MBQIP: Hospital Consumer Assessment of Healthcare Providers and Systems

The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. While many hospitals have collected information on patient satisfaction, prior to HCAHPS there was no national standard for collecting or publicly reporting patients' perspectives of care information that would enable valid comparisons to be made across all hospitals. In order to make "apples to apples" comparisons to support consumer choice, it was necessary to introduce a standard measurement approach: the HCAHPS survey, which is also known as the CAHPS' Hospital Survey, or Hospital CAHPS. HCAHPS is a core set of questions that can be combined with a broader, customized set of hospital-specific items. HCAHPS survey items complement the data hospitals currently collect to support improvements in internal customer services and quality related activities.

About the Survey

The HCAHPS survey contains 21 patient perspectives on care and patient rating items that encompass nine key topics: communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication about medicines, discharge information, cleanliness of the hospital environment, quietness of the hospital environment, and transition of care. The survey also includes four screener questions and seven demographic items, which are used for adjusting the mix of patients across hospitals and for analytical purposes. The survey is 32 questions in length.

Webinar Series Offered

Everyone’s a Caregiver Mastery Frontline Series - HCAHPS SKILLS FOR EVERYONE™ AND HCAHPS NURSING SKILLS™ is free to each North Dakota Critical Access Hospital (CAH), through sponsorship of the National Organization of State Offices of Rural Health (NOSORH). The content is designed to educate, engage and empower everyone to provide a world class, compassionate patient experience in just one hour a month for 11 months.

The Everyone’s a Caregiver™ Mastery Frontline Series (EACM™), includes:

  • HCAHPS skills, competencies, and best practices
  • 34 designed for everyone (5 webinars)
  • 53 targeted for nursing (6 webinars)

Each webinar includes:

  • A downloadable learning guide
  • Step-by-step "DO IT" implementation recommendations

The series is equally valuable and relevant for your caregivers in the:

  • Emergency Department
  • Ambulatory Surgery/Outpatient Department
  • Medical Practice
  • Skilled Nursing/Long Term Care

All Webinars are scheduled on the third Friday of the month at 11:00 am Central.

If anyone misses a scheduled webinar, they can access the Everyone’s a Caregiver™ Mastery Series most recent videos for two full weeks following the premier of that webinar.

Click the link below to view the schedule and registration information for the webinar series.

If you need assistance please contact Julie Frankl at julie.frankl@med.und.edu or (701) 777-6781.

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