HCAHPS: Patient Care Experience in the Hospital
Hours: 1.25
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.
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.
Ohio Social Worker Board
Ohio Counselor, Social Worker and Marriage and Family Therapist Board (CEBroker Provider # 50-290)
This activity is approved for 1.25 contact hours.
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.
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, NEA-BC, FACHE(r)
Deborah K. Zastocki, DNP, Ed.M. MA, RN, retired NEA-BC, FACHE(r) is currently founder and president of Legacy Healthcare Management Consulting in North Carolina. 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.
