HCF Hospital Patient

Experience Survey

Chris Wallace

July 2013

• 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

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?

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

70% would recommend Recommend Hospital to Friends or Colleagues

Most are likely

to recommend

their hospital

70% would recommend Consistent results over time - Marginal gain.

70% would recommend Private Hospital Score Better than Public

70% would recommend Acute Overnight & Day Only Admissions

70% would recommend Overall Recommendation Scores Positive !

70% would recommend Why Scored Hospital 6 or Less

8.4% of survey respondents

70% would recommend Why Scored Medical Team 6 or Less

4.3% of survey respondents

70% would recommend Why Scored HCF 6 or Less

4.6% of survey respondents

70% would recommend Doctors scored marginally higher than Nurses

70% would recommend Overall 14% Not Happy with Hospital Services

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.

70% would recommend Discharge Planning Good BUT Could Be Better

70% would recommend Perceived Health Outcome after Hospitalisation

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.

70% would recommend Would I have had treatment if outcome known?

9% would not or doubtful…education!

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)

70% would recommend Adverse Events Reported Consistent Over Time

70% would recommend Distribution of Adverse Events

70% would recommend Adverse Events - In Hospital & After Discharge

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

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.