Are your HCAHPS results on track? Our revised and updated version of The HCAHPS Handbook includes the newest information and the latest tactics that enable you to provide the exceptional quality of care your patients expect and deserve. With fresh evidence harvested from organizations across the nation, The HCAHPS Handbook shares proven strategies for moving metrics on all HCAHPS questions, and more importantly, how to successfully deploy the tactics that will have a lasting impact on patients and the experience of care.
Hospitals have always felt pressure to provide excellent clinical care. And now that the Patient Protection and Affordable Care Act has been signed into law, that pressure has intensified. Increasingly, hospitals will face financial consequences for failing to live up to patient expectations of quality care. HCAHPS results are directly linked to reimbursement. But they're also a barometer for measuring clinical performance and quality improvement. When hospitals raise their HCAHPS results, they also have fewer falls, lower infection rates, fewer readmissions - all the factors that impact reimbursement. The HCAHPS Handbook is a practical resource filled with actionable tips proven to help hospitals improve patient perception of care. Because it's broken down by HCAHPS composites, readers can zero in on the parts of the survey that need attention. And the book provides a few carefully targeted tactics they can use to improve the results on each question. Best of all, these tactics are foundational. They build on what most hospitals (particularly those that have implemented Studer Group's Evidence Based Leadership framework) are already doing. It's about working smarter, not harder. And ultimately, it's about hardwiring the behaviors and processes that lead to consistent excellence - and creating a culture of always.
HCAHPS Basics: A Resource Guide for Healthcare Managers Carrie Brady, JD, MA Anyone can view your HCAHPS scores right now. Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) spells worry for many hospitals. Reporting to HCAHPS is necessary for full Centers for Medicare & Medicaid Serivces (CMS) reimbursement, but can weigh heavily on the minds of hospitals leaders because it publicly displays perceived patient satisfaction for everyone to see. Study after study shows ample room for improvement at many facilities. Is your organization's reputation on the line? HCAHPS success is linked to patient satisfaction, employee satisfaction and retention, physician satisfaction, and profitability, and has become a business driver for hospitals. How will you ensure your hospital's HCAHPS survey data is in good light? HCAHPS Basics: A Resource Guide for Healthcare Managers includes: Clear explanations of CMS expectations for HCAHPS Step-by-step instructions on how to conduct the survey for best results, including choosing a vendor A time-saving CD-ROM containing the HCAHPS survey, useful resources, and presentation Tips to effectively report your HCAHPS information Advice on how to use HCAHPS data for performance improvement Methods to compare your facility to others Helpful case studies that provide real-world examples Advice on how to make patient satisfaction a priority Take an active approach to improving patient satisfaction through reporting. HCAHPS Basics: A Resource Guide for Healthcare Managers is a straightforward, jargon-free handbook that breaks down the essentials of HCAHPS. It describes what the survey is, how to conduct the survey for best results, and how to use HCAHPS results to improve patient care and satisfaction. This concise resource highlights the keys to success in other facilities and shows how their quality improvements may be implemented in your facility as well as common pitfalls to avoid. Answer important questions. HCAHPS Basics: A Resource Guide for Healthcare Managers is the resource you need not only to survive, but thrive in an HCAHPS world. HCAHPS Basics tackles questions asked by many hospital leaders, such as: Why is the HCAHPS data important? How does HCAHPS support other key organizational goals? How do we monitor data submissions? Should we use a vendor? How can I ensure that the HCAHPS data is submitted accurately so the hospital will receive the full CMS payment? All-in-one succinct and easy-to-reference book! HCAHPS Basics: A Resource Guide for Healthcare Managersis a single source for vital HCAHPS survey and vendor information, tips from leading hospitals, vendors, government agencies, and much more. Check out the Table of Contents Chapter 1: What is HCAHPS? Chapter 2: Why HCAHPS Matters Chapter 3: HCAHPS Survey Process Basics Chapter 4: Demystifying the Pubic Reporting Process Chapter 5: Dancing with HCAHPS Data Chapter 6: Common Pitfalls to Avoid Chapter 7: Case Studies Chapter 8: Future of CAHPS Surveys Appendix A: HCAHPS Survey Appendix B: Important Resources Appendix C: HCAHPS Overview PowerPoint Presentation
The book explores the patient's perception of care to identify the drivers and implications of patient satisfaction. ... . The second edition offers significant new material, including : Enhanced material on staff buy-in to patient satisfaction initiatives - A new chapter that provides fifty simple and innovative improvement ideas - Additional material on staff and physician satisfaction - A new chapter on managing diverse patients and staff - New insight on compliant management and scripting. [Ed.]
