The extent to which the patient’s experience of care is measured, tracked, and set for improvement goals.
Hospital’s board of directors can use performance scorecards, or dashboards as a tool to promote quality of care in its institution. Dashboard reports make use of graphics to provide essential facts in a simple and easy-to-understand format. For hospital boards devoted to fostering quality improvement inside their organizations, information dashboards have emerged as a critical tool. There is a link between dashboard implementation and quality performance, according to research. A well-designed dashboard, for example, can enhance awareness of areas where the hospital is underperforming. This gives the board the information it needs to figure out what has to be done to improve performance. Although the dashboard idea is common to many larger metropolitan hospital systems, smaller community hospitals might benefit from this technology to connect systems, jumpstart quality improvement programs, and align incentives of all stakeholders. The degree to which patients’ expectations are met can be an important predictor of patient satisfaction. The patient’s personal experience with the quality of treatment received is one of the quality aspects assessed in today’s health care settings. It is critical to address patient expectations, perceptions, and personal experiences with health care not just through diagnostics, treatment equipment, procedures, and systems, but also through patient expectations, perceptions, and personal experiences with health care. This experience has a subjective effect on their sense of well-being, recuperation, personal health, and even patient outcomes (Jung, et al., 2018).
Organizational goal to established patient satisfaction metrics
Most health care facilities require patients to complete private patient satisfaction surveys, which include questions on the health care services delivered. It is often administered following the service and frequently returned to the organization through drop box or mail. I’ve worked for a company that used the HCAHPS system. The findings were utilized by an organization to identify areas where treatment might be improved. It was a tool that allowed patients to evaluate the treatment they were receiving. Patient satisfaction surveys frequently revealed gaps and areas for development that were not on the administration’s radar. This approach allowed organization team to realize that what might seem high quality care for an organization might be perceived as poor service for patients.
Considering hospital experience, the Hospital Consumer Assessment of Healthcare Providers and Systems Survey (HCAHPS) is a standardized questionnaire that has been used to gather consumer perceptions about their hospital stay. This tool includes key areas that include questions regarding staff communication, the hospital atmosphere, pain treatment, and care transitions, with multiple-choice answers such as Never, Occasionally, Usually, and Always. Additionally, the HCAHPS asks patients to rate their hospital stay on a scale of 0 to 10, with a higher score indicating a higher level of satisfaction with their hospital stay (Okafor & Chen, 2019). In my current practice patient satisfaction data is applied to the development of new guidelines for the identification of deficiencies, achievements, and improvements in quality of care and health service delivery. This has proven helpful in assisting clinicians understand how to improve patient outcomes, patient satisfaction is a multidimensional concept that can be impacted by factors unrelated to the actual quality of care. It is now understood that an optimal patient care experience is associated with higher levels of adherence to recommended prevention and treatment processes, better clinical outcomes, better patient safety within hospitals, and less health care utilization (Okafor & Chen, 2019)
Impacts of meeting or not meeting these metrics for your healthcare organization
The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, a standardized survey instrument that is administered to randomly selected patients after discharge from a hospital, was the first such instrument to be incorporated into required public reporting and, ultimately, value-based purchasing initiatives (Nash et al. 2019). The drawbacks of patient surveys is that hospitals that treat patients with a higher degree of disease will have lower HCAHPS scores, which might result in CMS reducing their compensation. Hospitals with less degree of illness, on the other hand, will be compensated more. The present HCAHPS reporting system has a significant weakness that needs to be fixed: it fails to appropriately compensate for the severity of illness.
References
Jung, E., K., Srivastava, K., Abouljoud, M., Okoroha, K., & Davis, J. (2018). Does hospital
consumer assessment of healthcare providers and systems survey correlate with traditional
metrics of patient satisfaction? The challenge of measuring patient pain control and
satisfaction in total joint replacement. Arthroplasty Today, 4(4), 470-474. Doi:
10.1016/j.artd.2018.02.009
Nash, D. B., Joshi, M. S., Ransom, E. R., & Ransom, S. B. (Eds.). (2019). The healthcare quality book: Vision,
strategy, and tools (4th ed.). Health Administration Press.
