Transcript
streamlining point-of-care communication
Cornerstones of Care: A Closer Look at HCAHPSPresented by:Eric GoodnightMarketing Manager
©2013 Starling Innovations, Inc. All Rights Reserved
Agenda• Breaking Down HCAHPS• The Cornerstones of Care• Making an Impact• Comprehensive Solution
Breaking Down HCAHPS
The HCAHPS Survey• Aspects of patient experience:
– Nurses communicated well– Doctors communicated well– Patients received help quickly from hospital staff– Patients’ pain was controlled well– Staff explained medicines before giving them to patients– Patients’ rooms and bathrooms were kept clean and quiet– Patients informed at discharge about what to do
during recovery at home– Patient ratings of 9 or higher on a scale of 0 to 10
The HCAHPS Survey• Each question means whatever your patients
think it means.
2. During this hospital stay, how often did nurses listen carefully to you?
Never
Sometimes
Usually
Always
13. During this hospital stay, how often was your pain controlled well?
Never
Sometimes
Usually
Always
Defining & Understanding The Cornerstones of Care
The Cornerstones of Care
Care
Compassion
Compassion• How do you address your patients?• Are you asking about their needs?• How often?• Are you listening?
The Cornerstones of Care
CarePain
Management
Compassion
• Can your patients communicate pain to you?• How are you addressing pain?• Are you following up?
Pain Management
The Cornerstones of Care
CarePain
Management
Compassion
Food
Service
Food Service• What food options do you provide?• What is the turnaround time on food orders?• Are you proactively managing expectations?
The Cornerstones of Care
CarePain
Management
Compassion
Food
Service
Room
Comfort
Room Comfort• Are your patients comfortable?• Can they give you real-time feedback?• Are patient rooms clean/quiet?
The Cornerstones of Care
CarePain
Management
Compassion
Food
Service
Room
Comfort
A Closer Look
Food Service
Compassion
Pain Management
Room Comfort
The clock is ticking…
2013 - $850MM (1%)
2014 - $1B (1.25%)
2015 - $1.2B (1.5%)
2016 - $1.4B (1.75%)
2017 - $1.6B (2%)
Making an Impact
Compassion
CarePain
Management
Compassion
Food
Service
Room
Comfort
Compassion• Increase Accountability• Understand patients’ specific needs • Improve response times
Increase Accountability Whiteboard
assignments
Increase Accountability Whiteboard
assignments Escalation pathways Tracking transactions
Initial response
5 min. - Reassign
10 min. - Any clinical staff
Understand Patients’ Needs Go beyond the four Ps Always ask “Is there anything else?” Rounding is not a box to check off
Improve Response Times Implement task routing Assign urgency levels for prioritization
Nurse PCT/CNA
Meds
Bathroom
Food
Pain Management
CarePain
Management
Compassion
Food
Service
Room
Comfort
Pain Management• Help patients communicate their pain• Respond to pain alerts in a timely manner• Follow up proactively
Help Patients Communicate Pain Use body maps in addition to pain scales Make it easy to communicate proactively Revisit pain assessments in rounding
Respond to Pain Promptly Implement task routing Set up escalation pathways Assign urgency levels for prioritization
Follow Up Proactively Implement checklisting Standardize this process Enable patents to rate pain before and after
Food Service
CarePain
Management
Compassion
Food
Service
Room
Comfort
• Provide the right options• Don’t keep patients waiting• Keep patients informed
Food Service
Offer patient-specific menus
Go beyond meals
Provide the Right Options
Snacks
Don’t Keep Patients Waiting Streamline the process
Patient
CNA/PCT
Nurse
Cafeteria
Keep Patients Informed Give time estimates Explain issues or dietary restrictions
NPO
Room Comfort
CarePain
Management
Compassion
Food
Service
Room
Comfort
Room Comfort• Proactively manage comfort• Focus on noise reduction
Proactively Manage Comfort Implement checklisting Incorporate into rounding Offer options
Respond in a timely manner Avoid the “traffic cop” scenario Set up escalation pathways
Focus On Noise Reduction Establish time-based protocols Implement quieter nurse call tech
Comprehensive Solution
Comprehensive Solution• Increase Visibility on patient needs• Manage Expectations proactively• Create accountability among your staff• Improve workflows with configuration tools,
automatic routing, more mobility
Increase Visibility• Know what your patients need
before entering the room– Intercoms– Pillow speakers– Mobile interfaces
Manage Expectations• Log and communicate lead times• Explain care issues proactively
Create Accountability• Assign tasks by Staff or Department• Implement checklisting• Track request lead times• Provide data analytics
Improve Workflows• Configure automatic request routes• Set up escalation pathways• Receive mobile request notifications
Impact
Food Service
Compassion
Pain Management
Room Comfort
Visibility
Impact
Food Service
Compassion
Pain Management
Room Comfort
Manage Expectations
Accountability
Impact
Food Service
Compassion
Pain Management
Room Comfort
Improve Workflows
Impact
Food Service
Compassion
Pain Management
Room Comfort
Q&A
Contact• For general inquiries and information– info@starlinghealth.com – 1.800.497.1031 x6– Twitter: @starlinginfo
• To contact Eric directly:– egoodnight@starlinghealth.com
www.starlinghealth.com
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