Patient Satisfaction and Quality Outcome Measure: Hospital Consumer ASsessment of Healthcare Providers and Systems (HCAHPS)

What are the three main objectives of HCAHPS

1. standardization permits meaningful comparisons across hospitals for public reporting 2. increased hospital accountability and incentives for quality improvement 3. enhance public accountability

What is the best thing a hospital can do to achieve higher HCAHPS scores?

nurses practice in better work environments or with more favorable patient-to-nurse ratios nursing care impacts overall rating

Who completes the HCAHPS Survey?

• First national, standardized, publicly reported survey of patients' perspectives of hospital care. • Criteria: • Adult (18 +years) • Medical, surgical, or maternity care • Overnight stay or longer • Alive at discharge -patients of all payer types

Hospitals whose HCAHPS Scores do not meet the expected standards in the first year will be subject to a reimbursement reduction of up to what percentage? (Kutney-Lee)

1% the first year

What percentage reduction can hospitals expect if they chose not to participate in the HCAHPS survey process from the Centers for Medicare and Medicaid Services (CMS)?

2% (kutney-Lee)

How many questions are currently on the HCAHPS Survey?

32

What does HCAHPS stand for?

Hospital Consumer Assessment of Healthcare Providers and systems

What can a nurse do to improve patient satisfaction?

Improve interactions and communication with patients. (Improving amount of time and interaction)

What is the most important health care service factor affecting patient satisfaction?

Patient-Practitioner Relationship