HCAHPS: Patient Care Experience in the Hospital
Hospitals and providers currently receive reimbursement by meeting criteria established by the Centers for Medicare & Medicaid Services (CMS). Quality measures and length of stay data are measures that affect hospital reimbursement. Yet the patient’s experience of care also remains a key factor in hospital reimbursement models. CMS uses the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey to measure the patient’s experience, and nursing care is one part of the survey. Hospitals that perform well on the HCAHPS ratings are more likely to receive better reimbursement and bonuses. Nurses impact hospital ratings and reimbursement by providing the patient with a positive care experience.
The goal of this course is to educate healthcare professionals about the impact of their interactions with patients on patients’ experience with care and healthcare outcomes.
Hospitals and providers currently receive reimbursement by meeting criteria established by the Centers for Medicare & Medicaid Services (CMS). Quality measures and length of stay data are measures that affect hospital reimbursement. Yet the patient’s experience of care also remains a key factor in hospital reimbursement models. CMS uses the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey to measure the patient’s experience, and nursing care is one part of the survey. Hospitals that perform well on the HCAHPS ratings are more likely to receive better reimbursement and bonuses. Nurses impact hospital ratings and reimbursement by providing the patient with a positive care experience. The goal of this course is to educate healthcare professionals about the impact of their interactions with patients on patients’ experience with care and healthcare outcomes.
American Nurses Credentialing Center
In support of improving patient care, Relias LLC is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.
Nurses will receive 1.25 Nursing Contact Hours after successfully completing this course.
American Society for Clinical Laboratory Science
Relias LLC is approved as a provider of continuing education programs in the clinical laboratory sciences by the ASCLS P.A.C.E. ® Program.
Arkansas State Board of Nursing
Arkansas State Board Of Nursing Approved Continuing Education program (CEBroker Provider #50-290).
Nurses will receive 1.25 contact hours for participating in this course.
Association of Social Work Boards
As a Jointly Accredited Organization, Relias LLC is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Relias LLC maintains responsibility for this course. Social workers completing this course receive 1.25 General continuing education credits.
Course Delivery Format: Asynchronous Distance Learning-interaction includes quizzes with questions and answers, post-tests. This module is Reading-Based Online.
California Board of Registered Nursing
Provider approved by the California Board of Registered Nursing, CEP# 13791
Nurses will receive 1.25 contact hours for participating in this course.
District of Columbia Board of Nursing
District of Columbia Board of Nursing Approved Continuing Education program (CEBroker Provider #50-290).
Nurses will receive 1.2000 contact hours for participating in this course.
Florida Board of Clinical Laboratory Personnel
Florida Board of Clinical Laboratory Personnel (CEBroker Provider #: 50-290)
Clinical Laboratory Personnel will receive 1.0000 contact hours for participating in this course.
Florida Board of Clinical Social Work, Marriage and Family Therapy and Mental Health Counseling
Florida Board of Clinical Social Work, Marriage and Family Therapy and Mental Health Counseling (CEBroker Provider #50-290)
This activity is approved for 1.25 contact hours.
Florida Board of Nursing
Florida Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.0000 contact hours for participating in this course.
Georgia Board of Nursing
Georgia Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.25 contact hours for participating in this course.
Kentucky Board of Nursing
Kentucky Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.25 contact hours for participating in this course.
Louisiana Board of Medical Examiners- Clinical Laboratory Personnel
Louisiana Board of Medical Examiners - Clinical Laboratory Personnel (CEBroker Provider #50-290)
Mississippi Board of Nursing
Mississippi Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.25 contact hours for participating in this course.
New Mexico Board of Nursing
New Mexico Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.25 contact hours for participating in this course.
New York State Education Department, Office of the Professions, Division of Professional Licensing Services, Social Work Unit
Relias, LLC is recognized by the New York State Education Department's State Board for Social Work as an approved provider of continuing education for licensed social workers #SW-0009.
