From the front cover of Progress, Spring 2011
Based on the fourth-quarter report from last year, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) placed HCM’s quality of care in the top 8 percent out of 3,798 hospitals across the United States.
CEO of HCM Michael R. Williams, MD, says the results reflect HCM’s focus on elevating each patient’s experience and exceptional efforts from everyone involved with the hospital.
“This report is direct feedback from our patients, and as we celebrate 40 years of serving the Hill Country, it is fitting that the efforts of our employees, volunteers, physicians and community have placed HCM in the top tier of health care organizations in the United States,” he says.
WHAT IS HCAHPS? HCAHPS was created by federal agencies seeking to develop a uniform measurement of patient satisfaction based on their hospital experience, and it offers the first side-by-side comparison of hospitals based on this information. It also provides key regional data, including an HCM ranking that exceeds 11 hospitals in the area spanning both rural and metropolitan facilities—including medical centers in San Antonio and Austin. Those interested can compare hospitals directly at hospitalcompare.hhs.gov.
The 27-question patient survey focuses on clinical quality and includes questions about pain management, medication instructions and discharge information. Questions on the survey range from: “How often did nurses treat you with courtesy and respect?” to “How often was your pain well-controlled?” Patients are asked how often services or care occurred, and they are given the option to answer always, usually, sometimes or never. Since 2007, most hospitals have been required to submit HCAHPS results in order to receive full Medicare payment. Hospital scores are posted online four times a year.
Additional HCAHPS data show that HCM is in the top 6 percent for acute care hospitals in the
U.S., in the top 3 percent for patients’ willingness for pain management. Across every patient care category, HCM exceeded both the average hospital rankings for Texas and those across the nation.
POSITIVE RESULTS SUSTAIN MEDICARE PAYMENTS Currently Medicare payments to hospitals are based on the hospital’s submitting HCAHPS survey results. By 2013, the system will transition from a pay-for-reporting to a pay-for-performance model. Also the Centers for Medicare and Medicaid Services will impose financial penalties on hospitals that have “excess admissions,” compared to 30-day readmissions for heart attack, heart failure and
pneumonia patients.
“What this means is that the quality of hospital care not only helps patients heal—it affects financial vitality,” Dr. Williams says. “I’m proud that our levels of consistent quality are in the top 8 percent, and this indicates we will be able to continue to receive the maximum Medicare payments when the pay-for-performance model goes into effect,” he says. “Pay-for-performance is an excellent way to hold hospitals accountable and protect patients, and our quality results have us in a good position going forward.”
CONTINUED IMPROVEMENT
Dr. Williams emphasizes that HCM quality standards will be held high. “There are substantial opportunities to redefine how long patients should wait, how they receive care, and how we engage them and their loved ones,” he says.
“I believe health care performance in our country has room for improvement across the board,” Dr. Williams says. “Our ranking is excellent news, but in no way are we complacent with the results. We are aggressively seeking opportunities to provide additional value to our patients while consistently delivering a remarkable patient experience.”