Evaluating baseline knowledge of HCAHPS Awareness as a method to improve quality of care training in St. John Providence Park Hospital Associates in Novi, Michigan

Abstract

Background: St. John Providence Park Hospital is developing an HCAHPS Awareness orientation, as a quality improvement method to improve HCAHPS scores and increase CMS reimbursements. This project seeks to help the organization develop and shape the HCAHPS Awareness orientation content by developing a survey to assess baseline knowledge of HCAHPS in various hospital associates. Methodology: Using a cross-sectional approach, a non-validated survey was used to assess employee's knowledge of patient experiences. The collected data were used to determine methods to improve communication skills and shape education content for an HCAHPS orientation. Results: HCAHPS Awareness were frequently reported in associates with clinical positions, longer durations of employment, and those with higher levels of education. Survey participants had high reports of effective communication and low reports of cultural awareness and responding to call lights. Access to health care and health insurance was identified as a common disparity seen in patients. Discussion: HCAHPS Awareness Survey responses were comparable the National HCHAPS scores. Areas in need for improvements include responding to call lights, cultural awareness, health literacy, and family inclusion. Conclusion: The recommendation made for this project may be effective in increasing knowledge towards HCAHPS practices and promoting patient experience. By implementing methods to improve responsiveness of staff, cultural awareness, and family inclusion the hospital may see enhancements in the quality of care provided, promote patient safety, and reduce hospital errors.