Materials that are included in this course may include interventions and modalities that are beyond the authorized practice of licensed master social work and licensed clinical social work in New York. As a licensed professional, you are responsible for reviewing the scope of practice, including activities that are defined in law as beyond the boundaries of practice for an LMSW and LCSW. A licensee who practices beyond the authorized scope of practice could be charged with unprofessional conduct under the Education Law and Regents Rules.
As a provider of online, asynchronous education, some courses offered by Relias Learning are considered “self-study” under section 74.10(c)(2)(ii)(b)(4) of the Commissioner’s Regulations. The regulations limit self-study activities taken from a provider approved by the Education Department to no more than 12 hours in the 36-month registration period or one-third of the hours in a registration period other than 36 months.
Social workers will receive 1.25 continuing education hours for participating in this course. This activity is approved for 1.25 contact hours.
North Dakota Board of Nursing
North Dakota Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.25 contact hours for participating in this course.
Ohio Social Worker Board
Ohio Counselor, Social Worker and Marriage and Family Therapist Board Provider #RSX091903 (CEBroker Provider # 50-290)
This activity is approved for 1.25 contact hours.
South Carolina Board of Nursing
South Carolina Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.25 contact hours for participating in this course.
South Carolina Board of Social Work Examiners
South Carolina Board of Social Work Examiners (CEBroker Provider 50-290)
Tennessee Medical Laboratory Board
Tennessee Medical Laboratory Board (CEBroker Provider #50-290)
West Virginia Board of Registered Nursing
West Virginia Board of Registered Nursing (CEBroker Provider #50-290)
Nurses will receive 1.25 contact hours for participating in this course.
West Virginia Board of Social Work
West Virginia Board of Social Work (CEBroker Provider #50-290)
Describe the impact of patients’ perception of their care experience on hospital reimbursement.
Discuss HCAHPS survey questions about staff responsiveness and strategies for improving survey ratings for these items.
Discuss the HCAHPS survey questions about medications and strategies for improving survey ratings for these items.
Outline:
Section 1: Introduction
About This Course
Learning Objectives
Section 2: Overview
Hospital Reimbursement
The Patient Experience
Why Is the Patient Experience Important?
Impact of Patient Satisfaction with the Care Experience and Reimbursement
Section 3: Improving the Patient Experience
HCAHPS Survey: Responding to Patient Requests
Educating Patients about Drugs
Section 4: Communication
Use of Communication Tools
Improve Nurse-Patient Communication
Patient Education
Follow-Up
Better Patient Experiences Lead to Better HCAHPS Scores
Section 5: Clinical Vignette
Practice What You Have Learned
Section 6: Conclusion
Course Summary
Course Contributors
Resources
References
Instructor: Deborah Zastocki, DNP, EdM, MA, RN, retired NEA-BC, FACHE(r)
Deborah K. Zastocki, DNP, Ed.M. MA, RN, retired NEA-BC, FACHE(r) is the founder and president of Legacy Healthcare Management Consulting in North Carolina and an executive coach and content expert for the Healthcare Experience Foundation.. She received her BSN from the University of Rhode Island, both master's degrees from Teachers College Columbia University, and her DNP from the University of Medicine and Dentistry of NJ. Dr. Zastocki has over 30 years of experience, with a professional career that included a journey from staff nurse to nurse executive roles, authorship, adjunct faculty, and healthcare executive leadership. Dr. Zastocki is the former president and CEO of Chilton Medical Center and became a health system executive with Atlantic Health System in New Jersey, after system integration.Writer: Carrie Furberg, BSN, RN, CRN
Carrie Furberg, BSN, RN, CRN, has over ten years' experience in radiology nursing, in vascular and interventional radiology as well as all imaging modalities. She is a Certified Radiology Nurse with clinical expertise in procedural sedation, cardiac CT, and radiation safety, and has prior experience in critical care, cardiac stepdown, and emergency care. She is a member of the Association for Radiologic and Imaging Nursing (ARIN) and RAD-AID International.
The target audience for this course is: Entry level Clinical Laboratory Personnel; Intermediate level Social Workers; Nurses; Pharmacists; in the following settings: Acute Care Facility.
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.
