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 |
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