Patient Satisfaction

We are listening

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

CAHPS Hospital Survey

Consumer Assessment of Healthcare
Providers & Systems:

Also known as
Hospital CAHPS
or
HCAHPS

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

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

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

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)

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

HCAHPS Content: Individual

Items
What patients/consumers want to
know:
1. Cleanliness of hospital environment

2. Quietness of hospital environment

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)

The New Healthcare Consumer

Todays patient is more discerning and
demanding.
Has more access to information and a wider
array of choice.
In may ways, todays patient shouldnt 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.

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 doesnt 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.

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

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.

Patients Expectations
Experience + Needs + Communication =
Expectation
If Perception exceeds expectations:
Satisfaction
If Expectations are less than perception:
Dissatisfaction

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 patients 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

 End of presentation