Download AHRQ Slide Template 2004 - Healthcare Trustees of New York State

Agency for Healthcare Research and Quality
Advancing Excellence in Health Care • www.ahrq.gov
HCAHPS:
Update for Trustees
Mary Therriault RN MS
Senior Director, Quality and Research Initiatives
Healthcare Association of New York State
July, 2012
Agency for Healthcare Research and Quality
Advancing Excellence in Health Care • www.ahrq.gov
HRET Curriculum:
A New Way of Thinking about HCAHPS
Hospital
Consumer
Assessment of
Healthcare
Providers and
Systems
Advancing
Excellence in
Health Care
What HCAHPS Means
How
Can you
Always
Help
Patients/ Providers
Succeed?
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Advancing
Excellence in
Health Care
AHRQ/HRET Patient Safety
Learning Network (PSLN) Project
 HANYS, HRET and AHRQ are partners in bringing
you this free program of technical assistance for 6
months.
 AHRQ has retained HRET to partner with health
care leaders in creating Patient Safety Learning
Networks to support hospitals that wish to use
AHRQ’s patient safety improvement tools.
 HRET will support learning network members in
using HCAHPS, as well other AHRQ patient safety
tools in 25 States during 2012.
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Advancing
Excellence in
Health Care
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Acknowledgements
This program is supported by the U.S. Agency for Healthcare
Research and Quality (AHRQ) through a contract with the
Health Research and Educational Trust (HRET).
HRET is a charitable and educational organization affiliated
with the American Hospital Association, whose mission is to
transform health care through research and education.
AHRQ is a federal agency whose mission is to improve the
quality, safety, efficiency, and effectiveness of health care for
all Americans.
Faculty: Carrie Brady, MA, JD
– Primary HCAHPS trainer
– Former Connecticut Hospital Association staffer
– Previous V.P. at Planetree
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Advancing
Excellence in
Health Care
HCAHPS and HEN Priority Challenges:
Care Transitions and Adverse Drug Events
Top four HCAHPS Priorities of over 430
hospitals participating in 18 HCAHPS PSLNs:
1. RN Communication
2. Responsiveness
3. Medication Communication*
4. Discharge Information*
* HCAHPS domains addressed by a patientcentered discharge process
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Advancing
Excellence in
Health Care
Our Goal
To support hospital teams in
effectively using HCAHPS as a
tool for improving quality, safety,
and the patient experience.
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Advancing
Excellence in
Health Care
Our Strategies
 Provide expertise, research, and practical
tools
 Harness participants’ institutional wisdom
 Build internal teams and external
communities for ongoing improvement work
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Advancing
Excellence in
Health Care
Pop Quiz!
In the United States,
how many HCAHPS surveys:
Will be
administered
today?
Will be completed
today?
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Advancing
Excellence in
Health Care
HCAHPS Today
More than 25,000 surveys administered
More than 7,500 surveys completed
More than 7% of all hospitalized patients
complete the survey
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Source: HCAHPS Executive Insight, October 2011. hcahpsonline.org. Centers for Medicare &
Medicaid Services, Baltimore, MD. http://www.hcahpsonline.org/Executive_Insight/.
Advancing
Excellence in
Health Care
HCAHPS In a Nutshell
 HCAHPS is a national
standardized survey of
hospital inpatients
 27 questions
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18 substantive questions
4 screening questions
5 demographic questions
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HCAHPS Topics
 CMS reports individual scores for:
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Cleanliness
Quiet at night
Overall rating
Willingness to recommend
 CMS reports composite scores for 6 topics:
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Nurse Communication
Doctor Communication
Medication Communication
Responsiveness
Pain Management
Discharge Information
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Excellence in
Health Care
Patients See Things Differently
Than Providers
22% of 193 patients reported a “recent unsafe episode”
More than 80% of the reported experiences were
classified by reviewers as “service quality incidents”
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33% related to waits and delays
21% related to poor communication and information for
patients
13% related to poor coordination of care among staff
Source: Weingart SN et al. “Patient-Reported Safety and Quality of Care in Outpatient
13 Patient Safety; 33:2, 2007
Oncology” Joint Commission Journal on Quality and
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Excellence in
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The Evidence is Mounting
HCAHPS Matters
Clinically
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HCAHPS Strategies
Implemented by 25 Hospitals in Learning Network
400
350
300
250
200
150
100
50
0
Implemented
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Number of responses
Agency for Healthcare Research and Quality
Advancing Excellence in Health Care • www.ahrq.gov
Why HCAHPS Matters:
Value-Based Purchasing
Implications
Advancing
Excellence in
Health Care
VBP Overview
 DRG payments initially reduced by 1% in FY2013

reduction rises by 0.25% each year, ending with 2%
reduction in FY2017
 Payments adjusted based on performance on
HCAHPS (30%) and clinical process measures (70%)
 Hospitals may earn VBP points in two ways:
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By achieving a certain level of performance or
By improving their performance
More points available for achievement than improvement
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How Are We Doing?
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New York
Top Priorities for Improvement
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Excellence in
Health Care
Essential Elements to Consider
 Leadership Strategies
 Strategies for Partnering with Patients and
Families
 Workforce Strategies
 Data Use Strategies
 Performance Improvement Strategies
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Excellence in
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Ideal Scenario
HCAHPS is viewed as a valuable tool to help
organizations achieve multiple objectives
HCAHPS is part of a coordinated, comprehensive
approach to partnering with patients and families
Everyone works together as a team to identify
opportunities for improvement, innovate and implement
strategies, and celebrate success
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Advancing
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Improving Communication
through Team Training
AHRQ TeamSTEPPS
 A comprehensive evidence-based system to
enhance teamwork and communication
among healthcare professionals
 HRET is the national training contractor
 Free curriculum and tools available at
http://teamstepps.ahrq.gov/index.htm
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