12. The heart of the
matter –
relationships and
communication.
“I find that if the doctors
would just talk in my terms
instead of these long
words, that would help. I
am not a doctor; these
words don’t mean nothing
to me.”
-
19. 1. Partner with Patients and Families
Patient Pathways
Shared Medical Records
20. 77.8%
69%
50%
60%
70%
80%
90%
Yes No
*Note: In a random survey of 4500 adults, 79% patients expressed interest in access (Fowles, Arch Intern Med. 2004)
Were you told you could read your medical chart?
Verysatisfiedwiththeiroverallhospitalexperience?
Patients who are told they could read their medical chart are more
likely to be very satisfied with their overall hospital experience
Impact of Shared Medical Record on Overall
Patient Satisfaction with Care
23. Bedside shift report drives patient satisfaction
82
84
86
88
90
92
94
96
Nurses treat you
with
courtesy/respect
Nurses attitude
toward requests
Attention to
special/personal
needs
Nurses kept you
infromed
Staff include you
in decision re:
treatment
Staff worked
together to care
for you
6 months prior to implementation of bedside report
6 months after implmentation of bedside report
Effects of bedside shift change at a Planetree Designated Hospital
24. Partnering with Patients…Beyond the Bedside
• Invite patients to serve on hospital committees and HCAHPS
improvement task forces
• Invite board members to round on patients prior to every board meeting
• Invite a patient to share his or her story (what went well, what didn’t
go well) to kick off every board meeting
25. 2. Create a physical environment that supports your culture
“Why is the hospital not as humanely practical in
aesthetic effect as it tries to be in physical support?”
Frank Lloyd Wright
29. More Evidence
The use of call lights by patients decreased by 40%
following implementation of decentralized nursing
stations & 24-hour visitation (Charmel, 2003)
30. 3. Make data
meaningful to
staff.
But remember, the data
are not the point,
patient experiences are
the point!
-
36. Compassion in Action
VA New Jersey Sleep Menu
Good Samaritan
Hospital Patient
Story Board
Physician
communication
coaching
Patient Experience training and education for
staff- Middle Management Training
37. “[The doctor]
came in, pulled
up a chair and
said he wanted
to talk…and we
talked on my
terms.”
39. Planetree Designated Hospitals and HCAHPS performance:
A marker of Quality:
Planetree Designated
Hospitals consistently
outperform the National
Average on HCAHPS since
public reporting of scores
began.
40. 69
70
71
72
73
74
75
76
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Patient's Room and Bathroom Always Kept Clean
Designated Hospital Average National Average
41. 62
63
64
65
66
67
68
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Responsiveness
Designated Hospital Average National Average
42. Note: The difference is statistically significant (p<0.05).
80
81
82
83
84
85
86
87
88
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Patients Given Information About Recovery At Home
Designated Hospital Average National Average
43. 56
57
58
59
60
61
62
63
64
65
66
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Staff Always Explained About Medicines
Designated Hospital Average National Average
44. 75
76
77
78
79
80
81
82
83
84
85
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Doctors Always Communicated Well
Designated Hospital Average National Average
45. Note: The difference is statistically significant (p<0.05).
74
75
76
77
78
79
80
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Nurses Always Communicated Well
Designated Hospital Average National Average
46. Note: The difference is statistically significant (p<0.05).
68
69
70
71
72
73
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Pain Was Always Well Controlled
Designated Hospital Average National Average
47. 55
56
57
58
59
60
61
62
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Patient's Room Always Kept Quiet At Night
Designated Hospital Average National Average
48. Note: The difference is statistically significant (p<0.05).
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Percent of Patients Highly Satisfied
(Overall Rating 9 or 10)
Designated Hospital Average National Average
49. Note: The difference is statistically significant (p<0.05).
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
Mar-09 Jun-09 Sep-09 Dec-09 Mar-10 Jun-10 Sep-10 Dec-10 Mar-11 Jun-11 Sep-11 Dec-11 Mar-12
CMS Reporting Period
Would Definitely Recommend Hospital to Friends and Family
Designated Hospital Average National Average
50. The Bottom Line on VBP and Designation
A preliminary analysis indicates that, as a group, Patient-
Centered Designated Hospitals are poised to receive:
•127%in reimbursement revenue
•$770,000(100% of all withheld monies plus additional revenues)