學習>
健康>
医学信息学>
HI-FIVE: Health Informatics For Innovation, Value & Enrichment (Clinical Perspective) 門課程>
Value-Based Quality and Safety: Patient Experience

Loading...

Value-Based Quality and Safety: Patient Experience

This module is optional, but has additional topics that you may be interested based on your role. We encourage you to explore any of these topics and there are also quizzes to test your learning.

HI-FIVE: Health Informatics For Innovation, Value & Enrichment (Clinical Perspective)

哥伦比亚大学

HI-FIVE (Health Informatics For Innovation, Value & Enrichment) Training is a 12-hour online course designed by Columbia University in 2016, with sponsorship from the Office of the National Coordinator for Health Information Technology (ONC). The training is role-based and uses case scenarios. Also, it has additional, optional modules on other topics of interest or relevance. Although we suggest to complete the course within a month's timeframe, the course is self-paced and so you can start and finish the course at anytime during a month's time period. No additional hardware or software are required for this course. Our nation’s healthcare system is changing at a rapid pace. Transformative health care delivery programs depend heavily on health information technology to improve and coordinate care, maintain patient registries, support patient engagement, develop and sustain data infrastructure necessary for multi-payer value-based payment, and enable analytical capacities to inform decision making and streamline reporting. The accelerated pace of change from new and expanding technology will continue to be a challenge for preparing a skilled workforce so taking this training will help you to stay current in the dynamic landscape of health care. This course is one of three related courses in the HI-FIVE training program, which has topics on population health, care coordination and interoperability, value-based care, healthcare data analytics, and patient-centered care. Each of the three courses is designed from a different perspective based on various healthcare roles. This first course is from a clinical perspective, geared towards physicians, nurse practitioners, physician assistants, nurses, clinical executives and managers, medical assistants, and other clinical support roles. However, we encourage anyone working in healthcare, health IT, public health, and population health to participate in any of the three trainings. If you would like to obtain continuing medical education (CME) or continuing nursing education (CNE) credits, you will need to have eligible credentials, complete the entire course, and complete the evaluation survey at the end. The HI-FIVE team verifies after each month that these requirements have been met and then a separate certificate (fee may apply) is distributed to you from our accreditation office. Please allow time for processing. If you have any further questions about continuing education, please see our website at www.hi-fivetraining.org. Accreditation Statement The College of Physicians and Surgeons of Columbia University is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. AMA Credit Designation Statement The College of Physcians and Surgeons designates this enduring material for 12.0 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity. The planning committee members are: Rita Kukafka, DrPH, MA, FACMI; Bruce Forman, MD; Gil Kuperman, MD, PhD; Virginia Lorenzi, MS, CPHIMS, FHL7, and Victoria Tiase, MSN, BN. None of the members of the committee, who planned this CME Activity, have any relevant financial relationships to disclose. The release date is 2/1/17 and the expiration date is 1/31/18. This activity is eligible for 12 continuing nursing education (CNE) credits. Columbia University School of Nursing, Continuing Nursing Education Program is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center's Commission on Accreditation.

查看授課大綱

您將學習的技能

Health Informatics, Value-Based Pricing, Communication, Management

教學方

Rita Kukafka
Associate Professor

腳本

Welcome to Value Based Quality and Safety.

This is lecture d, Patient Experience.

This lecture exam and tell the patient experience is defined in measured and

how it is critical to value based quality, and

safety The objectives for this lecture,

patient experience are to understand and define what patient experience is.

Describe how patient experience dictates quality.

State the factors identified as key to a positive patient experience.

Learn what the HCAHPs survey measures and

recognize how HCAHPs are linked to hospital reimbursement.

Traditionally, healthcare in the US has not revolved around meeting the needs of

the patient.

Emphasis and input has typically been elicited only from healthcare providers,

physicians, nurses, etc.

Inpatient services and physician practices are organized around specialties.

Meeting the needs of each particular specialty,

like a group of cardiologists and all the services they might require.

But not meeting the needs of the patients who's

needs go beyond just the cardiology services, we need to move away from this.

An important starting point in understanding the connection between

quality and

the patient's experience is defining what we mean by patient experience.

The Beryl Institute's definition is the sum of all interactions shared by

an organization's culture that influences patients's perceptions

across the continuum of care.

They also said that critical to understanding and

applying this definition is a broader explanation of it's key elements,

interactions, culture, perceptions and continuum of care.

