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AUDIOCONFERENCE ON TAPE OR CD

Sponsored by Quality Improvement Report

presented on February 21, 2007

Public reporting—You can't afford not to.

It's 2007 and your hospital will soon be required to report to CMS on your patient satisfaction surveys, also known as HCAHPS. This March is the last opportunity for hospitals to participate in CMS’ trial run of the HCAHPS. If your facility doesn’t take part in the trial, it won’t be able to submit data to CMS—and you’ll lose out on 2% of your Medicare reimbursement. And later this year, reports will be publicly available.

Are you ready to reveal what happens behind your doors?

Not only do these surveys affect your bottom line, but the public reports will mean that your local community and local media will have access to information on your performance.  Is your public relations group ready? This latest increase in transparency has hospitals scrambling to improve the satisfaction and loyalty of their patients.

Listen to HCPro's audioconference, How to Navigate and Thrive Under the New HCAHPS Reporting Rules. Two expert speakers from Press Ganey Associates—the industry leader in patient satisfaction measurement—tell you everything you need to know about the HCAHPS survey, and give you tips and tools for educating staff, from the top office to the front line. Learn how patient satisfaction ties into employee satisfaction and your overall profitability. Plus, hear the story of one hospital that has already experienced the HCAHPS trial run and get firsthand advice that will help you through the process.

At the end of the audioconference, you will be able to:

• Understand the rules for participation and executing an HCAHPS survey
• Recognize the deadline and timeline for HCAHPS participation
• Identify hospital and patient characteristics normally associated with higher and lower HCAHPS performances
• Identify which individual HCAHPS questions are most highly predictive of HCAHPS outcomes or overall rating
• Choose specifically what actions to take to boost your overall ratings and likelihood that patients will recommend your hospital to family and friends

TAKE A LOOK AT OUR PROGRAM HIGHLIGHTS

• Development of HCAHPS
• Update on the latest information regarding its implementation
• Data on national trends regarding the HCAHPS measures
• Patterns of differences among hospitals and patient types in terms of performance
• Best practices for improving care regarding the HCAHPS domain
• Based on data, which areas should you deal with first
• Case study from St. Luke's Hospital in Cedar Rapids, Iowa

A Q&A session will follow the presentation.

FEATURED SPEAKERS

Deirdre E. Mylod, Ph.D., Vice president, public policy, Press Ganey Associates, South Bend, IN. Dr. Mylod received her Ph.D. in developmental psychology from the University of Notre Dame. In her role at Press Ganey she is responsible for representing Press Ganey's clients in national discussions regarding healthcare quality measurement issues from a policy perspective. Dr. Mylod coordinates Press Ganey's execution of the HCAHPS initiative and is Press Ganey's representative on the National Quality Forum. Her history with the company includes the leadership of the Research and Development department in which she oversaw the development of survey instruments and original research on normative patterns in patient satisfaction.

Jodie Cunningham, Solutions consultant, Press Ganey Associates, South Bend, IN. Ms. Cunningham has been with Press Ganey, the healthcare industry’s leading satisfaction measurement firm, for the past three years and has worked with more than 100 healthcare organizations providing training for hospital staff on the importance of patient satisfaction and offering specific improvement advice. Ms. Cunningham has spoken at regional meetings for the Florida Society for Healthcare Public Relations and Marketing, VHA Northeast, VHA Central, Nestle, and Sodexho. She has also provided training on the HCAHPS survey to numerous clients and at the Iowa Hospital Association and Utah Hospital Association annual meetings.

Kent Jackson, MA, LMSW, Director of children's specialty services, behavioral health at St. Luke's, Cedar Rapids, Iowa. Mr. Jackson has been employed at St. Luke's for more than 19 years and oversees a variety of inpatient and outpatient services and a child protection center. He has spent most of his professional career in the field of behavioral health management. St. Luke's is an acute-care general hospital licensed for 465 beds.  St. Luke's benchmarks patient and physician satisfaction nationally utilizing five Press Ganey surveys (inpatient, outpatient, emergency department, etc.)

WHO SHOULD LISTEN?

QI managers and directors, patient advocates, patient satisfaction services, guest relations, marketing, performance improvement directors, nurses, physicians, pharmacy professionals, CEOs, CFOs, COOs

BONUS MATERIALS INCLUDED IN YOUR MATERIAL PACKET

In addition to the expertise and advice presented during this audioconference, you'll also receive a slide presentation of the program materials along with tools and “take home” items, such as helpful articles on this critical topic. These materials are provided with PDF links.

Purchase a tape or CD of the program and listen when you can. It's also a perfect training tool for new staff or as a refresher for veteran staff.

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• Other Quality/Patient Safety Products