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MEASURING WHAT'S IMPORTANT

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CAHPS

EMPLOYEE EXPERIENCE

October 2009 FOCUS

Welcome

We dive into HCAHPS in this edition of NRC Picker FOCUS. We review the September HCAHPS Community Call, learn about non-verbal communication and explore one of the lowest scoring HCAHPS composites, Quiet at Night, with our Catalyst Improvement Resource white paper, “Quiet Please. I’m trying to Recover: Strategies for Reducing Noise in the Hospital Environment.”

We welcome your suggestions for content in the NRC Picker monthly FOCUS newsletter. It’s important to us to provide education, resources and information that advance the important work that you do. If you have suggestions for stories, please contact FOCUS editor, Jessica Kennedy at jkennedy@nrcpicker.com.

It’s a green light for Catalyst

NRC Picker is working diligently to transition clients to Catalyst, with the first ones launching last month. As many of you know, Catalyst is NRC Picker’s new reporting and quality improvement tool which pushes data in scorecard format to your key stakeholders. It also provides data analysis tools and a prescriptive quality improvement system. Learn more about our exciting new product.

Four Pointers on Nonverbal Communication

Communication – verbal and nonverbal – plays a critical role in the care experience and patient-centered care. It’s reflected in the HCAHPS composites of Communication with Doctors, Communication with Nurses, Discharge and Communication about Medication. Patient-centered care expert Wendy Leebov provides actionable tactics for improved non-verbal communication with patients. Read about them here.

Improving The Patient Experience At UCLA Health System

UCLA Health System, based in southern California, is dedicated to patient-centered care. Composed of Ronald Reagan UCLA Medical Center and Santa Monica-UCLA Medical Center and Orthopaedic Hospital, the organization is among the most comprehensive and advanced healthcare systems in the world. Learn more about UCLA Health System.

NRC Picker Clients In The News

NRC Picker is happy to recognize its clients who are successfully improving the most important aspects of the patient experience. See which organizations have made the spotlight.

HCAHPS Community Call Highlights

The September HCAHPS Community Call webinar featured important updates regarding new HCAHPS information. We reviewed the HCAHPS Bulletin 2009-01 Revision, the Quality Assurance Guidelines 4.0, Home Health Care CAHPS and the Clinician and Group CAHPS initiatives. Read more highlights from September’s HCAHPS Community Call.

Welcome New NRC Picker Clients!

NRC Picker is delighted to welcome new clients during the third quarter of 2009. See the list.

October Calendar

The October calendar is full of upcoming events, including opportunities to network with clients, catch up on industry trends and more. View the upcoming dates.

Symposium Synopsis

The 15th annual Symposium in Salt Lake City, UT proved successful: Industry experts shared their insights into healthcare leadership trends, personal accountability, changes in the workplace and much more. NRC Picker associates took notes during sessions, capturing key points, “ah-ha” moments and tips for clients unable to attend. If you were unable to attend this year’s conference, the Symposium Synopsis is the next best resource. Get the takeaways.

Reducing Noise in the Hospital: A white paper

According to the NRC Picker database of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), more than half of hospitalized inpatients report nighttime noise as problematic during their hospital stays. The NRC Picker Catalyst improvement resource, “Quiet please, I’m trying to recover!” offers strategies to reduce noise in the hospital environment and improve patient satisfaction. Read more about ways to improve one of the lowest scoring HCAHPS composites.

In Their Own Words

"Critical knowledge is essential to be able to respond to what our patients have to say. NRC Picker is responsive, willing to work through problems and focused on our individual improvement."

Catherine Graham
Director of Guest Services
Baptist Health