Should Glen Rose Medical Center Encourage Employees to Take Pretend Surveys to Understand Quality Issues?


Should Glen Rose Medical Center Encourage Employees to Take Pretend Surveys to Understand Quality Issues?

11 May 2016 at 7:26:34 PM

I thought this was interesting. From an email sent out by the Quality Director Kelly Van Zandt on Monday, May 9, 2016

Subject HCAHPS

One of the ways hospitals are rated is based on their HCAHPS scores. These scores are then posted on the CMS Hospital Compare website. The intent of the HCAHPS initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care and create an "apples to apples" comparison. 

Three broad goals have shaped the HCSHPS survey. First, the survey is designed to produce comparable data on the patient's perspective on care that allows objective and meaningful comparisons between hospitals on domains that are important to consumers. Second, public reporting of the survey results is designed to create incentives for hospitals to improve their quality of care. Third, public reporting will serve to enhance public accountability in health care by increasing the transparency of the quality of hospital care provided in return for the public investment. With these goals in mind, the HCAHPS project has taken substantial steps to assure that the survey is credible, useful and practical. This methodology and the information it generates is available to the public. 

To date our scores have been good but in our efforts to improve it was realized that most employees are not aware of the questions our patients are being asked. With that in mind we ask that each of you click on the link and answer the questions as if you were a patient. These questions are the ones that patients are being asked about you and the care we, as a hospital, have provided. 

Please remember that all interactions with patients and their guests add to their perspective of their care and every one from the front desk to the person discharging them counts. Remember patients answer these questions on the feeling that they had when they left. 

Thank you

Kelly Van Zandt, CPHQ

Director of Quality Improvement/Risk Manager

Glen Rose Medical Center

Really? How is this not gaming the system and attempting to change scores on HCAHPS  by learning how to possibly coach patients what to say or direct the conversation a certain way JUST TO GET A GOOD SURVEY. Providing great care ought to be enough without going through an anonymous survey It appears to me that the survey was created by somebody, perhaps Ms Van Zandt, on surveymonkey, because it contains spelling errors (quality!!!!) . Does the hospital not have internal standards it expects employees to meet anyway? 

Seems to me these are administrative and managerial concerns. 


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