GUIDE
TO HOME HEALTH CAHPS
What
is CAHPS?
Fazzi
and Patient Satisfaction
National
Patient Satisfaction Benchmark Service
Home Care
Software Partners
Answers
on CAHPS
The
CAHPS Survey, English
The
CAHPS Survey, Spanish
The
CAHPS Survey, Chinese
The
CAHPS Survey, Russian
The
CAHPS Survey, Vietnamese
Supplemental
Questions
Link
to RTI
How We Can
Help
|
Home
Health
APPROVED CAHPS® VENDOR
|
HHCAHPS®
Demonstrations.
There is no cost or obligation
to join in. Simply register for the program
on the date that works best for you. Once
registered, you will receive a link to
the program and dial in instructions.
There are no handouts for this program.
July
29, 2010 10:00 to 11:00 ET
August
5, 2010 2:00 to 3:00 ET
August
10, 2010 10:00 to 11:00 ET
August
19, 2010 11:00 to 12:00 ET
August
24, 2010 3:00 to 4:00 ET
|
Home
Health CAHPS®
The Home Health Care CAHPS Survey (HHCAHPS) is
part of a family of CAHPS surveys that ask patients
to report on and rate their experiences with health
care. The HHCAHPS was designed to measure and
assess the experiences of people receiving home
health care with the following three goals in
mind:
- To produce comparable data on patient satisfaction;
- To create incentives for agencies to improve
their quality of care through public reporting
of survey results; and
- To hold health care providers accountable
by informing the public about the providers’
quality of care.
Fazzi
and Patient Satisfaction
Fazzi’s National Patient Satisfaction service
is one of home care’s oldest, largest and
most respected patient satisfaction benchmarking
systems in the country. Fazzi specializes in home
care and hospice services and is the only national
benchmarking service that incorporates findings
from its research and consulting divisions in
helping to guide agencies in best practice strategies
for improving patient satisfaction. Because our
goal is not just reporting but improvement, we
include best practice training webinars, industry
updates and technical support as part of our standard
patient satisfaction benchmark service.
Click
here or on the image to see winners of the
Best Practice Achievement Award of Distinction.
National
Patient Satisfaction Benchmark Service
Much More Than Statistics
| Service
Components |
Basic |
Premium |
| Customized HHCAHPS Survey |
|
|
| Customized HHCAHPS Cover Letter |
|
|
| On-demand Dashboard Report |
|
|
| Comprehensive Benchmark Report |
Quarterly |
On-demand |
| All Surveys Report (One Report, All Surveys) |
Quarterly |
On-demand |
| Outcomes Monitor (Track, Trend, Improve) |
Quarterly |
On-demand |
| Online Access to Surveys |
|
|
| Best Practice Webinar Presentations |
|
|
| New Research/Reports on Patient Satisfaction |
|
|
| Insider Email Updates |
|
|
| Multi-location Reporting |
|
|
| Personal CAHPS Consultant* |
|
|
| Custom and/or Supplemental Questions |
|
|
*Personal CAHPS Consultant:
Real time support. A specialist dedicated to your
agency
and your scores. Call anytime. They will also call
you if they discover any problems.
Their goal for you: Top 1/3 on all CAHPS nationwide.
Consultative Support
Fazzi's Patient Satisfaction System is delivered
by home health professionals who will work with
you as a partner. You and your staff will receive:
- One-on-one, private conference calls
- Best practice webinars
- Quarterly dashboard reports
- Technical assistance and a toll-free help
line
Interactive Web Reporting
Web reporting can be accessed by the Subscriber
Login link at fazzi.com. All reports are offered
on-demand.
Exceptional Ease of Use
Clear, uncluttered reports tell you at a glance
where you stand, using intuitive graphics to convey
statistical analyses in a way that communicates
to any audience. Even the most demanding quality
improvement professionals will find the in-depth
analysis they need to design quality improvement
initiatives.
|
Patient
Satisfaction Reporting and Analysis
You can compare your agency to national
standards, to similar sized agencies, or
even to the top performers using our on-demand,
web-based reporting system. You can see
how your agency stacks up to others by any
characteristic, from payor and diagnosis
to team, branch office or service. You'll
have convenient access to comprehensive,
in-depth reporting for benchmarking, board
meetings, marketing or other uses.
For more information on The National Patient
Satisfaction Benchmark Service® email:
gmazza@fazzi.com.
|
Home Care
Software Partners
For more information on our partnerships, click
here. Contact Laurie
Gloster to ask about our complete list of
partners.
Answers to
Questions on CAHPS
What is Home Health Care CAHPS®?
"CAHPS" is an acronym for Consumer Assessment
of Healthcare Providers and Systems. CAHPS products
include several instruments to assess patients'
perspectives on the care delivered in health care
facilities, such as hospitals (H-CAHPS or Hospital
CAHPS), nursing homes, and dialysis centers. The
Home Health Care CAHPS Survey (HHCAHPS) is part
of this family of CAHPS surveys. The HHCAHPS survey
was developed by the Agency for Healthcare Research
and Quality (AHRQ) which is part of the Department
of Health and Human Services.
