Patient Experience Latest Update with Verified Solutions

Patient Experience Latest Update with Verified Solutions Mean The average Median The middle value in a list of numbers Mode The number that is repeated the most; the most frequent value Range The highest minus the lowest score and a gross measure of variability. Exclusive range is the highest score minus the lowest score. Inclusive range is the highest score minus the lowest score plus 1. Standard Deviation A measure of how spread out numbers are. The formula: the square root of the variance; measures variability and separates normal variation from true variation; the average deviation from the mean. The lower the number, the less the variation, the closer to the mean Variance The average of the squared differences from the Mean; the average squared deviation from the mean. It measures the dispersion of the data set. Qualitative data Data that approximates or characterizes but does not measure the attributes, characteristics, properties, etc. of a thing or phenomenon. It describes. Quantitative data Data that can be quantified and verified, and is amenable to statistical manipulation. It defines. Valid Measures what its supposed to measure Reliable Produces similar results under consistent conditions Descriptive statistics Mathematical quantities (such as mean, median, standard deviation) that summarize and interpret some of the properties of a set of data (sample) but do not infer the properties of the population from which the sample was drawn. Inferential statistics Mathematical methods that employ probability theory for deducing (inferring) the properties of a population from the analysis of the properties of a data sample drawn from it. Flow chart A diagram of the sequence of movements or actions of people or things involved in a complex system or activity Run chart A line graph of data plotted over time. Use to find trends or patterns in the process. Cannot tell you if a process is stable. Sampling A tool that is used to indicate how much data to collect and how often it should be collected. Control chart A graph used to study how a process changes over time. Always has a central line for the average, an upper line for the upper control limit, and a lower line for the lower control limit. Mission Statement Defines the company's business, its objectives, and its approach to reach those objectives Vision Statement Describes the desired future position of the company. PQRS The Physician Quality Reporting System. A quality reporting program that encourages individual eligible professionals and group practices to report information on the quality of care to Medicare. ACO Accountable Care Organizations are groups of doctors, hospitals, and other health care providers, who come together voluntarily to give coordinated high quality care to their Medicare patients. Year of the Patient Bill of Rights 1998 The Patient's Bill ofRights was created to try to reach 3 major goals: 1. To help patients feel more confident in the US health care system; 2. To stress the importance of a strong relationship between patients and their health care providers; 3. To stress the key role patients play in staying healthy by laying out rights and responsibilities for all patients and health care providers The 8 key areas of the Patient's Bill of Rights 1. Information for patients; 2. Choice of providers and plans; 3. Access to emergency services; 4. Taking part in treatment decisions; 5. Respect and non-discrimination; 6. Confidentiality (privacy) of health information; 7. Complaints and appeals; 8. Consumer responsibilities What are the patient's rights under HIPAA? Receive a privacy notice to inform them about how protected information will be used and disclosed; • Request that uses and disclosure of protected information be restricted (covered entities are not required to always agree to restrictions); • Inspect, copy and amend their medical records (providers are allowed to charge a reasonable fee for copying expenses); • Get an accounting of the disclosure of their protected information for the past six years; and • File a complaint. Core concepts of Patient and Family Centered Care Dignity and Respect, Information Sharing, Participation, and Collaboration The Eight Wastes of Lean TIM WOODS: Transport, Inventory, Motion, Waiting, Over-production, Over-processing, Defects, and Skills Level One Service Recovery A situation that occurs when a front line staff member becomes aware of a patient's concern and is able to resolve it satisfactorily. Level Two Service Recovery Staffers elevate the concern to a manager or charge nurse. Sometimes the involvement of the manager makes the patient feel that his/her concerns were taken more seriously. Level Three Recovery Encompasses involving the Patient Advocate or Patient Advocacy Department. Most patient complaints involve? Communication and information issues Three goals of HCAHPS 1. Produce data about patients' perceptions of care; 2. create new incentives for hospitals to improve quality of care; 3. enhance public accountability in healthcare by increasing transparency regarding quality of care HCAHPS currently available in what languages? English, Spanish, Chinese, Russian, Vietnamese, and Portuguese HCAHPS is a Satisfaction or Experience survey? Experience Each hospital aims for how many surveys per year? 300 Total number of questions on standard HCAHPS 27 Triple Aim: Improve the health of the population; enhance the patient experience of care; reduce the per capita cost of care Four steps of Experience-Based Design Capture the Experience; Understand the Experience; Improve the Experience; and Measure the Experience Capital "N" All possible data points, i.e., All patients who responded to our survey Little "n" Number in sample, i.e., All Med-Surg patients who responded to our survey Correlation A measure of how closely related two answers are. Scale is 0 to 1.0/-1.0 Positive Correlation As one measure goes up or down, so does the other, they move together Negative Correlation As one number goes up, the other goes down About how many hospitals participate in HCAHPS? About 4,000, with over 3.0 million patients completing the survey. Publicly reported HCAHPS are based on? Based on 4 consecutive quarters of patient surveys. Types of quality measures Structure, Process, or Outcome What is a "structural measure"? Gives consumers a sense of a health care provider's capacity, systems, and processes to provide high-quality care, like whether the organization uses EMRs or Medication order entry systems What is a "process measure"? Indicate what a provider does to maintain or improve health, either for healthy people or for those diagnosed with a health care condition. The majority of health care quality measures used for public reporting are process measures. For example, The percentage of people receiving preventive services; percentage of people with diabetes who had their blood sugar tested and controlled. What is an "outcome measure"? Reflect the impact of the health care service or intervention on the health status of patients, e.g., some examples of metrics for outcome measures include mortality rates, readmission rates, and surgical site infection rates. What are the six domains of health care quality? Safe, Timely, Effective, Efficient, Equitable, Patient-Centered Beryl Institute: 4 Concepts of Patient Experience Interactions, Culture, Continuum of Care, Perceptions What is "Patient Experience"? The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care. Two types of disclosures of adverse events Clinical disclosure and institutional disclosure How soon after discharge can a patient be surveyed? Between 48 hours and 6 weeks Four steps of developing a PX strategic communication plan: 1. Assess current state; 2. Review critical documents; 3. Identify gaps in policy; 4. Create communication plan What is a burning platform? This flame causes a need for change, that is, a need to move forward and get off the existing platform. Identifying and articulating a burning platform is a necessary ingredient for change to occur. What is Muda? Waste, futility, uselessness, idleness, superfluity What is Mura? Unevenness, irregularity, lack of uniformity, inequality What is Muri? Overburden, unreasonableness, beyond one's power, too difficult, excessive Effective Change Equation Q x A = E: Qualitative Technical Solution x Acceptance Engagement = Overall Effectiveness Creating a Shared Need The reason to change, whether driven by threat or opportunity, is instilled. The need for change must exceed its resistance. Shared Decision Making SDM: a collaborative process that allows patients and their providers to make health care decisions together. It takes into account the best clinical evidence available, as well as the patient's values and preferences. Shared decision making is not a goal. CRP Communication and Resolution Program LOWLINE Model for De-escalation Listen, Offer, Wait, Look, Incline (the head), Nod, Express When to use a Pareto Chart? When analyzing data about the frequency of problems or causes in a process; When there are many problems or causes and you want to focus on the most signficant When to use Fishbone Ishikawa diagram? Identifies many possible causes for an effect or problem and sorts ideas into useful categories Scatter diagram Graphs pairs of numerical data, with one variable on each axis, to help look for a relationship. When to use Stratification? Before collecting data; when data come from several sources (shifts, days, suppliers) When to use Histogram? Data are numerical; need to see shape of data's distribution, when you need to communicate the distribution of data quickly and easily to others