HSAD 8325 PBHL 8093

1
HSAD 8325 / PBHL 8093

• HEALTH CARE QUALITY MANAGEMENT
• SERVICE DEFINITION

2
DEFINING PATIENTS VIEW OF QUALITY

• MAJOR POLICY QUESTION
• DOES THE METHOD USED TO MEASURE PATIENTS
  PERCEPTION OF QUALITY CAPTURE ITEMS OF IMPORTANCE
  TO THE PATIENT, OR DOES IT CAPTURE ITEMS OF
  IMPORTANTANCE TO ADMINISTRATORS OR PAYORS?

3
PATIENT EXPECTATIONS OF THE HEALTH CARE SYSTEM

• KAISER FOUNDATION POLL
• ABC POLL
• GALLUP POLL
• COMONWEALTH FUND POLL

4
PATIENT CENTERED CARE(IOM)

• RESPECT FOR PATIENTS VALUES, PREFERENCES AND
  EXPRESSED NEEDS
• COORDINATION AND INTEGRATION OF CARE
• INFORMATION, COMMUNICATION AND EDUCATION
• PHYSICAL COMFORT
• EMOTIONAL SUPPORT RELIEVE FEAR AND ANXIETY
• INVOLVEMENT OF FAMILY AND FRIENDS
• CONTINUITY AND TRANSITION
• ACCESS TO CARE

5
GENERAL MEASURES OF SERVICE SATISFACTION(SERVQUAL
)
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SOURCES OF INFORMATION ON PATIENT EXPERIENCES

• SURVEYS-PATIENT SATISFACTION
• PATIENT INTERVIEWS
• FOCUS GROUPS
• WALKTHROUGH
• PATIENT SHADOWING
• ADVISORY COUNCILS
• INTERNET FEEDBACK PAGE

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ISSUES WITH PATIENT SURVEYS

• READABILITY CAN THE INTENDED POPULATION READ
  AND UNDERSTAND THE QUESTIONS
• VALIDITY DOES THE SURVEY MEASURE WHAT IT IS
  SUPPOSE TO MEASURE
• RELIABILITY-WILL THE RESULTS BE CONSISTENT ACROSS
  SITES AND TIME
• BIAS-DOES THE ADMINISTRATION OF THE SURVEY
  ELIMINATE BIAS
• RESPONSE RATE- DOES THE ADMINISTRATION OF THE
  SURVEY PRODUCE A STATISTICALLY ACCEPTABLE
  RESPONSE RATE

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PATIENT SATISFACTION SURVEYS

• MOST COMMON SURVEYS
• INPATIENT CARE
• OUTPATIENT CARE
• EMERGENCY ROOM
• AMBULATORY SURGERY

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MAJOR PATIENT SATISFACTION COMPANIES

• PRESS GANEY ASSOCIATES
• JACKSON ORGANIZATION
• NATIONAL RESEARCH CORPORATION
• HR SOLUTIONS
• PEARSON NCS
• PROFESSIONAL RESEARCH CONSULTANTS
• PEACE HEALTH
• AVATAR INTERNATIONAL INC.
• SSM HEALTH CARE

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CAHPSCONSUMER ASSESSMENT OF HEALTH PLANS SURVEY

• 47 QUESTIONS (COMMERCIAL ADULT)
• ENROLLMENT/COVERAGE
• PROVIDER RELATIONSHIP
• GETTING NEEDED CARE
• GETTING CARE QUICKLY
• UTILIZATION
• HOW WELL DOCTORS COMMUNICATE
• COURTESY, RESPECT AND HELPFULNESS OF OFFICE STAFF
• GLOBAL RATINGS (DOCTOR, SPECIALIST, HEALTH CARE,
  PLAN)
• HEALTH PLAN CUSTOMER SERVICE INFORMATION, AND
  PAPERWORK
• HEALTH STATUS
• DEMOGRAPHICS
• PROXY RESPONDENT

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HOSPITAL CAHPS

• 32 QUESTIONS, 7 DOMAINS
• NURSE COMMUNICATION
• 2. NURSING SERVICES
• 3. DOCTOR COMMUNICATION
• 4. PHYSICAL ENVIRONMENT
• 5. PAIN CONTROL
• 6. COMMUNCIATION ABOUT MEDICINES
• DISCHARAGE INFORMATION
• GLOBAL RATINGS
• NURSING CARE
• DOCTOR CARE
• HOSPITAL CARE
• RECOMMEND TO FAMILY OR FRIENDS

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AMBULATORY CONSUMER ASSESSMENT OF HEALTH PLANS
SURVEY (ACAHPS)

• PROVIDING CARE QUICKLY (ACCESS)
• PROVIDING NEEDED CARE (ACCESS)
• DOCTOR COMMUNICATION
• OFFICESTAFF COURTESY, HELPFULNESS AND RESPECT
• SHARED DECISION MAKING
• HEALTH PROMOTION AND EDUCATION
• CUSTOMER SERVICE
• GLOBAL EVALUATION