 The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPs) is a tool used to measure patients perceptions of quality of care  Value-based purchasing controls a portion of hospitals reimbursement based on patients perceptions of quality of care received while in the hospital  Results are public HCAHPS

 A designated person speaks with patients and their family about how their stay has been  What would they change? What did they like?  Employees will also be shown the questions on the preliminary HCAHPS survey  The survey will be brief HCAHPS Preliminary Survey

 Facilitators to assist this plan would include personnel in the performance improvement department familiar with the American Hospital Association vision  The performance improvement department will work along side the hospital’s CEO,CMO, CNO, and CFO  The administrators of the hospital will need to reach out to directors, who will then speak with managers regarding how this plan can be implemented on their specific unit Facilitators

 Unfreeze- The current model needs to change. HCAHPS scores are low and a new model needs to take place  Change – Present hcahps preliminary survey plan to administrators. Discuss the process of putting the change into action. Encourage staff members to take the survey so that they are aware of what areas they need to improve upon  Refreeze- Once the plan is in action, ensure it is used everyday. Compare scores from preliminary survey with actual hcahps survey scores. We will then focus on areas of improvement. Reward staff members for a job well done Lewin’s Change Model

 Cost $  Length of patients hospital stay  What if patients concerns cannot be met?  What happens when we cannot contact confused patients family members? Barriers

Risks:  There may be no change despite the attempt to implement the survey  If there is no improvement, time and money will go to waste  There might be variations in scores among departments and employees Benefits:  Scores will improve  Hospitals will see an increase in their reimbursements  There will be an increase in the patient population due to the positive reputation of the hospital Risks and Benefits

 Increase in HCAHPS scores  Increase in patient population  Collaboration among doctors and nurses to achieve the same goal (quality care)  Money spent on a positive initiative  A hospital that is proud to offer quality care to their patients and family members Outcomes

 Aha vision & mission. (2013). Retrieved from  Saver, C. (2011). Hcahps: How the or's scores affect your whole organization. OR Manager, 27(4), Resources