Perry County Memorial Hospital Christopher M. Wibbenmeyer, MBA, FACHE VP of Operations
Value Based Purchasing Review of CMS Hospital Value Based Purchasing guide https://www.cms.gov/Outreach-and- Education/Medicare-Learning-Network- MLN/MLNProducts/Downloads/Hospital_VBPurch asing_Fact_Sheet_ICN907664.pdf FLEX Regional Meeting March 15, 2017
Importance of HCAHPS score and survey methodology HCAHPS are the “Voice of the Patient Experience” Requirements Unbiased, i.e. administered by a third party Accurate, patient commentary is key Timely, distributed within one week of discharge date FLEX Regional Meeting March 15, 2017
HCAHPS at PCMH Administered by Press Ganey Improved distribution frequency and recency to discharge date Increased number of patient comments on survey Comments are catorgized by section of survey (Room, Nurses, Discharge, Physician) Allows for very specific and focused areas of improvement Email alerts for “trigger” words in survey, i.e. excellent, cold, loud, painful, etc. FLEX Regional Meeting March 15, 2017
Importance of HCAHPS at PCMH Unbiased feedback from what our patient perceived and experienced while they trusted us to care for their well being HCAHPS tells us about Patient perception of our staff Nursing, physicians, housekeeping, maintenance, radiology, lab, respiratory, therapy…… Responsiveness, quietness, our communication effectiveness, the room, admission process, meals, privacy, discharge FLEX Regional Meeting March 15, 2017
Importance of HCAHPS at PCMH Ultimately…. The likelihood of recommending this hospital to others & Overall rating of the care given at this hospital FLEX Regional Meeting March 15, 2017
Importance of HCAHPS at PCMH These results drive all factors contributing to the future performance and success of the organization Public commentary about our facility Communication with friends and family about the care Results are publicly reported Additional reimbursement, or lost revenue
Learning Points Patients crave one on one follow up phone calls Review medications, f/u appointments, clarify any discharge instructions, etc Timely f/u calls can positively impact scoring FLEX Regional Meeting March 15, 2017
What we are working on Now that we have more timely, relevant and comprehensive data…. Focus groups with key leaders, nurse supervisors and nurse managers Eventual dissemination of the information to front line staff Medical staff leadership (hospitalist) involvement FLEX Regional Meeting March 15, 2017
Goals Ownership by hospitalist and nurse leaders Staff created concepts and solution methodologies for HCAHPS domain improvements Buy in of methodologies by front line staff Ongoing monitoring with near real-time reporting of data back to these groups FLEX Regional Meeting March 15, 2017
Desired Results Ultimately leading to improved patient care & patient satisfaction Improved staff level job satisfaction Improved HCAHPS scores Retention of variable Medicare payments FLEX Regional Meeting March 15, 2017