Enhancing Patient Experience in Healthcare Leadership
Learn about the importance of patient experience, the Quadruple Aim, and the impact on healthcare outcomes. Discover the PX Measurement Overview and key differences between CGCAHPS and ACO CAHPS surveys. Understand the domains of CGCAHPS ratings and questions related to service reliability. Gain insights into strategies to drive consumerism and loyalty in healthcare.
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Presentation Transcript
NEW CLINICIAN LEADERSHIP PROGRAM Patient Experience
Why Does Patient Experience Matter? Treating patients well is the right thing to do. Positive patient experience is associated with safer care and better health outcomes. Value Based Purchasing has tied Medicare and ACO reimbursement to patient experience scores Patient experience impacts our reputation Personalized experiences: consumers want to be heard, understood, and given clear directions tailored to their individual needs.
PX Measurement Overview Harmonized Advocate Aurora approach Designed to: Drive consumerism and loyalty Understand and communicate easily Align with how the external world sees us Additional Focus on Loyalty - Likelihood to Recommend question Evidenced based improvement strategies and scoring methodology
CGCAHPS vs. ACO CAHPS WI & IL: 2019 CGCAHPS survey inclusions 2018 WI: CGCAHPS survey inclusions 2018 IL: CGCAHPS survey inclusions 2018 CMS: ACO CAHPS survey inclusions CGCAHPS Domains Rating of provider Yes Yes Yes Yes - Weighted BASE Likely to Recommend Yes Yes No Yes - Weighted Access to Care Yes Yes Yes Yes - Weighted Care Coordination Yes Yes Yes Yes - Weighted Physician Communication Yes Yes Yes Yes - Weighted Office Staff Yes Yes Yes Yes - Weighted EXTENDED Between Visit Communication Primary Care only No No No Shared Decision Making Primary Care only Yes Yes Yes Watch List Education about Medication Primary Care only No No No Access to Specialists Primary Care only No Yes Yes Watch List Health Promotion & Education Primary Care only No Yes Yes Watch List Stewardship of Patient Resources Primary Care only Yes Yes Yes Watch List
CGCAHPS Questions CGCAHPS Service Reliability Questions Included Clerks/receptionists helpful Clerks treat with courtesy/respect Provider expl in way you understand Provider listen carefully to you Give easy to understand instruction Know important info medical history Show respect for what you say Spend enough time with you Right away appt as soon as needed Routine appt/chk-up soon as needed Phn during offc hrs answr same day Phn after offc hrs answr same day See provider w/n 15 min this visit Office follow-up w test results Provider have medical records Health team ask about Rx meds CGCAHPS Service Reliability Questions Excluded Rate Provider 0-10 Recommend this provider s office Prov ask best for you surgery Reasons to take med Prov respect wish about info share Reasons not to have surgery Reasons not to take med Reasons to have surgery Specialist know med history Talk about how to prevent illness Talk about specific health goals Prov talk about share info w fam Prov ask best for you Rx Try to make appt w specialist Talk about diet and eating Talk about exercise and activity Health team ask about feelings Health team ask about life stress Domain Domain Global Questions Office Staff Quality Shared Decision Making Physician Comm Quality Access to Specialists Health Promotion and Education Shared Decision Making Access to Care 3 month Access to Specialists Health Promotion and Education Care Coordination Stewardship of Patient Resources Discuss med cost w health team Loyalty measure Measures to be retired per CMS Watchlist measures
2019 Patient Experience Focus Overall Weight Ensures we are establishing life long relationships with our patients. Rationale: An important measure to gauge consumer/patient loyalty 20% Loyalty Reliability and Satisfaction Ensures team members provide a consistent Signature Experience Always Aligns with public reporting, reimbursement initiatives, and High Reliability Journey Rationale: Provide focus on actionable areas for improvement 80%
Advocate Aurora Health Signature Experience Helps people live well by providing a safe, excellent, compassionate and respectful experience for patients, loved ones, and each other.
NEW CLINICIAN LEADERSHIP PROGRAM Civil Rights Compliance Joelle Espinosa, J.D.
Intersection of Civil Rights and Health Care Protected Classes Responsibilities of team members when treating patients/members of a protected class Diversity and Inclusion
How I Can Help You Policy questions Accommodation requests Discrimination concerns Access to interpreter services or translation of vital documents Consults Other
