HCAHPS – who knew that six letters could have such an impact on an organization? Low HCAHPS scores can result in a loss of revenue, an unfavorable reputation in the community, public reporting of unsatisfactory scores, and potential downsizing of programs and/or employees. Are your patient satisfaction scores lower than you expected? It’s time to take a look at the consistency of your nurse leader rounding.
Has the following situation ever happened at your hospital? A patient, named Bob, comes in for heart surgery over 20 years ago. Since then, he comes in as needed for “tune ups”. Over the years, Bob has become very familiar with his care team. It’s now that time for Bob to come in for his latest procedure. When Bob arrives, his care team discovers that due to an error in ordering that they didn’t have the right supplies in the room for him. The care team could not provide Bob with the care he needed, in that place, at that time.
Improving Patient Experience remains top of mind for most healthcare executives, but strategies and best practices are still being discovered and vary between organizations. Two evidence based strategies often used to increase low patient experience scores are Hourly Rounding and Bedside Shift Reports.
Tis the season for cooler temps, pumpkin spice, time spent with friends and family….and the flu. It’s the dreaded three letter word that we all want to avoid this season. According to the CDC, over 80,000 Americans died of influenza and its complications during the 2017-18 season.1 This surpassed a previous recorded all-time high dating back more than three decades at 56,000 deaths.2
Nearly 21,000 U.S. healthcare organizations and programs are accredited and certified by The Joint Commission, making it a recognized symbol of quality nationwide. It’s their vision that providers deliver safe, quality healthcare at the best value for all. They determine this through regular, unannounced accreditation surveys1. Think the comprehensiveness of a final exam with a pop quiz schedule. How do you cram for that? You don’t. You plan!
There are many issues defining the landscape of healthcare for 2018. According to the PwC Health Research Institute, strategic patient experience and tackling the opioid crisis are among the top 12.1 Opioid use has been a hot topic of concern for decades. However, with the latest staggering statistics on opioid addiction and related deaths, finding a solution to the crisis has come front and center.
With the rise in value based models driving hospital reimbursements, a patient’s perception of care can have an impact to a hospital’s bottom line. There is concern that in tackling the opioid crisis there could be a negative impact on survey scores. So how do healthcare providers handle these two issues when they become competing priorities?
Waking up each morning after a restful night’s sleep, is a great way to start the day. You’re energized and ready to tackle what comes your way. However, if you are a nurse leader the stresses of the job may make getting a good night’s sleep a little harder. We’ve asked nurse leaders what’s keeping them up at night and here’s what we’ve heard.
Despite the fact that OAS CAHPS are still voluntary, their eventual mandate could be right around the corner. To achieve top scores, it’s not as straight forward as just focusing on clinical outcomes. When patients are looking at where to have a procedure, they are looking beyond just competency.
The roots of patient rounding can be traced back to a medical center in Birmingham, AL in the late 1980s2. After many years of this concept in practice, studies have shown that it has a direct correlation to improving patient experience. With patient experience scores having an impact on hospital revenue, conducting daily patient rounding is becoming a priority. However, simply completing the round isn’t enough.
Post-discharge calls aid in safe patient transitions, help prevent readmissions, and improve patient satisfaction.1 In addition, academic studies show that there is a positive correlation between post-discharge calls and HCAHPS scores.2 Furthermore, a study from the Beryl Institute shows that advanced analytics can provide robust information allowing hospital systems to take actionable steps for operational improvements, resulting in improved patient outcomes.3 Based on these findings, we know that post-discharge follow-ups are a key part of not just the patient experience model, but the entire continuum of care.
Hospital systems, post-acute care providers and physicians are all participants in today’s world of value based healthcare. The Centers for Medicare and Medicaid Services (CMS) has established specific models to encourage all participants to work together to improve quality and coordination of care from the pre-surgery process through recovery1. In order to receive maximum bundled payment reimbursements, they must meet recognized patient outcomes.
In the last several years, our bedside heroes have taken on a much more demanding role. Long gone are the days of just delivering quality care and attending to our every need. Now they must handle a much larger administrative part of our care too.
Did you know that 20% of the Medicare patients discharged from hospitals are readmitted within 30 days? Even more surprising, that rate increases to 25% when patients are discharged to skilled nursing homes.1 This is a costly statistic to both the taxpayers and hospitals. So how do you make sure that you are referring your patients to long-term care facilities with top notch care? Check out their survey results and make sure they are up to date on the latest changes. Help them help you!
One size does not fit all. Ensuring a positive experience for children and their parents/guardians is essential for strategically building patient trust. Today, building that trust is also financially imperative. How do parents and guardians view their child’s care?
The widespread impact of the 2017-2018 flu season was a harsh reminder for many on the importance of infection prevention. According to the CDC there were over 30,000 laboratory-confirmed influenza-associated hospitalizations between October 1, 2017, and April 30, 20181. The spread of the flu, like many other infections, is preventable with the proper infection controls in place.
It’s 2018 and technology is everywhere…or is it? Across the country there are hospitals and healthcare organizations that continue to choose to conduct patient experience rounding armed with paper and pencil. Is your hospital one of them?
Your organization is in the midst of a digital transformation and new technology is on the horizon. You have survived through the research, vendor evaluations, requirements gathering, and development. Now it’s time to embark on the implementation phase of your organization’s journey to improve operational efficiency.
Is your team afraid to log not met domains and coaching notes? Do they often communicate that they don’t want to ‘tattle’? OR, are they completely silent during team meetings? It’s an uncomfortable discussion, but top box HCAHPS are dependent on seeing and understanding the full picture of your patient’s experience.
What is empathy? The dictionary defines it as "the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another."1 Empathy plays a vital role in the caregiver-patient relationship. Insight into a patient’s feelings impacts diagnosis, treatment, and overall patient satisfaction. We feel empathy when friends are going through a rough time, or our child isn't picked for a part in a play, but what does empathy mean for a patient?
Do your leaders often complain about technology overload? Are the teams’ iPads gathering dust on the shelf? Are hand-written rounds not in alignment with your HCAHPS results? If you answered ‘yes’ to even one of the above questions, you may need to re-evaluate your current rounding solution.
We’ve all read the headlines. A hospital decides to make the move to a new technology and things don’t go as anticipated. The project timeline was longer than originally projected. The solution in production isn’t working as expected.
Patient Experience Week is next week. Have you thought about the meaning and purpose behind it? Or better yet—how you’re going to celebrate?
Each clinical pathway has its own set of unique critical points in time that are the most impactful to positive patient care. Providing a streamlined and consistent care model enables healthcare systems to use a value equation that can easily identify these points.
As a Patient Experience Manager, CNO, or Nurse Executive, you understand the importance and effectiveness of Nurse Leader Rounding. Are you having trouble convincing your teams to get on board with the idea? Maybe they’re not buying into it because they think they won’t have time to learn something new. Maybe you’ve used a company in the past and got burned—but switching to a technology that actually works is easier than you think. Here are some things you can say to help convince your team to trust the process.
The Winter Olympics in PyeongChang, South Korea just ended. For the first time in nearly a decade, North Korea participated. If you’ve been watching, you know this is making history because technically, North and South Korea are still at war.
The number of fatalities from this year's flu season is also making the history books. The Washington Post reports “the number of people going to doctors’ offices and emergency rooms has surged to levels not reported since the peak of the 2009 swine flu pandemic. Hospitalizations are also at record levels.” Some hospitals even went as far as setting up tents outside in their parking lots due to overcrowding. Caregivers are true heroes and the gold medalists of the healthcare industry.