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Consistency. Connections. Context of the what and why around HCAHPS.

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Achieving high HCAHPS scores are directly correlated with receiving financial reimbursement. Building a hospital environment that focuses on patient centered care where patients feel they have a voice is found to be linked with higher scores on HCAHPS surveys. It is up to hospital’s management team to lead by example and create an atmosphere that fosters positive patient centered care. (Grellner, 2012). The entire hospital staff needs to be committed to achieving a positive patient environment and leaders and managers can help to foster this culture.

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HCAHPS and the importance of leader rounding

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HCAHPS and the importance of leader rounding

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Uploaded by Michael Martin on 2015-09-04.

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They are directly linked to hospital reimbursement!

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HCAHPS Scores and the Patient Experience

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30% of reimbursement scores are now based on HCAHPS scores. Christy Dempsey, Chief Nursing Officer and SVP with Press Ganey Associates, reminds hospital leaders that these scores should reflect true patient satisfaction. Delivering the best care possible will reduce readmissions and increase patient loyalty to the healthcare organization that cared for them.

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Room for improvement!

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The national average for the HCAHPS survey categories. HCAHPS is a national, standardized survey of hospital patients about their experiences during a recent inpatient hospital stay.

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Patient survey (HCAHPS) - National | Data.Medicare.Gov

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The national average for the HCAHPS survey categories. HCAHPS is a national, standardized survey of hospital patients about their experiences during a recent inpatient hospital stay.

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HCAHPS scoring is the new norm for hospitals to receive reimbursement for medical services provided. The survey is designed to create incentives to hospitals to improve care and maintain a patent centered culture. The nurse leaders and management team are key in setting standards that improve patient experience and positively impact the hospitals scores. Leaders can foster this environment by providing education opportunities and preparing staff members about what is expected from them. When staff members are given the right tools to be successful patient care can be improved (Duplechan, 2016). Nurse leader rounding was shown to directly raise scores and give patients a way to voice concerns. From rounding, areas that need improvement can be identified and goals or interventions can be initiated by nursing leaders. When taking these steps nurse leaders can positively raise HCAHPS scores and produce a hospital environment that meets the needs of patients and achieves appropriate financial reimbursement.

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The winning entry for the White County Medical Center HCAHPS Reality Stars Contest.

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Duplechan, L. (2016). Improving HCAHPS scores by offering hospitable service. Health Facilities Management, 29(4), 44.

Grellner, L. (2012). Put Your Money Where Your Scores Are HCAHPS and VBP. Oklahoma Nurse, 57(3), 4.

Hodnik, R. (2012). Positive feedback: how ES departments can improve their HCAHPS scores. Health Facilities Management, 25(10), 53-55.

Kennedy, B., Craig, J. R., Wetsel, M., Reimels, E., & Wright, J. (2013). Three Nursing Interventions' Impact on HCAHPS Scores. Journal Of Nursing Care Quality, 28(4), 327-334. doi:10.1097/NCQ.0b013e31828b494c

McCaughey, D., Stalley, S., & Williams, E. (2013). Examining the Effect of EVS Spending on HCAHPS Scores: A Value Optimization Matrix for Expense Management. Journal Of Healthcare Management, 58(5), 320-334

Patient survey (HCAHPS) - National. (n.d.).  from https://data.medicare.gov/Hospital-Compare/Patient-survey-HCAHPS-National/r4pv-acje