Case Management

Mentor Moment: Top 12 healthcare quality concerns in 2012

Case Management Weekly, January 18, 2012

Which quality issues will provoke the most influential changes in healthcare in 2012? Or, which ones will most rapidly accelerate the graying of chief quality officers’ hair? There are so many, it’s hard to pick the most significant. HealthLeaders Media interviewed quality experts around the country to glean the most influential and then picked a dozen.

Here’s the list:

1. Patient experience scores hinge on “always” responses

The value-based purchasing sweepstakes have begun, with the first performance period for clinical process of care and HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) questions scheduled to end March 31. Payment adjustments will begin for patients discharged as of Oct. 1, and the winners and losers will then be revealed.

What makes many hospitals and clinical nurse managers most nervous, however, is that the patients responding to these surveys must reply “Always,” in order for the hospital to get credit for high quality patient experiences. Responses “Sometimes,” or “Usually” aren’t going to cut the mustard.

“How often did nurses listen carefully to you?” “How often did doctors treat you with courtesy and respect?” “How often was your pain well controlled?”

“Always.”

And by the way, Jan. 4, 2012 was the data submission deadline for patients discharged in July, August and September, 2011.

Check out the rest of post and more on the Case Management Mentor blog.

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