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211 – How to Improve HCAHPS (and More) without Even Trying -Vining How to Improve HCAHPs (and More) Without Even Trying Just be Nicer Samantha Vining, MS, RN Samantha Vining, MS, RN In a nutshell HCAHPs 25 years in healthcare Education BSN MSN DNP (in progress) Adjunct nursing instructor Roles: Patient Care Associate Registered Nurse Family Nurse Practitioner Assistant Nurse Manager CNS/Educator Consultant Nursing Supervisor Nurse Manager Hospital Consumer Assessment of Healthcare Providers and Systems Patient satisfaction – why bother? 3 Academy of Medical-Surgical Nurses (AMSN) 24th Annual Convention (2015) These materials were specially prepared for instructional use by AMSN and remain the property of AMSN and/or individual presenters. No portion of these materials, in whole or part, may be used in any fashion, or reproduced by any means, without the written permission of AMSN and/or individual presenters. 211 – How to Improve HCAHPS (and More) without Even Trying -Vining PATIENT CARE EXPERIENCE • • • • • • • • • Clean and Quiet Communication about medications Discharge information Nurse overall communication Overall rating Pain management Physician overall communication Responsiveness of hospital staff REQUIRES 78-89% COMPLIANCE FOR FULL $$. VALUE BASED PURCHASING & 30 DAY READMISSION PENALTY “STATE OF THE STATE” 15 16 “Rate Hospital” 17 18 Academy of Medical-Surgical Nurses (AMSN) 24th Annual Convention (2015) These materials were specially prepared for instructional use by AMSN and remain the property of AMSN and/or individual presenters. No portion of these materials, in whole or part, may be used in any fashion, or reproduced by any means, without the written permission of AMSN and/or individual presenters. 211 – How to Improve HCAHPS (and More) without Even Trying -Vining March 2013 “Be it resolved…” 19 20 21 22 We can’t do that… What about HIPAA It takes too long What if the topic is sensitive? What if they are sleeping? But, they might ask questions 23 24 Academy of Medical-Surgical Nurses (AMSN) 24th Annual Convention (2015) These materials were specially prepared for instructional use by AMSN and remain the property of AMSN and/or individual presenters. No portion of these materials, in whole or part, may be used in any fashion, or reproduced by any means, without the written permission of AMSN and/or individual presenters. 211 – How to Improve HCAHPS (and More) without Even Trying -Vining Benefits to the staff Get report on the right patient Room not left in a disaster Reconcile IV, drains, and dressings Patients are medicated 25 26 Failure is a detour… …not a dead-end street November 2013 27 28 29 30 Academy of Medical-Surgical Nurses (AMSN) 24th Annual Convention (2015) These materials were specially prepared for instructional use by AMSN and remain the property of AMSN and/or individual presenters. No portion of these materials, in whole or part, may be used in any fashion, or reproduced by any means, without the written permission of AMSN and/or individual presenters. 211 – How to Improve HCAHPS (and More) without Even Trying -Vining 31 32 33 34 Overall Change 20112013 2014 % change NURSING COMMUNICATION 70 79 13% PAIN MANAGEMENT 62.8 73.8 18% RESPONSIVENESS 54.8 69 26% OVERALL RATING 60.9 74.4 22% 35 36 Academy of Medical-Surgical Nurses (AMSN) 24th Annual Convention (2015) These materials were specially prepared for instructional use by AMSN and remain the property of AMSN and/or individual presenters. No portion of these materials, in whole or part, may be used in any fashion, or reproduced by any means, without the written permission of AMSN and/or individual presenters. 211 – How to Improve HCAHPS (and More) without Even Trying -Vining 1st Q 2014 we had the WORST fall rate at the hospital (8.79 falls/1000) & was in the 25th percentile in 2013 37 38 Fall protocol Why do patients fall? 39 Integrating Fall Protocol into Bedside Handoff Results - FALLS 98 days FALL FREE TIME OUT Academy of Medical-Surgical Nurses (AMSN) 24th Annual Convention (2015) These materials were specially prepared for instructional use by AMSN and remain the property of AMSN and/or individual presenters. No portion of these materials, in whole or part, may be used in any fashion, or reproduced by any means, without the written permission of AMSN and/or individual presenters. 211 – How to Improve HCAHPS (and More) without Even Trying -Vining Results – Pressure Ulcers Lessons Learned Roll Out Standardization Buy In Heavy Lift 44 From (Not So) Good… …to (Pretty Darn) Great 46 47 Academy of Medical-Surgical Nurses (AMSN) 24th Annual Convention (2015) These materials were specially prepared for instructional use by AMSN and remain the property of AMSN and/or individual presenters. No portion of these materials, in whole or part, may be used in any fashion, or reproduced by any means, without the written permission of AMSN and/or individual presenters.
