Communication is Key
- Selected one person from each hospital as the HCAHPS liaison, responsible for internal communication and training
- Explained rationale for transition, which was to prepare for public reporting as soon as possible
- Shared results of the pilot study to prepare hospitals that the scores would likely be lower due to question and scale changes rather than performance
- Based on the pilot results, estimated the potential score impact for each hospital
- Developed training materials to help hospitals understand the reasoning behind various guidelines, such as adjusting the results based on patient characteristics, etc.
Previous Slide Contents Next Slide