hcahps: how pharmacists can impact patient experience meghan e. tolan, pharmd, mba candidate pgy2...
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HCAHPS: How Pharmacists can Impact Patient Experience
Meghan E. Tolan, PharmD, MBA Candidate
PGY2 Health System Pharmacy Administration Resident
The Johns Hopkins Hospital
Disclosure
• I have no relevant financial relationships or commercial interests to disclose for this presentation.
Objectives
• Summarize the purpose and goals of the HCAHPS survey
• Describe the relationship between HCAHPS performance and CMS reimbursement
• Identify how pharmacists can impact patient experience in the hospital setting
Pre-Assessment
Which of the following survey questions can pharmacists impact through direct patient care?
A. How often was your pain well controlled?
B. How often did hospital staff describe possible side effects in a way you could understand?
C. When I left the hospital, I clearly understood the purpose for taking each of my medications.
D. A, B and C
Customer Experience
The Institute for Healthcare Improvement Triple Aim
Available from: http://www.ihi.org/engage/initiatives/TripleAim/Pages/default.aspx. Accessed 2015 Sept 1.
HCAHPS Survey
• Hospital Consumer Assessment of Healthcare Providers and Systems
• Consists of 32 standardized questions
• Used to measure experience of adult inpatients with an overnight stay
Centers for Medicare & Medicaid Services. HCAHPS Quality Assurance Guidelines. 2014 Mar.
Purpose of HCAHPS
• Drive to establish national standards for comparing patient perceptions of care
• Way to uniformly measure and publicly report patients’ perspectives on their inpatient care
Centers for Medicare & Medicaid Services. HCAHPS Quality Assurance Guidelines. 2014 Mar.
Goals of the HCAHPS Survey
1. Produce comparable data on patients’ perspectives of care that allows objective and meaningful comparisons between hospitals on domains that are important to consumers
2. Create incentives for hospitals to improve their quality of care
3. Enhance public accountability in health care by increasing transparency of the quality of hospital care provided in return for the public investment
Centers for Medicare & Medicaid Services. HCAHPS Quality Assurance Guidelines. 2014 Mar.
HCAHPS Survey Instrument
CMS Rules: Communicating with Patients about the HCAHPS Survey
• Hospitals can inform patients that they may receive a survey after discharge
• To prevent bias of survey results, hospitals CANNOT:– Post or hand out copies of the survey– Ask patients any HCAHPS questions– Encourage patients to answer questions in a particular way– Indicate that the hospital’s goal is for all patients to rate them
as a “10,” “Definitely yes,” or an “Always”– Imply anyone will be rewarded for positive feedback from
patients– Ask patients to explain why they did not rate a hospital with the
most favorable rating possible– Offer incentives of any kind for participation in the surveyCenters for Medicare & Medicaid Services. HCAHPS Quality Assurance Guidelines. 2014 Mar.
HCAHPS Public Reporting
• Reported four times each year
• Lag time for CMS reporting
• CMS adjusts results to create “level playing field”– Adjustments made for mode and patient
mix
Centers for Medicare & Medicaid Services. HCAHPS Quality Assurance Guidelines. 2014 Mar.
Reporting of HCAHPS Scores
• Hospital Compare– http://www.medicare.gov/hospitalcompare
Available from: http://www.medicare.gov/hospitalcompare/search.html. Accessed 2014 Oct 17.
Top-Box Response
Survey Question Scale Top-Box
During the hospital stay, how often was your pain well controlled?
Never, Sometimes, Usually, Always
Always
Using any number from 0 to 10, where 0 is the worst hospital possible, and 10 is the best hospital possible, what number would you use to rate this hospital?
0-10 9 or 10
When I left the hospital, I clearly understood the purpose for taking each of my medications.
Strongly Disagree, Disagree, Agree, Strongly Agree
Strongly Agree
Centers for Medicare & Medicaid Services. HCAHPS Quality Assurance Guidelines. 2014 Mar.
HCAHPS Star Ratings
Image: http://datascience.berkeley.edu/wp-content/uploads/2014/02/Star-Rating.jpg
CMS Reimbursement Implications
• Inpatient Prospective Payment System (IPPS)
• Value Based Purchasing (VBP) in 49 states and Washington D.C.
• Quality Based Reimbursement (QBR) in Maryland
Value Based Purchasing
• CMS initiative• Established by The Patient Protection
and Affordable Care Act of 2010• Rewards hospitals with incentive
payments for quality of care• Applies to Medicare and Medicaid
patients
Centers for Medicare & Medicaid Services. HCAHPS Quality Assurance Guidelines. 2014 Mar.
Financial Drivers (FY 2016)
Value Based Purchasing
40%
25%
25%
10%
Outcomes Patient ExperienceEfficiency Clinical Processes
Available from: http://www.stratishealth.org/documents/FY2017-VBP-fact-sheet.pdf. Accessed 2015 Sept 1.
HCAHPS and Pharmacists
How does HCAHPS affect the way I take care of my patients?
• Pain Management• Patient Education• Transitions of Care
HCAHPS Survey Questions Directly Impacted by Pharmacists
Identified by Johns Hopkins Hospital Department of Pharmacy
• Q13: During this hospital stay, how often was your pain well controlled?
• Q14: During this hospital stay, how often did the hospital staff do everything they could to help you with your pain?
• Q16: Before giving you any new medicine, how often did hospital staff tell you what the medicine was for?
• Q17: Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?
• Q25: When I left the hospital I clearly understood the purpose for taking each of my medications.
Additional questions are still important!
Pharmacist-Driven Initiativesat Johns Hopkins Hospital
• Care Coordination Services
• Teach Back Competency
• “2 Patients per Day” Initiative
• Learner Huddle
• Pharmacy Ambassador Program
• SMART Goal
Department of Pharmacy HCAHPS Scorecard
At or above 75th percentile compared to entire nation
At least 3 percentage points improvement over last year (compared to “FY 2014 Baseline”)
Below 75th percentile nationally & < 3 percentile improvement
Looking Ahead
• HHCAHPS (Home Health)• CGCAHPS (Outpatient)• EDCAHPS (Emergency Department)• Pediatric CAHPS• Surgical CAHPS
Post-Assessment
Which of the following survey questions can pharmacists impact through direct patient care?
A. How often was your pain well controlled?
B. How often did hospital staff describe possible side effects in a way you could understand?
C. When I left the hospital, I clearly understood the purpose for taking each of my medications.
D. A, B and C
Key Takeaways
• Nationally, there is an increased focus placed on patient experience quality measures
• If we aim to improve patient experience and the care we provide, scores will follow
Acknowledgements
• Kimberly Sparks, Service Excellence• Jacob Smith, PharmD, MBA, Assistant
Director of Quality Improvement and Regulatory Affairs
• Todd Nesbit, PharmD, MBA, Director of Pharmacy Patient Care Services
Questions?
Image: http://www.clinicallinkages.com/wp-content/uploads/2014/03/HCAHPS-Zoomed-In-2.jpg