Case Management

Sneak peek: Focus care on patients and families to improve quality

Case Management Weekly, September 5, 2012

In October, CMS will begin including hospital scores on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey in its calculations for the value-based incentive payment, which is part of the Hospital Value-Based Purchasing Program. Is your organization ready?

This change applies to inpatient prospective ­payment system hospitals. And chances are, if your organization is like most, it wants to improve its scores.

One way to improve patient satisfaction and your HCAHPS scores is to consider using patient- and family-centered care, says Anthony Bernard Roberson, administrative director of patient- and family-centered care at Georgia Health Sciences (GHS) Medical Center in Augusta. This model helps case managers do their job more effectively by engaging patients and their families in care decisions; it also includes patient and family members in hospital decision-making processes.

Patient advisors at GHS participate in everything from hiring decisions and construction projects to policymaking. Including patient and family representatives has resulted in quicker discharges, reduced medication errors, higher patient satisfaction levels, and higher HCAHPS scores, says Roberson.

Editor’s note: This article is adapted from an article in the September Case Management Monthly published by HCPro, Inc.

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