Patients are also customers, and their experience impacts the agency. The patient's experience shapes what they tell their friends and family about their care as well as impacting agency star ratings and payment under HHVBP.

While agencies focus efforts on quality programs, staffing, marketing, and financial strategies with gains being realized and measured, they often struggle when it comes to approaches for improving patient experience ratings. This series will take agencies through best practices of working within their organization to show improvement in these ratings.  How can your agency staff specifically focus on improving the patient experience?

This series will breakdown the CAHPS survey for management professionals into the three key categories of scoring.  These sessions will also take a look at how the patient experience impacts the agency’s bottom line for HHVBP and star ratings.  Taught by Melinda Gaboury, CEO of Healthcare Provider Solutions.  This will ensure managers and C-Suites identify where opportunities are being left on the table.

June 3 - HH CAHPS Section 1 – Care of Patients
June 10 - HH CAHPS Section 2 – Communication Between Providers & Patients
June 19 - HH CAHPS Section 3 – Specific Care Issues

Objectives

• Define scores that are lacking throughout the country in HHCAHPS measure scores from HHVBP data and Star Ratings.
• Identify the core elements that are failing in the HHCAHPS measures for their agency.
• Describe the content of questions that are specifically used in calculating the HHVBP measure scores and Star Ratings.
• Formulate best practices for improving scores for each measure.

Structure an effective improvement plan for their organization.