Identifying ways we can improve There are no delays in care. Patients get the care they need when they need it. They get the tests and In addition to asking patient and family advisors for treatments they need at the time when they will do feedback, there are other ways that we identify areas for the most good. improvement. Patients are not treated differently based on their One way to identify areas for improvement is to look at race, ethnicity, income, level of education, or social whether the right things happen as part of our status. Everyone is entitled to high-quality health care. patients’ treatment. For example, do patients get the This includes people of all cultures and backgrounds. medicines they need when they are supposed to? Do Patients get care that is patient- and family-centered. they get the correct tests and treatments? If not, why are This means that:() these things not happening? Clinicians and hospital staff ask about and respect Another important way to identify areas for improvement each patient’s and family’s values, preferences, is to ask patients about their experiences. For example, goals, and cultural backgrounds many hospitals ask patients to fill out surveys about their Clinicians and hospital staff communicate clearly experiences in the hospital. and share complete, unbiased, and timely One survey that you may hear about as an advisor is called information with patients and families the CAHPS® Hospital Survey (also called HCAHPS). Most Patients and families are encouraged to hospitals in the United States give this survey to patients. participate in their care and decisionmaking to Results from the CAHPS® Hospital Survey help us learn the extent they choose where we could be doing a better job. The patient’s care represents a partnership The CAHPS® Hospital Survey asks patients to answer between the patient, family, clinicians, and questions on how well health care providers did at hospital staff sharing information and listening. The survey also asks patients to rate how well their care was coordinated, Above all, we want to make sure that patients and how well their pain was managed, and whether they had families have good experiences and feel supported while the information they needed to take care of themselves they are in the hospital. We welcome your thoughts and after going home. ideas about how to make sure this happens. [NOTE: Insert other information here about ways in which your hospital identifies areas for quality and safety improvement.]
There are no delays in care. Patients get the care they need when they need it. They get the tests and treatments they need at the time when they will do the most good. Patients are not treated differently based on their race, ethnicity, income, level of education, or social status. Everyone is entitled to high-quality health care. This includes people of all cultures and backgrounds. Patients get care that is patient- and family-centered. This means that:() Clinicians and hospital staff ask about and respect each patient’s and family’s values, preferences, goals, and cultural backgrounds Clinicians and hospital staff communicate clearly and share complete, unbiased, and timely information with patients and families Patients and families are encouraged to participate in their care and decisionmaking to the extent they choose The patient’s care represents a partnership between the patient, family, clinicians, and hospital staff Above all, we want to make sure that patients and families have good experiences and feel supported while they are in the hospital. We welcome your thoughts and ideas about how to make sure this happens. Identifying ways we can improve In addition to asking patient and family advisors for feedback, there are other ways that we identify areas for improvement. One way to identify areas for improvement is to look at whether the right things happen as part of our patients’ treatment. For example, do patients get the medicines they need when they are supposed to? Do they get the correct tests and treatments? If not, why are these things not happening? Another important way to identify areas for improvement is to ask patients about their experiences. For example, many hospitals ask patients to fill out surveys about their experiences in the hospital. One survey that you may hear about as an advisor is called the CAHPS® Hospital Survey (also called HCAHPS). Most hospitals in the United States give this survey to patients. Results from the CAHPS® Hospital Survey help us learn where we could be doing a better job. The CAHPS® Hospital Survey asks patients to answer questions on how well health care providers did at sharing information and listening. The survey also asks patients to rate how well their care was coordinated, how well their pain was managed, and whether they had the information they needed to take care of themselves after going home. [NOTE: Insert other information here about ways in which your hospital identifies areas for quality and safety improvement.]
Strat1_Tool_9_AdvisorTrain_508.docx