1. Perry County Memorial Hospital
Christopher M. Wibbenmeyer, MBA, FACHE
VP of Operations 

2. Value Based Purchasing
Review of CMS Hospital Value Based Purchasing guide
Education/Medicare-Learning-Network- MLN/MLNProducts/Downloads/Hospital_VBPurch asing_Fact_Sheet_ICN pdf
FLEX Regional Meeting March 15, 2017

3. 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

4. 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
alerts for “trigger” words in survey, i.e. excellent, cold, loud, painful, etc.
FLEX Regional Meeting March 15, 2017

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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