| Figure List | p. vi |
| CD-ROM Files | p. vii |
| About the Author | p. ix |
| Acknowledgments | p. x |
| Dedication | p. xi |
| Introduction | p. xii |
| What Is HCAHPS? | p. 1 |
| Why HCAHPS Is Unique | p. 1 |
| HCAHPS History | p. 2 |
| The HCAHPS Survey Questions | p. 7 |
| Topics Not Included in the HCAHPS Survey | p. 18 |
| Why HCAHPS Matters | p. 21 |
| Hospital Behavior and Public Opinion | p. 22 |
| Making the Connection between HCAHPS, Quality, and Patient Safety | p. 23 |
| Pay for Performance | p. 29 |
| Conclusion | p. 31 |
| HCAHPS Survey Process Basics | p. 35 |
| Choosing a Survey Mode | p. 36 |
| Whether to Conduct the Survey Yourself or Use a Vendor | p. 38 |
| Selecting a Vendor | p. 40 |
| Selecting Patients to Be Surveyed | p. 45 |
| Reviewing Your CMS Data Submissions | p. 48 |
| The Importance of Timing | p. 49 |
| Conclusion | p. 51 |
| Demystifying the Public Reporting Process | p. 55 |
| Public Reporting Basics | p. 55 |
| Adjusting Data for Public Reporting | p. 56 |
| Preview Report Process | p. 63 |
| Hospital Compare Public Reporting Format | p. 64 |
| Reporting Your Own Data | p. 67 |
| Dancing with the HCAHPS Data | p. 69 |
| Understanding Your Information Environment | p. 70 |
| Mastering the Foundational Steps | p. 72 |
| Keep Your Eyes on Where You're Going, Not on Your Feet | p. 78 |
| Orchestrating the Kick Line: Identification of Best Practices | p. 79 |
| Not Everyone Dances the Same Way | p. 80 |
| Be Graceful | p. 81 |
| Conclusion | p. 82 |
| Common Pitfalls to Avoid | p. 83 |
| Leadership Pitfalls | p. 83 |
| Data Reporting Pitfalls | p. 89 |
| Improvement Pitfalls | p. 93 |
| Conclusion | p. 98 |
| Case Studies | p. 99 |
| Griffin Hospital: Putting Patients and Caregivers Back in the Data | p. 99 |
| Cleveland Clinic: Integrating HCAHPS with Other Information | p. 105 |
| Other CAHPS Surveys and the Future of HCAHPS | p. 109 |
| Summary of Select CAHPS Surveys | p. 109 |
| Surveys and Item Sets in Development | p. 114 |
| The Future of HCAHPS | p. 114 |
| Conclusion | p. 115 |
| Epilogue | p. 117 |
| Patient-Centered Strategies for HCAHPS Improvement | p. 119 |
| Introduction | p. 119 |
| A Good Place to Start | p. 121 |
| Practices to Improve Communication | p. 123 |
| Practices to Improve Medication Communication | p. 133 |
| Practices to Improve Discharge Information | p. 134 |
| Practices to Decrease Noise at Night | p. 135 |
| Practices to Improve Cleanliness | p. 136 |
| Practices to Improve Pain Management | p. 137 |
| Care for the Caregiver | p. 139 |
| Conclusion | p. 149 |
| Table of Contents provided by Ingram. All Rights Reserved. |