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Tami Gilbert - Increase Your HCAHPS Score

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Tami Gilbert's presentation looking at ways to increase your HCAHPS score through better employee engagement.

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Tami Gilbert - Increase Your HCAHPS Score

  1. 1. Increase Your HCAHPS Score Through Better Employee Engagement
  2. 2. • Lower patient satisfaction levels in the hospitals found to be associated with dissatisfied or burned out nurses —a finding that signals problems with quality of care. Statistics: 2Increasing Your Bottom Line Through Employee Retention
  3. 3. • Improving nurses’ working conditions and satisfaction may improve both nurses’ and patients’ satisfaction as well as the quality of care. Statistics: 3Increasing Your Bottom Line Through Employee Retention
  4. 4. U.S Hospital HCAHPS Score • Communication with nurses = 80 • Communication with Doctors =82 • Responsiveness of Hospital Staff = 68 • Pain management = 71 • Comm. about medicine = 65 Statistics: 4Increasing Your Bottom Line Through Employee Retention
  5. 5. U.S Hospital HCAHPS Score • Cleanliness of Hospital environment = 74 • Quietness of Hospital Environment = 62 • Discharge info = 86 • Care Transition = 52 • Overall Hospital rating = 71 Statistics: 5Increasing Your Bottom Line Through Employee Retention
  6. 6. 2 43 1 Staff Responsiveness - answering call bells and responding to toileting needs Food Services– quality of food and the courtesy of those who serve it. Doctor & Nurse Communication - respect, listening skills and communication ability of doctors & nurses, pain & discharge information Hospital Environment - cleanliness and quietness of the hospital What Does The HCAHPS Survey Measures? 6Increasing Your Bottom Line Through Employee Retention
  7. 7. The Impact of Worker’s Disengagement = Low HCAHPS Score 1 2 3 Financial Cost: • Employee turnover • Low customer satisfaction • Low HCAHPS survey score (patient satisfaction survey required by CMS) • Low government reimburse • Poor reputation • Increase stressed • Increase sick days • Low morale • Low productivity • Dissatisfied employ & patient 7Increasing Your Bottom Line Through Employee Retention
  8. 8. • Tami Gilbert, RN, MSN, MBA • Author – Career CPR • Speaker • 9 years as a Bedside Nurse • 3 years as Nurse Manager & Director of Nursing • 12 years as Case Manager/ Utilization Review • 2 Years of Quality Improvement Your Workshop Facilitator 8Increasing Your Bottom Line Through Employee Retention
  9. 9. Employee Engagement Opportunity Workshops: • Increase Job Satisfaction • Prevent Burnout • Understand your value • Purposeful Communication • Gift of GAB Training Provides: • Stress Management • Taking ownership • Becoming team player • Improve communication skills • Increase own value 9Increasing Your Bottom Line Through Employee Retention
  10. 10. Results 1 0Increasing Your Bottom Line Through Employee Retention • Increased Employee Job Satisfaction • Cohesive team • Employee Retention • Increase HCAHPS Score • Best Patient Experience • Increase Patient Satisfaction • Increase in Bottom Line (Profit)
  11. 11. 2 43 1 • Physicians • Food Service Staff • Nursing Staff • Rehab Services Staff • Respiratory Staff • Support Staff • Hospital Environmental Service Staff Employees We Train 1 1Increasing Your Bottom Line Through Employee Retention
  12. 12. + Workshop Outline Handout Book + Handout For Your Employees 1 2Increasing Your Bottom Line Through Employee Retention
  13. 13. To schedule your employee for the Workshop and Training Call 847-943-9014 or Email: info@tamigilbert.com

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