HCF Hospital Patient Experience Survey Chris Wallace July 2013
Oct 21, 2014
HCF Hospital Patient
Experience Survey
Chris Wallace
July 2013
• Questionnaire based on HCHAPS methodology
• Paper based survey via direct mailing
• Survey completion rate of 35%+
• 6 monthly intervals, 5 surveys to date
• 400+ hospitals, members aged 18-85 years
• 20,000 surveys completed
SURVEY COVERAGE
HCAHPS = Hospital Consumer Assessment of Healthcare
Providers and Systems Survey (pronounced “H-caps”), also
known as the CAHPS® Hospital Survey
Began in 2002, joint development by the Centers for
Medicare & Medicaid Services (CMS) with the Agency for
Healthcare Research and Quality (AHRQ), and the US
Federal Department of Health and Human Services
Provides common metrics (Standards) for collecting and
reporting information about patient experience of care
the HCAHPS Project Team have taken substantial steps to
assure that the survey is credible, useful, and practical.
www.hcahpsonline.org
WHAT IS HCHAPS?
Hospital
Medical team
HCF
Care Experience
how the doctors and nurses treated patient
Hospital cleanliness, service, & pain control
Health Outcomes & Unexpected Events
FOCUS OF QUESTIONNAIRE
Recommendation of
hospital experience to
friends/colleagues
70% would recommend Recommend Hospital to Friends or Colleagues
Most are likely
to recommend
their hospital
70% would recommend Consistent results over time - Marginal gain.
70% would recommend Private Hospital Score Better than Public
70% would recommend Acute Overnight & Day Only Admissions
70% would recommend Overall Recommendation Scores Positive !
70% would recommend Why Scored Hospital 6 or Less
8.4% of survey respondents
70% would recommend Why Scored Medical Team 6 or Less
4.3% of survey respondents
70% would recommend Why Scored HCF 6 or Less
4.6% of survey respondents
70% would recommend Doctors scored marginally higher than Nurses
70% would recommend Overall 14% Not Happy with Hospital Services
70% would recommend Medication Provision Requires Improvement
5% reported “never” or “sometimes” when
asked if staff did everything to control their pain
6% reported “never” or “sometimes” when
asked if their pain was well controlled
10% reported “never” or “sometimes” when
asked if staff explained new medicine purpose.
31% reported “never” or “sometimes” to side
effects being explained.
70% would recommend Discharge Planning Good BUT Could Be Better
70% would recommend Perceived Health Outcome after Hospitalisation
70% would recommend Health Outcome: Expectation vs Result
Individual record analysis shows that 2 in 3
people’s health expectation matched their
perceived outcome (66%).
(i.e. “Much Worse” “Much Worse”,
About the same “About the same”, etc)
18% of people reported a better outcome than
expected.
16% of people reported a worse outcome than
they expected.
70% would recommend Would I have had treatment if outcome known?
9% would not or doubtful…education!
70% would recommend Safety & Quality/Patient Outcomes
An important part if the HCF Patient Satisfaction
survey is to monitor unexpected events that the
member reports.
14% of members surveyed self reported an
unexpected event.
AIHW reports an adverse event rate of 5.3% in
2011-12. (6.1% in public hospitals and 3.9% in
private hospitals)
70% would recommend Adverse Events Reported Consistent Over Time
70% would recommend Distribution of Adverse Events
70% would recommend Adverse Events - In Hospital & After Discharge
70% would recommend Future direction of Hospital Survey
Focus on top 100 hospitals HCF members use
Greater focus on Public hospitals
Reduction in number of Questions
Partial shift to email based surveys
Timely reports to Hospitals
Future publication to members
70% would recommend What will HCF do with the Results ?
Publicly announced best hospitals
(Only Top 100 hospitals that HCF members
utilise so not appropriate to publish all)
Provide results back to hospitals
Use results internally for contract negotiation's
to achieve improvements for HCF members.
Future – publish individual results to HCF
members to assist health care decisions and
improve patient outcomes.