Okafor, L., & Chen, A.F. (2019). Patient satisfaction and total hip arthroplasty: a review. Arthroplasty 1, 6
https://doi.org/10.1186/s42836-019-0007-3
Click here to ORDER an A++ paper from our Verified MASTERS and DOCTORATE WRITERS: NURS 8302 Discussion Measurement Systems and Methods ANSWER
Sample Answer 2 for NURS 8302 Assignment 1: Organizational Culture Assessment Tool ANSWER
Among the centre of focus of healthcare organizations and nursing settings are ensuring that patients get appropriate care, are satisfied, and are safe in such environments. It is usually important to ascertain whether the organizations meet such goals. While measuring outcomes such as safety may be easier by considering some vital data, it is more challenging to measure patient satisfaction. Healthcare organizations and nursing institutions have used various tools such as scorecards and dashboards for measuring and improving patient satisfaction (Bergeron, 2017)
Even though formulating a balanced scorecard to track patient satisfaction can be controversial due to factors like effectiveness level, data analysis, and implementation, it is important to use the scorecard as a tool. The purpose of this week’s discussion is to identify a healthcare organization or nursing setting that uses a scorecard or dashboard to track patient satisfaction and give a description of the measures used. Besides, the discussion will explore whether the metrics are currently being met and the possible impacts of either meeting or not meeting the metrics.
The Description of the Organization
The organization chosen for discussion is Cleveland Clinic. Even though it is a teaching hospital, the organization also engages in patient care, training and research. In addition, Cleveland Clinic has close to ten community hospitals and over fifteen family health centers. Cleveland also offers its services to both international and local patients (“Cleveland Clinic,” n.d). In the last decade, the organization has been working with various quality indicators through the use of the PSI module, largely informed by the private payers and Federal Payment programs that consider quality indicators when reimbursing.
The Measures Used In the Score Card
Cleveland Clinic uses various measures as an organization, including customer, financial, internal, and employee growth and learning. These categories have various specific measures allied to them that the organization uses to track and improve quality. The organization uses three major patient-focused measures on its scoreboard to measure, track and set improvement goals related to patient experience. The three measures include positive press, referrals, and long-term patient relationships. All these metrics are patient-survey related. For instance, upon discharge, patients are prompted to state whether they can refer other patients to the facility, among other survey questions (“Cleveland,” n.d). The organization values patient and family feedback and enhances the positive paths by sharing the written compliments and survey scores with the staff make them feel valued and improve quality.
Establishment of Goals for the Metrics
Since starting to deal with the quality measure indicators a decade ago, Cleveland Clinic has set goals and reviewed them at various intervals to evaluate how well they are being met. So the organization establishes goals for the discussed metrics. For some time now, the organization has been having patients experience strategic goal and ensure that patients come first. As such, they engage in various services such as listening to the patients and their family members and utilizing the feedback obtained to improve quality, managing data and applying the information in quality improvement, and offering quality training to their caregivers (“Cleveland,” n.d). Currently, at Cleveland Clinic, these metrics are largely being met. Indeed, eight of the Cleveland clinic’s facilities recently got a five-star rating for patient service quality and safety. This indicates that the organization is meeting the patient experience metrics.
Potential Impacts of Not Meeting the Metrics
When an organization fails to meet the patient experience metrics, it implies that various operations are not going well, and specific changes could be needed or even overdue. When the metrics are not met, one of the major impacts is that patients would prefer getting services in other healthcare facilities and a shrinking customer base (Bergeron, 2017). In addition, the facility may fail to attract more competent staff due to a tainted image. If the metrics could not have been met, then the Cleveland clinic could not have been among the top healthcare facilities in America. As such, if it happens that the hospital fails to meet the metrics in the future, the ranking would be lower, and many patients would prefer to go to other facilities. Another potential impact is that the organization may have to take drastic and calculated measures to evaluate the various leadership positions that influence the operations and make necessary changes.
References
Bergeron, B. P. (2017). Performance management in healthcare: from key performance indicators to balanced scorecard. Productivity Press.
Cleveland Clinic. (n.d). Institutes and departments. https://my.clevelandclinic.org/departments.
Cleveland Clinic. (n.d). Patient experience measurement https://my.clevelandclinic.org/departments/patient-experience/depts/office-patient-experience/measurement.
Cleveland Clinic. (n.d). Patient experience. https://www.clevelandclinicabudhabi.ae/en/patients-and-visitors/patient-experience/pages/default.aspx
Sample Answer 3 for NURS 8302 Assignment 1: Organizational Culture Assessment Tool ANSWER
In my specific practice at the new Baptist Hospital in Brent Lane, Pensacola, FL, the interpretation of patient experience measures aligns with a focus on continuous improvement and patient-centered care within our recently established facility (Baptist Health Care, 2023). The introduction of scorecards and dashboards allows us to meticulously measure and track patient experience and care, providing valuable insights to set improvement goals (Baptist Health Care, 2023). Our commitment to transparency and accountability is demonstrated through our participation in HCAHPS, a national, standardized survey that publicly reports patients’ perspectives on hospital care (Baptist Health Care, 2023).
