Patient Engagement / HCAHPS

As we move quickly towards a helathcare system that values quality over volume of care, it is crucial to demonstrate the level of care that you are providing. With our system, we help you excel across multiple rural-relevant subject areas.

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Resources

Take advantage of these resources designed to help you better understand MBQIP measures and protocols, as well as ways to make the process go a lot smoother.

Marketing

Many hospitals and healthcare organizations do not have marketing departments or budgets for quality agency materials that can be customized. Our goal is to provide you the ability to use free of charge campaigns that will help your organization.

Use our customization tool and choose the various options you would like to use. Each theme will have different deliverables. Choose just one, or a couple to create a well-rounded campaign. If you need them printed, we offer that service as well.

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Education

Please use these resources to help expand the knowledge of your staff on the various MBQIP measures that are essential for state Flex programs.

1. Introduction to HCAHPS

2. Communication with Nurses

3. Communication with Doctors Communication with Doctors Additional Learning

4. Responsiveness of Staff

5. Pain Management

6. Communication about Medication

7. Clean & Quiet Environment

8. Discharge and Care Transition

9. Overall Rating and Willingness to Recommend

MBQIP Patient Engagement Quality Reports summarize Hospital Consumer Assessment of Healthcare providers and Systems (HCAHPS) survey data reported by hospitals, which provides hospitals the opportunity to consider the provision of care from the patient’s point of view. In addition to four screening and seven demographic questions, the survey includes 21 questions that ask patients for their feedback on a variety of aspects related to their experience as an inpatient in the hospital. The 21 substantive questions are broken into seven composite areas, two individual topic areas, and two global topic areas. The full survey is available on the HCAHPS survey website. It is not expected that hospitals will perform at 100 percent on any individual measure because, unlike process measures, data from the HCAHPS is based on patient perception.

Using Comparison Data for HCAHPS Measures

There is typically more variation in this type of survey data than in process measures. Therefore, you should look for trends that indicate consistent decline or improvement over time.
Not all hospitals will be given an HCAHPS Star Rating. Hospitals must have 100 completed surveys in a rolling four quarter period to have an HCAHPS Star Rating calculated. Hospitals that usually have near 100 completed surveys in such a time period may have no Star Rating for some time periods that dip slightly below 100 completed surveys.

Note: State and national rates in the MBQIP Patient Engagement Quality Reports represent all hospitals in the state and nation, not just CAHs.