Are you ready for CG CAHPS? Just as Studer Group helps organizations we coach to outperform and outpace the nation in HCAHPS, we bring the same expertise to CG CAHPS. The CG CAHPS Handbook is your guide to improved patient experience and clinical outcomes. Gain tools and tactics to consistently deliver on what matters most to patients and their families.
Brian Boyle tells a personal story of his fight back from near death after a horrific automobile accident. He focuses on his experience as a patient who, while in a two-month long medically induced coma, was unable to move or talk to anyone around him, yet he was able to hear, see and feel pain. Brian slowly clawed his way back to the living and found the strength to live to tell his story in his acclaimed memoir, Iron Heart. Now Brian provides vital information from the patient’s perspective to help caregivers gain valuable insight that will help them understand new ways on how to provide care to both patients and their families. By completion of this book, the participant will be able to: Recognize the variety of feelings and emotions of the patient Identify simple methods and interventions to provide emotional support to relax the patient Determine the importance of particular amenities to a patient who may be unable to communicate Evaluate patient life-history to determine appropriate intervention techniques Understand the motivational role that communication has between the healthcare provider and the patient and his or her family Brian’s story about catastrophe, survival, and transcending all odds has implemented new and innovative strategies for improving patient safety and quality of care on a national level, as well as serving as a learning experience for healthcare providers of all levels and backgrounds. When it comes to the patient experience, Brian has become a mouthpiece for the voiceless.
Patient safety and quality of care are critical concerns of healthcare consumers, payers, providers, organizations, health systems, and governments. Although a strong body of knowledge shows that high reliability methods enable the most efficient, safe, and effective care, these methods have yet to be completely implemented across healthcare. According to authors Cynthia Oster and Jane Braaten, nurses—who are on the frontline of providing safe and effective care—are ideally situated to drive high reliability. High Reliability Organizations: A Healthcare Handbook for Patient Safety & Quality, Second Edition, equips nurses and healthcare professionals with the tools necessary to establish an error detection and prevention system. This new edition builds on the foundation of the first book with best practices, relevant exemplars, and important discussions about cultural aspects essential to sustainability. New material focuses on: · High reliability performance during a pandemic · Organizational learning and tiered safety huddles · High reliability in infection prevention and ambulatory care · The emerging field of human factors engineering within healthcare · Creating a virtual resource toolkit for frontline staff
Communication skills determine how the world perceives us - and how we perceive the world. Communication is at the heart of who we are and all that we do. As a clinician, your communication impacts how you take care of patients, work with colleagues, teach trainees, and engage audiences and the public. Communication encompasses all aspects of human skills, from listening and clearly articulating thoughts to an awareness of physical gestures, specific word choice, tone, and volume. Whether engaging with patients, peers, care teams, family members, residents, researchers, insurance agencies, management, or journalists, successful communication requires focusing on the importance of the relationship and the mission of each interaction. Today, due to the rise of digital technologies including electronic medical records, online forums, and video conferences, the content of information, the platform, and the audience are continuously changing and expanding for physicians. There is a great need in the physician community to learn how to facilitate the exchange of information, provide psychosocial support, partake in shared-decision making, translate complex information, and resolve controversies with sound science in a variety of settings. Addressing physicians at every level of training and practice, Physician Communication: Connecting with Patients, Peers, and the Public will enable providers to examine, analyse, and improve their skills in the art and science of communication. Divided into four sections: Face-to-face Communications; Digital Communications;Public Speaking; and Traditional Media, this book will help physicians navigate various situations using different methods and modes of communication.
