IMMEDIATE ATTENTION REQUIRED
Significant changes have been
made to Medicare's (CMS) reimbursement formula for fiscal year 2008 that could
negatively impact your hospital's bottom line and comparative quality scores
unless immediate steps are taken to ensure that your hospital successfully
complies with Medicare's HCAHPS program and related quality initiatives.
Strategic Health is a
Medicare approved HCAHPS vendor that has years of experience in the patient
satisfaction/organizational improvement survey field and can assist your
hospital in easily and effectively complying with this new Medicare
requirement. Our organization has
developed a comprehensive patient satisfaction/organizational improvement
survey tool that fully complies with all HCAHPS reporting requirements. The standard survey tool uses all
required HCAHPS questions and is submitted electronically to the HCAHPS program
in the required XML data format.
Strategic Health has also
developed an enhanced survey tool that meets all the HCAHPS requirements
but also allows your hospital to customize and expand its quality survey to
meet hospital specific goals and enhance your patient's clinical
experience. The enhanced survey tool
includes real time daily and monthly reporting packages.
HCAHPS initiative was created to uniformly measure and publicly report
patients' perspectives of their inpatient care. Three broad goals have shaped the HCAHPS survey:
First, the survey is designed to produce
comparable data on the patient's perspective of care that allows objective and
meaningful comparisons between hospitals on domains that are important to
public reporting of the survey results is designed to create incentives for
hospitals to improve their quality of care.
public reporting will serve to enhance public accountability in health care by
increasing the transparency of the quality of hospital care provided in return
for the public investment.
the present time, Medicare (CMS) is only requiring that Inpatient discharge
data be collected in order to maintain full reimbursement from CMS.
The ruling that Outpatient discharge data be
collected as well has been pushed back to begin in fiscal 2009.Hospitals that fail to report HCHAPS
survey information (as well as other quality measures) face a penalty of 2
percentage points from their inpatient update for
non-specialty hospitals are eligible to participate in HCAHPS reporting. The minimum completed surveys required for
the HCAHPS program are 300 for a 12-month period. Special exceptions can be made for smaller
hospitals that do not have enough yearly inpatient discharges to achieve the
minimum of 300.
In order to meet CMS requirements
and achieve the full payment update in the 2008 fiscal year, each hospital must
participate in the March 2007 Dry Run and then participate in the 2007 national
implementation beginning with July 2007 discharges.
hospitals must begin collecting data for the Dry Run for at least one month
between March and May 2007. The Dry Run will permit hospitals and their
survey vendors to gain first-hand experience in collecting and transmitting
HCAHPS data, without the public reporting of hospital results for the Dry Run
period.All hospitals that intend to join HCAHPS in the July 2007 national
implementation must take part in the Dry Run.
As indicated, Strategic Health has developed
a unique brand of patient satisfaction and operational improvement surveys that
meet or exceed the CMS requirements listed above and can also be used as the
catalyst for meaningful organizational change efforts.
Health's standard HCAHPS survey tool uses one-on-one telephone
conversations (as opposed to paper or mail surveys) with each inpatient
or guardian of a minor inpatient within 48-hours of discharge. The ultimate goal of the telephone survey is
to meet the HCAHPS requirements and ensure that the hospital maintains its full
reimbursement from the Medicare program. It also lets patients know that the hospital cares about them and their
hospital stay and wants to make sure that their comments are personally
With the enhanced
survey tool patient verbatim comments are recorded as well. Patient comments are a valuable companion to
customer satisfaction surveys since each customer is likely to have had a
completely different experience from relatively the same service. Research shows that by engaging patients in
their healthcare experience in this manner they are more likely to return for
their next health care service. Research
also shows that through this engagement, malpractice claims are decreased by
$1.12M for the average community hospital. An additional benefit is the improvement of clinical procedures to
ensure better patient satisfaction in the future.
comments gathered from patients with the enhanced survey tool will
determine and drive these initiatives for change. Patients' personal comments, both positive
and negative, will be forwarded to the participating hospital's customer
relations committee where each will be addressed and acted upon as deemed
necessary by the committee.
indicated, Strategic Health's enhanced program includes daily and
monthly reporting packages. The hospital
will receive real-time daily reports of the comments given by any individual
patient that are deemed to need an immediate response from hospital
management. These real-time reports
allow the hospital to attend to patient comments that may suggest additional
treatments are needed or to attend to comments that may lead to legal
action. Monthly reports will be
generated and include up to 12 months of trending data, patient data sheets,
and survey question score recaps.
The benefits to your organization of Strategic
Healths HCAHPS reporting package (both standard and enhanced versions) are
significant.The in-depth information
gleaned from these one-on-one personal surveys and the high response rate
enjoyed by our team of professionals leads to reduced outmigration (increasing
profitability for your hospital), enhances the risk management process and
reduces liability costs, supplies meaningful data for your quality improvement
team (generating proactive improvement rather than reactive crisis management),
and leads to higher staff morale and overall patient satisfaction.
The continuous improvement activities that result
from this process not only satisfy the Medicare (CMS) HCAHPS mandate but can
also be used to satisfy JCAHO requirements as well. By using the services of Strategic Health in
this way, your hospital can link patient satisfaction and customer service to
long-term organizational improvement and create the foundation to effectively
compete and succeed in your community.
you would like to learn more about Strategic Health's HCAHPS survey tool and
other patient satisfaction and organizational improvement products offered by
our company please contact us at 1-801-521-5080.
However, time is of the essence.
In order to meet CMS requirements and achieve the full payment update in
the 2008 fiscal year, each hospital must participate in the March 2007 Dry Run
and then participate in the 2007 national implementation beginning with July