The document discusses patient satisfaction surveys, specifically the HCAHPS survey. It provides context on the objectives and methodology of HCAHPS which include standardizing surveys to allow for hospital comparisons, increasing accountability and incentives for quality improvement, and linking Medicare reimbursements to performance on quality measures including patient experience. It also summarizes what is measured in HCAHPS surveys including composites on communication with nurses and doctors, responsiveness, pain management, communication about medications, discharge information and care transition as well as individual items on cleanliness and quietness.

1. Patient Satisfaction
“We are listening–”

2. (H-CAHPS)-Consumer
Assessment of Healthcare
Providers & Systems

3. CAHPS Hospital Survey
• Consumer Assessment of Healthcare
Providers & Systems:
• Also known as
– Hospital CAHPS
or
– HCAHPS

4. The Method of HCAHPS
• Ask Inpatients via (survey)
• Collect in standardized, consistent manner
• Analyze and adjust data
• Publicly report hospital results
• Use to improve hospital quality of care

5. 4 Objectives of HCAHPS
• Standardization permits meaningful
comparisons across hospitals for public
reporting
• Increased hospital accountability and
incentives for quality improvement
• Pay-for-performance (VBP) Hospital Value
Base Purchasing for (IPPS) Inpatient
Prospective Payment System hospitals
• Enhanced public accountability

6. HCAHPS 101
• Eligible Patients:
– Adults (18+)
– Medical, surgical or maternity care
– Overnight stay or longer
– Alive at discharge
– Excludes hospice discharge, prisoner,
patients discharged to nursing homes, SNF
swing bed within hospital, skilled nursing
facilities

7. HCAHPS and Hospital VBP
• FY 2014: Hospital VBP links a portion
of CMS payment to hospitals based on
performance on a set of quality
measures
– Clinical Process of Care (13 measures)
– Patient Experience of Care (HCAHPS)
– Outcomes (Mortality)

8. HCAHPS Content: 7
Composites
1.
2.
3.
4.
5.
6.
7.
Communication with nurses
Communication with doctors
Responsiveness of hospital staff
Pain management
Communication about medicines
Discharge information
Care transition

9. HCAHPS Content: Individual
Items
• What patients/consumers want to
know:
1. Cleanliness of hospital environment
2. Quietness of hospital environment

10. Patient Satisfaction Surveys
• Ratings are similar to the Likert Scale
–
–
–
–
–
1 Completely Disagree
2 Disagree
3 Neutral
4 Agree
5 Completely Agree
• Raw Score and Percentile Ranking
– Raw Score
– Percentile Ranking
• Where P&S is placed nationally among all other
hospitals in the Press Ganey Database
– (P&S uses the All PG Database)

11. The New Healthcare Consumer
• Today’s patient is more discerning and
demanding.
• Has more access to information and a wider
array of choice.
• In may ways, today’s patient shouldn’t be
thought of as a patient, but as a consumer.
• They want to know the quality of care provided
by the doctor and hospital & how much
procedures will cost.

12. The New Healthcare Consumer
• A savvy Internet user, the new consumer also expects
health care to adopt the same functionalities as other
industries:
– that allow them to buy movie tickets
– book a hotel room
– pay a bill online
• If the patient doesn’t like what is seen, they are more likely
now than in the past to shop around with their health care
dollars.
• According to research by Press Ganey Associates
Inc., People between the ages of 35 and 49– a major part
of the new consumer cohort– have the lowest patient
satisfaction scores compared with other age groups.

13. What Do Patients/Clients Want?
• The new healthcare consumer wants:
– Empathy
– Positive outcomes
– Relief from symptoms
– Information
– Is internet active
– Is empowered
– Insists on customer service
– Insists on control

14. 5 Things that Matter Most to
Patients
1. Doctors treat patients with courtesy and respect.
2. Doctors explain the facts in a way that patients can
understand.
3. Doctors, nurses, and other hospital staff do everything
they can to help patients with their pain.
4. The hospital room and bathroom are kept clean.
5. Patients get information in writing about symptoms or
health problems to look for after they leave the
hospital.

15. Patients’ Expectations
• Experience + Needs + Communication =
Expectation
– If Perception exceeds expectations:
Satisfaction
– If Expectations are less than perception:
Dissatisfaction

16. Patient Satisfaction:
GREET Tool
GREET
–
–
–
–
10/5 Rule: At 10 feet acknowledge; at 5 feet greet/speak
Call patient by name (If known)
Make eye contact , Smile
Let the patient(s) know they are important
RECOGNIZE
–
–
Welcome them to P&S!
State your name, department, & role in the patient’s care
EXPECTATIONS/EXPLAIN
–
–
How long a procedure or test will take & why…
How long a patient should be expected to wait before getting results & why…
EDUCATE
–
–
–
Explain the role of medical staff involved in providing care
Explain if the test or procedure will cause pain or discomfort, or if any post procedure
instructions are necessary
Offer to answer any other questions, concerns, or resolve any complaints… you do have
the time
THANK YOU
–
–
Let your patient & family members know “Thank you for choosing P&S for your
healthcare needs!”
Exercise courtesy by using words “Please” and “Thank You” in conversions

17. • End of presentation