Leaders’ Guide to HCAHPS

Only $499 (a $1,356 value!)

In a time of growing transparency and a more critical patient-consumer, healthcare scorecards present both a challenge and an opportunity to utilize the results for effective messaging and clinical improvement. The Leaders' Guide to HCAHPS presents best practices and lessons learned from leading healthcare organizations, helping to apply proprietary research findings on HCAHPS and patient experience to your own organization.

Titles in the collection include:

• REPORT - HealthLeaders Media Insider: HCAHPS
• REPORT - Patient Experience: Cultural Transformation to Move Beyond HCAHPS
• WEBCAST - Driving Improvement Through Internal Quality Scorecards: The Norton Healthcare Model
• WEBCAST - Leveraging CG-CAHPS to Engage: The Lakewood Health System Program

HealthLeaders Media Insider: HCAHPS 

HCAHPS gets the attention of healthcare leaders because it is a reporting requirement for most organizations, the results are public, and the scores influence reimbursement dollars. This new collection of articles and resources reveals how healthcare providers are using HCAHPS scores to engage patients and staff and protect revenue, and how you can apply our proprietary research findings on HCAHPS and patient experience to your own organization.

You’ll learn proven strategies for success and find out answers to key strategic questions, including:

• What specific steps did California–based St. John’s Hospital take to create a patient-centered culture, thereby increasing scores and improving value-based purchasing metrics?
• How is North Carolina–based Vidant Health incentivizing its staff to focus on improving HCAHPS scores?
• What impact could HCAHPS scores be having on readmission penalties, and vice versa?
• How do the scores at safety net hospitals fare against their non-safety counterparts?
• What key lessons did Twin Rivers Regional Medical Center glean from their initial patient engagement initiatives, and how did they overcome those downfalls to bolster scores?
• How did Cleveland Clinic improve patient experience through peer-driven physician-patient communication skills training?
• How did Wheeling Hospital’s ED achieve a dramatic turnaround in patient satisfaction scores through electronic patient tracking, alerts, post-ED outreach, and performance incentives?

Patient Experience: Cultural Transformation to Move Beyond HCAHPS

This report, Patient Experience: Cultural Transformation to Move Beyond HCAHPS, reveals how a growing number of patient experience programs have moved beyond focusing primarily on training nurses to also include physicians and a host of nonclinical staff. Another sign of the degree to which organizations are embracing patient experience is the increasing number which feature a chief patient experience officer (or individual with similar responsibilities) on the senior leadership team.

You will:

• Discover how Cleveland Clinic’s REDE training program has increased CGCAHPS outcomes, resulting in doctor communication scores rising from the 18th to the 83rd percentile.
• Learn about the importance of aligning organizational culture with a patient-centered care approach.
• Find out how Carolinas Healthcare is targeting patient experience performance in specific service areas by using a process improvement effort based on Lean fundamentals.
• Gain insight into the infrastructure areas that healthcare organizations are focusing on for patient experience improvements over the next three years.
• Find out how Sharp Healthcare’s Experience program is complemented by Planetree designation efforts.
• Learn the top three areas where healthcare organizations say having a positive patient experience is most important.

Driving Improvement Through Internal Quality Scorecards: The Norton Healthcare Model 

In a time of growing transparency and a more critical patient-consumer, healthcare scorecards present both a challenge and an opportunity to utilize the results for effective messaging and clinical improvement. Whether an organization is crafting scorecards for self-evaluation or responding to public reports, the data must be handled strategically. Norton Healthcare developed a scorecard that has become a blueprint for other organizations because of its unique focus on organizational values and its ability to be customized for clinical and quality teams. 

During this webcast, listeners will:

• See how to develop an internal scoring system that is based on common metrics but aligned with the organization’s strategic vision
• Learn how to formally structure your organization to drive quality based on internal scorecards
• Understand how to slice and dice the data for more meaningful analysis and to identify the failure and success points in the process
• Get real examples of collaboration on quality initiatives, from the CMO to physicians to staff

Leveraging CG-CAHPS to Engage: The Lakewood Health System Program 

Through strategic analysis and creative application of CG-CAHPS data across their six clinics, Lakewood Health System has been able to raise the bar on service excellence, ranking among Minnesota’s top performing clinics for patient experience. By increasing score transparency among staff and patients and launching innovative programs to engage patients in care improvement, Lakewood was able to create a sustainable and physician-driven model of exceptional patient experience.

At the conclusion of this program, participants will:

• Understand the dynamic nature of CG-CAHPS in today’s healthcare environment
• Discover strategies to interpret CG-CAHPS scores and apply them to care improvement initiatives
• Learn effective ways to collect immediate and honest patient feedback
• Find out how to encourage staff buy-in and ownership of scores
• Learn some of the challenges associated with a cultural shift for transparency