Here are five things that environmental service leaders should do to improve relationships with staff. Be Visible with Rounding Rounding should include one-on-one rounds with your staff. Ask what is working well and what they need from you to do a better job. Appoint a department champion Identify a department champion who is well respected…
HCAHPS results are publicly reported on Hospital Compare as “top-box,” “bottom-box” and “middle-box” scores. The “top-box” is the most positive response to HCAHPS survey questions. The “top-box” response is "Always” for five HCAHPS composites (Communication with Nurses, Communication with Doctors, Responsiveness of Hospital Staff, Pain Management, and Communication about Medicines) and two individual items (Cleanliness…
Wondering when your HCAHPS scores will be on the public reporting site? Here is the list for HCAHPS Public Reporting April 2011 through April 2012. Presented here are the calendar quarters of HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey results that will be publicly reported on Hospital Compare (www.hospitalcompare.hhs.gov) from April 2011…
At our hospital we are in year three of a Service Excellence Initiative. Partnering with Custom Learning Systems we have been been teaching all our staff hard and soft skills to improve customer service through service excellence. Being on the Service Excellence council has given me many opportunities to directly and indirectly influence the process…
On April 29, 2011 The Centers for Medicare & Medicaid Services today issued a final rule (42 CFR Parts 422 and 480) that sets forth its policies for the hospital value-based purchasing program. Under the Patient Protection and Affordable Care Act, the VBP program will pay hospitals based on their actual performance on quality measures,…
A little late, here are some suggested training topics for October: Customer satisfaction surveys; HCAHPS, Press Ganey, Picker or your favorite. Don’t forget to add internal surveys and patient rounding results. Department team building. Always very important. Hazardous waste; transportation, handling and storage.
Chasing the numbers I spent a good part of the day writing performance evaluations. I find it somewhat refreshing to think about a staff member and write wonderful words that reflect their performance during the last year. Of course not every word is, glowing, but for the most part all my staff are good, hard…
By now, everyone should know that patient satisfaction data is no longer public. The Centers for Medicare & Medicaid Services (CMS) developed the Hospital Consumer Assessment of Healthcare Providers and Systems or HCAHPS for short, to increase accountability and transparency of healthcare delivery practices. It is the first public, and nationwide standardized survey that provides…
We have been doing patient rounding where we go see the patients and ask a few questions like, was your housekeeper friendly, was your room cleaned satisfactorily, is there anything we can do for you? We get good feedback and has helped our HCAHPS and Press Ganey scores. Recently I’ve started using workers that have…