The star ratings derived from HCAHPS surveys serve as a tangible representation of our performance over the years, reflecting the period from July 2014 through June 2015. Regular reviews of patient satisfaction by our President and CEO ensure that we consistently meet and exceed performance expectations. The emphasis on 11 publicly reported measures in the HCAHPS survey reinforces our dedication to understanding and addressing every aspect of patient experience.
Moreover, our recent success in passing the DNV survey with flying colors affirms our commitment to high-quality care and safety standards. On my floor, we take a proactive approach to performance measurement, focusing on key nurse-sensitive indicators such as patient falls, hospital-acquired pressure injuries (HAPI), catheter-associated urinary tract infections (CAUTI), and central line-associated bloodstream infections (CLABSI). Recognizing the potential impact of these indicators on hospital-wide scores, we prioritize patient safety to maintain our reputation for excellence.
The significance of these nurse-sensitive indicators is underscored by their potential impact on overall hospital scores. Nash et al. (2019) aptly highlight the shift in healthcare toward patient-centered care, moving away from traditional fee-for-service models. As we embrace this transformation, the patient experience surveys become vital tools that capture the essence of our care delivery directly from the patients themselves.
In summary, at Baptist Hospital, the patient experience measures serve as not only benchmarks for our performance but also as catalysts for continuous improvement (Baptist Health Care, 2023). By focusing on nurse-sensitive indicators and aligning our practices with patient-centered care principles, we aim not only to meet but to exceed patient expectations, ensuring that our healthcare services are reliable, adequate, and responsive to the ever-evolving needs of our patients (Baptist Health Care, 2023).
Sample Answer 4 for NURS 8302 Assignment 1: Organizational Culture Assessment Tool ANSWER
Baptist Health Care in Pensacola, Florida, is a prominent healthcare system that provides comprehensive medical services to the Gulf Coast region (Baptist Health Care, 2023). Baptist Health Care is known for its commitment to delivering high-quality and patient-centered care (Baptist Health Care, 2023). The organization encompasses several facilities, including hospitals, outpatient centers, and clinics (Baptist Health Care, 2023).
Some key features and services of Baptist Health Care include state-of-the-art medical technology, a range of medical specialties, and a focus on community wellness (Baptist Health Care, 2023). The organization offers a variety of healthcare services, including emergency care, surgical procedures, diagnostic imaging, and primary care.
Summary of the Measures on the Scorecard or Dashboard
Healthcare organizations employ various measures to assess and enhance the patient experience of care, often utilizing scorecards or dashboards to track key metrics. One common approach involves patient satisfaction surveys like the HCAHPS, focusing on communication, responsiveness, and facility cleanliness. Goals are frequently established to achieve positive responses within these categories. Another critical aspect is the measurement of wait times for appointments and emergency services, with the aim of reducing delays to improve overall patient satisfaction. Clinical quality metrics, encompassing infection and readmission rates, are also tracked, with goals set to maintain or enhance healthcare outcomes.
Baptist Healthcare Measures
The Centers for Medicare and Medicaid Services (CMS) awarded Baptist Hospital, Gulf Breeze Hospital and Jay Hospital each a four-star rating for patient experience on its Hospital Compare website (Baptist Health Care, 2023. The three Baptist Health Care (BHC) facilities received the highest ratings of any other hospital within the greater Pensacola area (Baptist Health Care, 2023).
Baptist, Gulf Breeze and Jay hospital’s ratings are based on 11 publicly reported measures in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey (Centers for Medicare and Medicaid Services, 2020).
Star ratings reflect HCAHPS surveys completed from July 2014 through June 2015, as displayed in the Hospital Compare update released on May 4, 2016. Each hospital must have at least 100 completed surveys over a quarterly period and be eligible for public reporting of HCAHPS measures to receive a star rating (Centers for Medicare and Medicaid Services, 2020). The agency released its first star ratings for hospitals in April 2015 and now updates the ratings based on new HCAHPS data on a quarterly basis.
The surveys place the assessment of hospital performance in the hands of the patient. Patients rate their care in key categories such as communication with nurses and responsiveness of physicians and staff. BHC uses the results to trend its own performance and compare to different hospitals in the region (Baptist Health Care, 2023).
Potential Impacts
Effective communication is measured and goals are established to improve interactions between healthcare providers and patients. Accessibility and availability of services are monitored, and goals may center on improving access, such as reducing appointment lead times. Success in meeting these metrics is vital for the organization, as it enhances patient trust, satisfaction, and overall reputation. Organizations that consistently achieve these goals are likely to attract and retain patients, maintaining financial stability and a positive public image (Wyatt, 2018). Conversely, failure to meet these metrics can result in decreased patient trust, lower service utilization, and potential legal and financial repercussions (Wyatt, 2018). Thus, continuous monitoring and improvement in these areas are integral to the long-term success and sustainability of healthcare organizations.
