The speakers will present analytic steps on how to determine what areas of patient experience are in most need of improvement at hospitals and provide information about interventions that have been shown to improve doctor and nurse communication, as well as interventions that did not result in improved HCAHPS scores. They will review a framework and set of initial analysis steps to assist leaders in reviewing HCAHPS scores, analyzing what drives the HCAHPS scores, comparing scores to national benchmarks and deciding on what areas of improvement are needed. The speakers will also present various evidence-based interventions from a recent literature review on implementations to improve HCAHPS scores and identify which efforts and programs can spur improvements and move the needle on specific HCAHPS scores.
Chris Cochran, PhD, is Chair of the Department of Healthcare Administration and Professor at the School of Public Health at the University of Nevada, Las Vegas.
Denise D. Quigley, PhD, is a health policy researcher at the RAND Corporation, professor at the Pardee RAND Graduate School and quality improvement team lead for the Consumer Assessment of Healthcare Providers and Systems (CAHPS) project. Her research focuses on factors influencing healthcare quality and delivery, organizational behavior, system change and monitoring quality measures with emphasis on patient and family care experiences. Barbara Lewis, MBA, is a UNLV PhD student. Her research focuses on what specific evidence-based programs documented in peer-reviewed literature have improved HCAHPS scores and those that did not.