Page 10 - HOI Outcomes 2016

PATIENT EXPERIENCE
HCAHPS
Nationally, the Hospital Consumer Assessment
of Healthcare Providers and Systems (HCAHPS) standardized survey instrument and data collection methodology is used to measure patients’ perspectives of their hospital care. The Centers for Medicare & Medicaid Services (CMS) created the rating system to help consumers, their families and caregivers to more easily compare providers.
The HCAHPS survey poses 27 questions to discharged patients about their recent hospital stay. Questions range from communication with nurses and doctors to responsiveness
of hospital staff, cleanliness, quietness of the hospital environment, pain management and communication about medications to discharge information. HOI regularly shares HCAHPS updates and other patient feedback with staff members, and encourages their efforts to sustain the very best patient experiences.
CMS added HCAHPS Star Ratings to its Hospital Compare website in April 2015. In Orange County and the greater Los Angeles area, HOI became the rst hospital to receive the top honor, a Five- Star CMS Patient Experience rating. Nationwide, there were 251 hospitals out of 3,538 – about seven percent of all the hospitals participating
in Medicare – and 17 hospitals in the State of California where high patient perceptions led to the ve-star rating. As of November 2015, HOI had garnered the ve-star rating for three consecutive quarters.
Patrick T. Ryan, CEO of Press Ganey, and Carlene Parrish, HOI Project Specialist, with Patient Experience awards presented to HOI in 2015.
Press Ganey surveys combine HCAHPS questions with scienti cally- developed patient-centered questions to provide the most comprehensive view of the overall patient experience.
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