Conclusion
In conclusion, the meticulous measurement and improvement of patient experience metrics within healthcare organizations underscore a commitment to delivering optimal care. From patient satisfaction surveys focusing on communication and responsiveness to the critical assessment of clinical quality metrics, the establishment of goals serves as a guiding principle for continuous enhancement. Addressing factors like wait times and accessibility further contributes to an environment geared towards improved patient satisfaction and overall healthcare outcomes. The significance of meeting these metrics cannot be overstated, as success not only fosters patient trust and satisfaction but also solidifies the organization’s reputation. A healthcare institution that consistently achieves these goals is well-positioned to attract and retain patients, ensuring financial stability and a positive public image. Conversely, falling short in these areas may have profound consequences, eroding patient trust and leading to potential legal and financial challenges. Therefore, the ongoing vigilance and improvement in these critical domains are paramount for the sustained success and resilience of healthcare organizations in meeting the evolving needs of their patient populations.
References
Baptist Health Care (2023). Baptist Health Care Hospitals Score High, Gulf Breeze Hospital earns perfect five-star rating in latest CMS Hospital Compare Website Update. Baptist Health Care | eBaptistHealthCare.org. https://www.ebaptisthealthcare.org/news/baptist-health-care-hospitals-score-high-gulf-breeze-hospital-earns-perfect-five-star-rating-in-latest-cms-hospital-compare-website-update
Centers for Medicare and Medicaid Services. (2020). HCAHPS: Patients’ perspectives of care surveyLinks to an external site.Links to an external site.. https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS
Wyatt, Jamie. “Scorecards, dashboards, and KPIs keys to integrated performance measurement: to effectively measure performance, providers need more than just a balanced scorecard; they also must be able to access performance data from a central data warehouse.” Healthcare Financial Management, vol. 58, no. 2, Feb. 2018, pp. 76+. Gale Academic OneFile, link.gale.com/apps/doc/A113378423/AONE?u=anon~a0b721e6&sid=googleScholar&xid=70794095. Accessed 26 Dec. 2023.
Sample Answer 5 for NURS 8302 Assignment 1: Organizational Culture Assessment Tool ANSWER
The healthcare organization I selected is the new Baptist Hospital in Brent Lane, Pensacola, FL. We have recently moved hospitals (September 2023), so the building is new. We use scorecards and dashboards in which patient experience and care are measured, tracked, and used to set improvement goals. HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) then tells us whether we are at par with the other hospitals in the area. HCAHPS is the first national, standardized, publicly reported survey of patients’ perspectives on hospital care (Centers for Medicare and Medicaid Services, 2020).
Star ratings reflect HCAHPS surveys completed from July 2014 through June 2015, released on May 4, 2016. According to the President and CEO of Baptist Health Care, patient satisfaction is reviewed monthly to ensure we stay on top of our performance expectations. The ratings are based on 11 publicly reported measures in the HCAHPS survey (Baptist Health Care, 2023). The DNV recently surveyed our hospital, and we were told we passed with flying colors. On my floor, we measure performance according to our numbers of patient falls, hospital-acquired pressure injuries (HAPI), catheter-associated urinary tract infections (CAUTI), and central line-associated bloodstream infections (CLABSI).
It is important to score low in these nurse-sensitive indicators as they can also impact hospital-wide scores. The impact of not meeting these metrics for my healthcare organization can be disastrous. “What we had previously assumed to be consistently high-quality care was now revealed to be frequently unreliable and inadequate in meeting patient needs” (Nash et al., 2019, p. 233) until the publication of To Err Is Human and Crossing the Quality Chasm. As the healthcare system is now moving away from fee for volume of services to fee for patient-centered care or services, the surveys are defined by what actually happens from the source of that information: the patients.
References:
Baptist Health Care (2023). Baptist Health Care Hospitals Score High, Gulf Breeze Hospital earns perfect five-star rating in latest CMS Hospital Compare Website Update. Baptist Health Care | eBaptistHealthCare.org. https://www.ebaptisthealthcare.org/news/baptist-health-care-hospitals-score-high-gulf-breeze-hospital-earns-perfect-five-star-rating-in-latest-cms-hospital-compare-website-update
Centers for Medicare and Medicaid Services. (2020). HCAHPS: Patients’ perspectives of care surveyLinks to an external site.Links to an external site.. https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS
Nash, D. B., Joshi, M. S., Ransom, E. R., & Ransom, S. B. (Eds.). (2019). The healthcare quality book: Vision, strategy, and tools (4th ed.). Health Administration Press.
