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Hospital Consumer Assessment of Healthcare Providers and Systems HCAHPS Scores

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Hospital Consumer Assessment of Healthcare Providers and Systems HCAHPS Scores

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    1. Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Scores The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. While many hospitals collected information on patients' satisfaction with care, there was no national standard for collecting or publicly reporting this information that would enable valid comparisons to be made across all hospitals. In order to make "apples to apples" comparisons to support consumer choice, it is necessary to introduce a standard measurement approach. HCAHPS is meant to complement the data hospitals currently collect to support improvements in internal customer services and quality related activities. The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. While many hospitals collected information on patients' satisfaction with care, there was no national standard for collecting or publicly reporting this information that would enable valid comparisons to be made across all hospitals. In order to make "apples to apples" comparisons to support consumer choice, it is necessary to introduce a standard measurement approach. HCAHPS is meant to complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.

    2. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites During this hospital stay, how often did nurses treat you with courtesy and respect? During this hospital stay, how often did nurses listen carefully to you? During this hospital stay, how often did nurses explain things in a way you could understand? These are three quarters of “composite” scores for the Northern Indiana hospitals that will be reported to the public in March, 2008. In case you were not familiar with the actual questions, we have listed them here for your information. In this example of Nurse Communication, the answers from all three questions are combined together into one score. The graph represents the percent of time that patients answered “ALWAYS”. These are three quarters of “composite” scores for the Northern Indiana hospitals that will be reported to the public in March, 2008. In case you were not familiar with the actual questions, we have listed them here for your information. In this example of Nurse Communication, the answers from all three questions are combined together into one score. The graph represents the percent of time that patients answered “ALWAYS”.

    3. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites During this hospital stay, how often did doctors treat you with courtesy and respect? During this hospital stay, how often did doctors listen carefully to you? During this hospital stay, how often did doctors explain things in a way you could understand?

    4. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted? How often did you get the help in getting to the bathroom or in using a bedpan as soon as you wanted?

    5. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites During this hospital stay, how often was your pain well controlled? During this hospital stay, how often did the hospital staff do everything they could to help you with your pain? In pain management, Hammond is showing the lowest score.In pain management, Hammond is showing the lowest score.

    6. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites Before giving you any new medication, how often did staff tell you what the medicine was for? Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand? Regarding communication regarding medications, St. Anthony Memorial and SMM Dyer are below the comparative thresholds.Regarding communication regarding medications, St. Anthony Memorial and SMM Dyer are below the comparative thresholds.

    7. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites During this hospital stay, how often were your room and bathroom kept clean? Under bathroom cleanliness, St. Anthony Memorial is lower than the others during this time period. Under bathroom cleanliness, St. Anthony Memorial is lower than the others during this time period.

    8. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites During this hospital stay, how often was the area around your room quiet at night? We do see some dissatisfaction expressed regarding the quietness of the hospital in this slide.We do see some dissatisfaction expressed regarding the quietness of the hospital in this slide.

    9. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites During this hospital stay, did doctors, nurses or other hospital staff talk with you about whether you would have the help you needed when you left the hospital? During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital? Crown Point is exceeding the comparative thresholds in providing discharge information. The other three hospitals are below.Crown Point is exceeding the comparative thresholds in providing discharge information. The other three hospitals are below.

    10. 4th Qtr. 2006 through 2nd Qtr. 2007 Northern Indiana Region HCAHPS Composites Here we have two “overall” scores. The 1st graph represents the percentage of patients who scored us at a 9 or 10 out of a possible 10. The 2nd graph represents the percentage of patients who would definitely recommend our hospitals.Here we have two “overall” scores. The 1st graph represents the percentage of patients who scored us at a 9 or 10 out of a possible 10. The 2nd graph represents the percentage of patients who would definitely recommend our hospitals.

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