What's unique about this definition is that need to include these key elements in

any discussions about patient experience.

It has the potential to drive patient-centered decisions and

encourage a more integrated, quality experience.

It is important that healthcare organizations develop and implement

a defined process by which to engage both the patient, and the caregiver.

In the past, healthcare's major focus was treatment, but there has been a paradigm

shift that in addition to treatment also includes a focus on healing and

a commitment to the patient and what matters most to him or her.

The Institute of Medicine report crossing the quality chasm

defined patient-centered care as care that is respectful of and

responsive to individual patient preferences, needs and values and

that ensures that patient values guide all clinical decisions.

The greatest challenges will be to understand what patients want.

What their preferences and values are, and

to engage them routinely in decision-making.

The new models of value-based care put a priority on the delivery of

patient-centered care and

healthcare provider's ability to deliver patient-centered care will effect how well

they will manage with these new care models.

Patients who are more engaged with their care are more committed to following

the recommended treatment plans and are more likely to have positive outcomes.

Measures of patient experience are increasingly included as a key measure of

quality, as a part of value-based care.

The National Quality Strategy includes measures of patient experience as

a key element, which in turn has been adopted by CMS for

clinical quality measure reporting.

Even though patient experience is increasingly used as a quality metric,

patients themselves are not looking at experience of care when making choices

about their healthcare provider.

Less than 10% of those responding in 2004 said,

they used quality information when choosing their hospital or doctor.

11 years later, only 4% of respondents stated they used quality

information when choosing hospitals.

6% in the same survey said,

they used quality information when choosing their doctors.

Doyle and colleagues found a positive association between patient experience and

both clinical effectiveness, and patient safety.

Other studies have found similar results.

The study by Doyle et al which summarized evidence from 55 studies stated that

the data indicates consistent positive associations between patient experience,

patient's safety and clinical effectiveness for

a wide range of disease areas, settings, outcome measure and study designs.

It demonstrates positive associations between patient experience and self-rated,

physical health and mental health and objectively measure health outcomes.

Ulcer disease, hypertension, breast cancer, survival one year after

discharge and in patient mortality for myocardial infarction.

Adherence to recommended clinical practice and medication, preventive care,

such as health promoting behavior, use of screening services and immunization.

And resource use, such as hospitalization, length of stay and primary care visits.

There is some evidence of positive associations between patient experience

and measures of the technical quality of care and adverse events.

Public reporting is important for healthcare consumers to obtain comparative

data on costs, outcomes and patient satisfaction.

Reporting also holds providers accountable for their interactions with and

perceptions by patients.

Public data is an important resource for clinicians and

hospitals to improve performance.

For over 20 years, consumers have been able to compare health insurance plans

using the publicly reported Healthcare Effectiveness Data and

Information Set or HEDIS.

Public reporting is one of the ten core set of principles

guiding the national quality strategy.

AHRQ developed the Consumer Assessment of Healthcare Providers and

systems program or CAHPS.

CMS requires hospitals to report patient experience information using HCAHPS

in order to qualify fore medicare payments.

The federal government also established

the Patient-Centered Outcomes Research Institute, (PCORI),

which expands the work of AHRQ and NIH to assist all stakeholders, patients,

clinicians and policy makers in making informed healthcare decisions.

The ACA requires that the priorities for

PCORI align with the National Quality Strategy and

that consumer input influence all phases of sponsored research.

We have established the relationship between patients reported experiences and

the quality of clinical care.

We now turn our attention to expanding on and

learning what really matters during the patient experience.

According to England and Robert et al, this list indicates the issues that

matters most to patients and their encounters with the healthcare system.

Another paper by Tunnison and colleagues expands this list.

These researchers found six common patient appraisal criteria.

Some of which clearly overlap with the list on the screen.

Their criteria were relevance, quality of life, quality of care,

ethics and safety, information and communication and involvement.

The Patient and Family- Centered Care or

PFCC movement urges clinicians to incorporate patient preferences,

values and strategy for self-management for all patient.

To achieve this, the principles of PFCC serve as a reliable guide.

These principles include respect and dignity, practitioners listen to and

honor patient and family perspectives and choices.

Patient and family knowledge, values, beliefs and

cultural backgrounds are incorporated into the planning and delivery of care.

Information sharing, communicate complete and unbiased information.

