Value Based Purchasing The Volunteers’ role in the Patient Experience. Mary Theobald Director, Patient & Guest Relations Volunteer Services. HCAHPS Overview. National Attention Our Call To Action. Measuring the Perception of Patients How do we do that?. HCAHPS
Director, Patient & Guest Relations
Consumer Assessment of Healthcare Providers and Systems
Send data (patient files) to Vendor
Surveys returned to Vendor
Surveys done by mail or phone
Surveys scanned and data entered into database
Patient completes survey
The HCAHPS survey consists of 27 questions:
Voluntary use beginning with July 1, 2012 discharges.
Mandatory use beginning with January 1, 2013 discharges.
Not publicly reported
Evaluated as part of the patient-mix adjustment