Achieving the 99th Percentile in Key HCAHPS Domains
See the outcomes and operational impact from this CipherHealth customer story.
Proof points
Total Patients Surveyed
2 – Reporting Period: 1/1/2020 – 10/31/2020
Patients Who Were Not Rounded On
Patients Who Were Rounded on at Least Once
“We were able to look at our HCAHPS data, and we saw that doing rounding works. Our patients are saying it works, and our team members are telling us that the technology we put in place helps them in their day-to-day.”
BACKGROUND
The team at Lenox Hill Hospital developed a multidisciplinary approach to redesigning its rounding processes with the goal of improving its HCAHPS scores. The objective was to have either Nurse Leaders or Patient Service Facilitators (PSFs) round on patients at least once a day. A key aspect of the redesign was to align parts of the rounding process to HCAHPS domains:
HIGHLIGHTS
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- The average percent increase in national percentile ranking across the RN Communication, Responsiveness, and Likelihood to Recommend Domains was 253%
- Patients who were rounded on had the greatest increase in HCAHPS scores compared to patients who did not receive a round
Select HCAHPS Domain Data at Lenox Hill Hospital: 2018-2021
Percent increase in national percentile ranking from 2018 to 2021 across three key HCAHPS domains were 267% RN Communication, 389% Responsiveness and 102% Likelihood to Recommend.
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