Transcript Patient Satisfaction 2011

PATIENT SATISFACTION 2011
HHCAHPS SURVEY RESULTS
TODAY’S AGENDA
Welcome!
 Review of HHCAHPS
 Assess Performance
 Identify Opportunities
 Q&A
 Quiz

HANDOUT – LETS REVIEW
HHCAHPS Process
 Survey Questions – Categories:

 Global
Items
 Communications
 Care of Patients
 Specific Care Items
GLOBAL PERFORMANCE
QUESTIONS

Would you recommend this agency to family and
friends?
 10% said “Probably No” or “Definitely No”

What number between 0-10 would you use to rate care
from this agency’s providers?
 32% said rating was 0-8 (11% were 6 or below)
COMMUNICATION PERFORMANCE ITEMS
Did someone tell you what care and services you would get?
 74% said “Yes”, note 23% said “Do not remember”
 How often did providers keep you informed about when they
would arrive?
 62% said “Always”
 Did providers explain things in a way that was easy to
understand?
 69% said “Always”
 Did home health providers listen carefully to you?
 70% said “Always”
 When you contacted the office did you get the help or advice
you needed?
 68% said “Yes”, 15% said “No”
 How long did it take to get the help or advice you needed?
 39% said “Same day”, 36% said “1-5 days”

SPECIFIC CARE ITEMS
Did someone talk with you about how to set up your home so you can
move around safely?
 29% said “No”
 Did someone talk with you about all the medicines you were taking?
 21% said “No”
 Did someone ask to see all the medicines you were taking?
 18% said “No”
 Did you and a home health provider talk about pain?
 90% said “Yes”
 Did providers talk with you about the purpose for taking your new or
changed medicines?
 41% said “No”
 Did providers talk with you about when to take these medicines?
 33% said “No”
 Did providers talk with you about the side effects of these medicines?
 43% said “No”

CARE OF PATIENTS ITEMS
Did providers seem informed and up-to-date
about all the care or treatment?
 37% said “Usually, Sometimes or Never”
 Did providers treat you as gently as possible?
 79% said “Always”
 Did providers treat you with courtesy and respect?
 85% said “Always”
 Did you have any problems with the care you got
through this agency?
 12% said “Yes”

WHAT PATIENTS SAY ARE GAPS IN
PERFORMANCE:
 Communication
 Addressing
Safety Items/Specific
Care Items
 Demonstration of Care and Concern
Concurrent survey data shows the
same results as HHCAHPS
CONCURRENT SURVEY DATA:
EVERY DAY EXAMPLES

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GOOD – Staff who make patient feel that they genuinely
care about them and communicate with them.
BAD – Staff who make patient feel that they are in a hurry
and the patient is just a number.
GOOD – Staff who inform patient of the day and
approximate time that they will be there and call if going to
be late. Patients get very nervous when they have to wait
and wonder what is going on.
BAD - Staff who either just show up or call when they are
on their way. This makes patients feel that they do not
have a life and that they are just waiting for us to show up
and that their day and schedule do not matter.
MORE EXAMPLES:





GOOD - Staff in the office who call patients when changes of
any kind are made to their schedule.
BAD - Staff in the office who do not call patients regarding
changes, including changes in who may be coming to their
home. Many times they have built a relationship with the
clinician and then, for whatever reason, a new person shows up
and the office has not even called the patient to advise.
GOOD - Staff who return calls to patients in a timely manner.
BAD - Staff who do not return calls in a timely manner. Then
patients have to make multiple calls to the office to try and get
an answer.
BAD - Staff who tell patients one thing and field staff
something else. The field staff almost always tell them the true
story and patients say “I don’t appreciate being lied to.”
EXPECTATIONS
& TOOLS TO DO THE JOB

Communication Protocols
How/when staff are to call in advance of appts or when late
 ALL STAFF MUST notify patients in advance of the visit.
If you are running late, you must notify your patient of the
change.

How/when staff are to communicate changes in scheduling
 STAFF MUST notify patients of staff changes in advance.

How/when staff are to respond to phone calls
 STAFF who give patients their personal number must call
them back or ensure coordination with office when off
work.

How/when to resolve issues at the first sign of a problem
 ALL STAFF MUST follow the 7 Circles of Care

SAFETY ISSUES
 How/when
staff are to manage
medications:
SOC, ROC, Recert, Changes  Full
Reconciliation is done, plus any other time it is
clinically prudent
 Every Visit  Screen for changes, compliance,
patient understanding, and provide med
education

 How/when
to verbalize to
patient about “home safety”

Discuss with patient at every visit
CARE AND CONCERN

Reinforce: What you need to cover with patients on a
continual basis/every visit
Home Safety
 D/C Planning
 Medications
 Satisfaction with Care


Show Respect:
Do not burden patients with personal or company business
 No text messaging during visits


Report: Consistently use complaint and incident
reporting systems to report/address patient and quality
of care concerns
Found on Nightingale Intranet
 Report anonymously through Mail box outside

PERFORMANCE IMPROVEMENT
TARGETS

Increase Overall Satisfaction Measures through the end of the
Second Quarter Data to Goal of 95%:
Minimum 95% responders rate care 9-10/10
 Minimum 95% responders would recommend agency

Example: Would you recommend this agency to family and friends?
 95% should say “Probably Yes” or “Definitely Yes”

Increase Individual Care Parameters to minimum 85% falling in
most favorable rating category through the end of the Second
Quarter Data:
Example: When you contacted the office did you get the help or advice
you needed?
 85% should say “Yes”
ABOUT RESPONSIBILITY
"All I want to do is live a peaceful life, to regain my
life and be happy. I pray to God each day to
protect us, help us endure, and guide those other
senior citizens who are also suffering".
Mickey Rooney, 2011
CONTACT INFORMATION
Jerre Coleman, RN Clinical Auditor
[email protected]
317.334.7777, 1242
Brenda Tea, HHCAHPS Administrator
[email protected]
317.334.7777, 1232