2. • Questionnaire based on HCHAPS methodology
• Paper based survey via direct mailing
• Survey completion rate of 35%+
• 6 monthly intervals, 5 surveys to date
• 400+ hospitals, members aged 18-85 years
• 20,000 surveys completed
SURVEY COVERAGE
3. HCAHPS = Hospital Consumer Assessment of Healthcare
Providers and Systems Survey (pronounced “H-caps”), also
known as the CAHPS® Hospital Survey
Began in 2002, joint development by the Centers for
Medicare & Medicaid Services (CMS) with the Agency for
Healthcare Research and Quality (AHRQ), and the US
Federal Department of Health and Human Services
Provides common metrics (Standards) for collecting and
reporting information about patient experience of care
the HCAHPS Project Team have taken substantial steps to
assure that the survey is credible, useful, and practical.
www.hcahpsonline.org
WHAT IS HCHAPS?
4. Hospital
Medical team
HCF
Care Experience
how the doctors and nurses treated patient
Hospital cleanliness, service, & pain control
Health Outcomes & Unexpected Events
FOCUS OF QUESTIONNAIRE
Recommendation of
hospital experience to
friends/colleagues
15. 70% would recommend
Medication Provision Requires Improvement
5% reported “never” or “sometimes” when
asked if staff did everything to control their pain
6% reported “never” or “sometimes” when
asked if their pain was well controlled
10% reported “never” or “sometimes” when
asked if staff explained new medicine purpose.
31% reported “never” or “sometimes” to side
effects being explained.
18. 70% would recommend
Health Outcome: Expectation vs Result
Individual record analysis shows that 2 in 3
people’s health expectation matched their
perceived outcome (66%).
(i.e. “Much Worse” “Much Worse”,
About the same “About the same”, etc)
18% of people reported a better outcome than
expected.
16% of people reported a worse outcome than
they expected.
19. 70% would recommend
Would I have had treatment if outcome known?
9% would not or doubtful…education!
20. 70% would recommend
Safety & Quality/Patient Outcomes
An important part if the HCF Patient Satisfaction
survey is to monitor unexpected events that the
member reports.
14% of members surveyed self reported an
unexpected event.
AIHW reports an adverse event rate of 5.3% in
2011-12. (6.1% in public hospitals and 3.9% in
private hospitals)
24. 70% would recommend
Future direction of Hospital Survey
Focus on top 100 hospitals HCF members use
Greater focus on Public hospitals
Reduction in number of Questions
Partial shift to email based surveys
Timely reports to Hospitals
Future publication to members
25. 70% would recommend
What will HCF do with the Results ?
Publicly announced best hospitals
(Only Top 100 hospitals that HCF members
utilise so not appropriate to publish all)
Provide results back to hospitals
Use results internally for contract negotiation's
to achieve improvements for HCF members.
Future – publish individual results to HCF
members to assist health care decisions and
improve patient outcomes.