OSHA Training Handbook for Healthcare Facilities Sarah E. Alholm, MAS Take OSHA compliance off your "to do" list! Practical OSHA compliance strategies you can implement today! This concise primer cuts through the clutter and illustrates how to maintain compliance. Save time trying to interpret vague OSHA standards and discover specific methods to train staff, identify hazards, and document accurately, enabling you to become a highly effective safety professional."OSHA Training Handbook for Healthcare Facilities" will help you: Implement a compliant safety program using proven successful case studies, and action-oriented strategies as your guide Navigate the complex crossover of OSHA regulations with other organizations, such as CDC, EPA, and FDA Save time researching the right training methods and documentation with customizable, downloadable sample forms and tools Keep employees safe and avoid costly fines Execute your OSHA plan with help from "Top 10 Action Items" lists at the end of every chapter Take a look at the Table of Contents Chapter 1: Roles and Responsibilities You're the Safety Officer...Now What? Tailoring Your Job Description to the Needs of Your Facility Your Safety Committee Helpful Resources Top 10 Safety Officer Action Items Chapter 2: Creating a Compliance Program Bloodborne Pathogens Hazard Communication Emergency Action Plans Electrical Issues Protection, Ionizing Radiation, and Chemical Hygiene General Duty Clause MRSA and more Ergonomics Workplace Violence Risk Assessments Recordkeeping Exemption Top 10 Compliance Action Items Chapter 3: Employee Training Hazard-by-Hazard Approach vs. Best-Practice Approach Training Basics for All OSHA Training Unique Training Required by Specific Standards The Problem of Physician Training Training Ideas Top 10 Action Items for Training Employees Chapter 4: Inspections, Violations, and Fines The Knock on the Door During the Inspection TRUE STORY: One Practice's Experience During an OSHA Inspection Receiving a Violation Warning Responding to and Rectifying Violations Challenging or Mitigating Fines Top 10 Inspection Action Items Chapter 5: Beyond OSHA: Other Safety or Regulatory Responsibilities Patient Safety Waste: Where OSHA Ends and State/Federal Regulations Begin Top 10 Action Items for Additional Safety and Regulatory Concerns Appendix Appendix A: Common and Expensive OSHA Citations Appendix B: Checklists Appendix C: Sample Training Exams Appendix D: Frequently Asked Questions Figure List Table 1.1 States With OSHA-Approved Plans Table 1.2 Favorite Online Resources Table 2.1 Exposure Prone Activities Table 2.2 Occupational Exposure Resources Figure 2.1 Determining Whether a MSDS Is Necessary Figure 2.2 Using an Inverted Bin to Reduce Reach Into a Deep Sink Table 2.3 Web Resources for Potential Occupational Hazards Table 2.4 Federal Recordkeeping Exemption by SIC Code Figure 3.1 PASS Technique for Using Portable Fire Extinguisher Table 3.1 Considerations in Incipient Stage Fire Fighting Table 3.2 Summary of OSHA Training Requirements Table 4.1 Important Inspection-Related Time Periods Table 4.2 Fine Adjustments Based Upon Business Size Table 5.1 Annual TB Risk Assessment and Staff TB Skin Test Frequency Table 5.2 Performing Baseline TB Skin Testing Table 5.3 Rate Of Illicit Drugs and Heavy Alcohol Use, Dependence, or Abuse Among Healthcare Workers Table 5.4 Patient Safety Resources Figure 5.1 Ordinary Solid Waste in the Red Bag Container Table 5.5 Biohazardous and Regular Waste Examples Table 5.6 Characteristic Wastes: Guidelines to What's Ignitable, Corrosive, Reactive, and Toxic Table 5.7 Common P-Listed Medical Wastes Table 5.8 Common U-Listed Medical Wastes Table 5.9 CMS-Recognized Accreditation Organizations for Ambulatory Facilities Figure B.1 Weekly Facility Review Checklist Figure B.2 Monthly Facility Review Checklist Figure B.3 Annual Facility Review Checklist Figure B.4 New Employee OSHA Orientation Checklist