Participation, patients and families should participate in care and

decision-making at the level they choose.

Collaboration, patients and families are included on an institution wide basis and

healthcare leaders collaborate with patients and families in policy and

program development, implementation and evaluation.

This chart shows the differences between expectation and reality,

as a typical patient moves through the hospital.

Patients usually arrive scared and worried, and

they expect clinical staff to be reassuring during their stay.

They expect to have their needs met and their concerns, and

complaints listened to.

But frequently, the staff are business like or unresponsive, the hospital room

is noisy and stressful and the overall experience is unsatisfactory.

It points out the importance of managing expectations and closing the gap

between the hope that patients have when they come into the hospital, and

the realization they are stuck with when they leave.

We certainly have work to do.

CAHPS stands for Consumer Assessment of Healthcare Providers and Systems.

CAHPS includes a group of surveys to obtain data from

healthcare consumers on their experiences with services in different settings.

For example, settings would include hospitals, home health and hospice as well

as individuals and groups participating in CMS initiatives, such as ACOs.

The agency for healthcare research and

quality oversees CAHPS survey development and approval by the CAHPS consortium.

According to AHRQ, all CAHPS surveys undergo a rigorous development

process to confirm the validity and reliability of the surveys and

insure that survey results are comparable across users.

Health plans and individual providers can use specific CAHPS questions to identify

areas of care that are strong, as well as those that need improvement.

Many private consultants, such as Prescany combine the required CAHPS questions

with other patient-centered questions to provide a more comprehensive

view of the overall patient experience.

Note however,

that the patient's experience of care is included in all of these surveys.

These questions represent areas that both patients and

providers have indicated are determinants of a good provider visit.

These areas include patient centeredness, timeliness,

accessibility and communication.

Interestingly, CAHPS is not a satisfaction survey.

It measures the patient's descriptions of staff behaviors.

The survey contains 32 questions, including 21 patient perspectives

on care in addition to the 4 screener and 7 demographic items.

The screener questions and demographic questions are used to adjust the mix or

patients across hospitals, and for

analytical purposes as the CAHPS's website explains.

While the terms are sometimes used interchangeably,

patient experience is quite different from patient satisfaction.

Patient satisfaction can vary due to differing expectations.

That is patients who have similar experiences, but

different expectations can have very different levels of satisfaction.

CAHPS surveys focus on patient experience of care.

The surveys do as respondents to provide overall ratings.

For example, to rate their doctor on a zero to ten scale, but their primary focus

is on asking patients to report on their experiences with specific aspects of care

in order to provide information that is not biased by different expectations.

For example, respondents are asked whether or how often specific events or

behaviors that are indicators of healthcare quality occurred.

Reports about events and behaviors are more understandable, unambiguous,

actionable and objective then general ratings.

The use of HCAPS, which is the hospital-based survey has been

incentivized by the Inpatient Prospective Payment System since 2007 and

is also included in the value based incentives of the Affordable Care Act.

According to CMS, CAHPS surveys are an essential part of there efforts to improve

healthcare here in the US.

The CMS website explains that some CAHPS surveys are used in

value-based purchasing or pay for performance initiatives.

These initiatives represent a change in the way CMS pays for services.

Instead of only paying for the number of services provided, CMS also pays for

providing high quality services.

The quality of services is measured clinically, administratively and

through the use of patient experience of care surveys.

This concludes lecture d, patient experience.

Patient experience always import to the patient and

tangentially to the healthcare provider has moved center stage.

The patient experience is now considered a critical element of the provision of

healthcare.

Research has shown that a positive patient experience is consistently associated with

better care outcomes.

A positive patient experience is value adding throughout the value chain.

It is key in adding value to any product produced.

The HCAHP survey was discussed and is used, as a standardized survey instrument

to gather comparable patient experience information nationwide.

Linking the patient experience to financial reimbursement,

reinforces the importance of the patient experience and

pushes health care organizations toward better quality.

推薦視頻

關於 Coursera

Courses, Specializations, and Online Degrees taught by top instructors from the world's best universities and educational institutions.

Join a community of 40 million learners from around the world

Earn a skill-based course certificate to apply your knowledge

Gain confidence in your skills and further your career

Coursera 致力於普及全世界最好的教育，它與全球一流大學和機構合作提供在線課程。

© 2019 Coursera Inc. 保留所有權利。

通過 App Store 下載

通過 Google Play 獲取