This module reviews Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. The CAHPS survey process will be explored to determine what factors influence patient satisfaction.
https://www.ahrq.gov/cahps/about-cahps/index.html https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS Determine which company your facility uses to track patient satisfaction (i.e. Press Ganey or a competitor).
Identify how the company was chosen, how patients are selected to receive a survey or do 100% of patients receive the survey, how are surveys sent out (electronic or paper), what is the return rate on surveys, what does the facility do with the data, how meaningful does the organization perceive the data to be, and how is data feedback provided to providers and front line staff? You may also provide an example of when something was changed, modified or put in place as a result of CAHPS data.
You may also explore the Medicare Website and compare multiple hospitals to look at data. Rubric attached- must follow I am a nurse in a hospital