPS Improvement Grid TheRelationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 36
- 37. HCAHPS Improvement Grid TheRelationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 37
- 38. HCAHPS Improvement Grid TheRelationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 38
- 39. THE RELATIONSHIP BETWEENHCAHPS AND FACILITIES: HOW TO IMPROVE SCORES IN NEW AND EXISTING HEALTHCARE FACILITIES NOVEMBER 7, 2013 The Relationship Between HCAHPS and Facilities: How To Improve Scores In New And Existing Healthcare Facilities 39