Which agencies will be exempt from using
the HHCAHPS surveys in 2010- 2011?
Medicare-certified home health agencies that
serve fewer than 60 unduplicated, survey eligible
patients from April 1, 2009, through March 31,
2010 will be exempt from participating in the
Home Health Care CAHPS Survey.
Agencies seeking an exemption must report the
number of unduplicated patients they served between
April 1, 2009, and March 31, 2010 to CMS using
an online form that will be available on the Home
Health CAHPS Survey project web site at https://homehealthcahps.org
on April 1, 2010. The count of patients must be
submitted to CMS on or before June 16, 2010.
Which patients should receive the HHCAHPS
survey?
The following types of home health care patients
should be included in the HHCAHPS survey process:
- Current or discharged patients who had at
least one home health visit at any time during
the sample month;
- Patients who were at least 18 years of age
at any time during the sample period, and are
believed to be alive;
- Patients who received at least two visits
from HHA personnel during a 60-day look-back
period;
- Patients who have not been selected for the
monthly sample during any month in the current
quarter or during the 5 months immediately prior
to the sample month;
- Patients who are not currently receiving hospice
care;
- Patients who do not have routine ''maternity''
care as the primary reason for receiving home
health care; and
- Patients who have not requested ''no publicity
status'';
- Patients whose payer is Medicare or Medicaid.
Is there a standard Home Health Care
CAHPS Survey that every agency will use?
Yes, the Home Health Care CAHPS Survey instrument
contains 34 questions that cover topics such as
access to care, communications, and interactions
with the agency and with agency staff. The Home
Health Care CAHPS Survey is currently available
in English,
Spanish,
Chinese,
Russian,
and Vietnamese.
Do we have to use a vendor to administer
the HHCAHPS survey?
Yes, agencies must use an approved Home Health
Care CAHPS Survey vendor to administer surveys.
A list of approved survey vendors, including Fazzi
Associates, is available at https://homehealthcahps.org/.
Medicare-certified home health agencies must choose
an approved vendor to contract with for the HHCAHPS
survey administration.
Will patient satisfaction results be
publicly reported?
Yes, public reporting is expected early 2011.
All publicly reported data will be available on
the Home Health Compare web site at http://www.medicare.gov.
Results from the Home Health Care CAHPS Survey
will be published quarterly and will include each
home health agency's (HHA's) most recent four
quarters of data. Survey vendors submit data to
CMS on behalf of their HHAs on a monthly or quarterly
basis.
Which survey items will be publicly reported?
Home Health Care CAHPS Survey results will be
reported for three composites and two global items:
Composite Measures
- Care of Patients (Q9, Q16, Q19, and Q24)
- Communications between Providers and Patients
(Q2, Q15, Q17, Q18, Q22, and Q23)
- Specific Care Issues (Q3, Q4, Q5, Q10,
Q12, Q13, and Q14)
Global Items
- Care from the Agency’s Home Health
Providers (Q20)
- Recommend this agency to family or friends
(Q25)
Can we add additional questions to the
survey?
Agencies/vendors may add their own or the CAHPS
supplemental questions to the Home Health Care
CAHPS Survey. Supplemental questions do not need
to be approved by or reported to CMS. Supplemental
question responses will not be reported to CMS.
What are the data collection options
allowable in the HHCAHPS initiative?
There are 3 data collection options available
to HHA’s. Fazzi Associates offers all 3
options. They are:
Mail only: Survey and cover
letter are mailed within 3 weeks of the month
end. A second survey is mailed 3 weeks later
to those that did not respond to the first survey.
Telephone only: The survey
is administered as a telephone survey only.
Telephone data collection begins no later than
3 weeks after the month end and is completed
within 42 days/six weeks.
Mixed- mode: Mailed survey
with telephone follow up. A survey and cover
letter are mailed within 3 weeks of the month
end. About 3 weeks after the survey is mailed,
a telephone follow up contact is conducted for
those that did not respond to the mailed survey.
When will Home Health Care CAHPS Survey
be required of all Medicare-certified agencies?
According to the October 30, 2009 Federal Register
Notice, the HHCAHPS final rules are effective
January 1, 2010. The final rules require Medicare-certified
agencies implement the HHCAHPS survey no later
than third quarter (July, August, September) 2010.
The data submitted to CMS from the third quarter
2010 will not be included in public reporting.
Ongoing data collection and reporting will begin
fourth quarter 2010. The final rule also includes
HHCAHPS in the pay for reporting requirements
for HHAs. Agencies that do not follow the implementation
timeline set in the final rules will have a 2%
reduction in the 2012 Medicare market basket update.
Agencies may implement the HHCAHPS survey using
an approved vendor anytime after October 1, 2009.
How We Can Help
Our goal is to help you improve. We monitor your
results. We provide best practice trainings, technical
support, consultation and insider reports to help
you improve, and there is no additional cost for
these services. Email Gina, gmazza@fazzi.com
for more details. |
