HCAHPS Scoring

Whether you are looking to raise patient satisfaction in a single unit or realize improvements across an entire health system, Critical Alert Nurse Call has a role to play in speeding up response times, decreasing tone and alarm noise and providing more personalized care.

HCAHPS Response to Survey Question:

“Call Button Help As Soon As You Wanted It.”

A recent analysis of HCAHPS survey results from a prominent West Coast health system found that the implementation of the Critical Alert Nurse Call system played an important role in improving the overall responsiveness of hospital staff scores over a nine month period.

Q2 – 2014BEFORE Install of Critical Alert Nurse Call

Q3 – 2014AFTER Install of Critical Alert Nurse Call

  • Always 51.4%
  • Usually 37.9%
  • Sometimes 7.9%
  • Never 2.8%
  • Always 63.2%
  • Usually 25.5%
  • Sometimes 10.9%
  • Never .5%

%

increase in nurse responsiveness scoring immediately following implementation of Critical Alert Nurse Call


Q2 – 2014BEFORE Install of Critical Alert Nurse Call

Q3 – 2015AFTER Install of Critical Alert Nurse Call

  • Always 51.4%
  • Usually 37.9%
  • Sometimes 7.9%
  • Never 2.8%
  • Always 71.2%
  • Usually 23.4%
  • Sometimes 4.5%
  • Never .9%

%

increase in nurse responsiveness scoring over the next 9 month period


You Can’t Manage What You Don’t Measure

Critical Alert provides a wealth of statistical data that enables nursing administration to visualize the overall level of response, test variances in workflow or rounding and ultimately correlate improvement initiatives to satisfaction scoring.

Native integration of communications devices, RTLS, ADT and other applications (rather than using optional middleware) allows for seamless, end-to-end reporting of the entire workflow within a single view. Nurse leadership can access times & types of patient requests, acknowledgment or escalation of alert assignments, escalation paths and resolutions for every patient in every unit across the entire organization. These metrics (and more) are all-inclusive, regardless of devices or applications used throughout the enterprise.

 

Substantiate Rounding

The most common patient complaints impacting HCAHPS scores are related to pain management, bathroom needs and position changes. The Purposeful Rounding Summary report displays patient request types by location over a particular shift, allowing administrators to determine if staff is asking the right questions during their rounds. A spike in these common requests may indicate problems in the workflow or rounding procedures.

Bed-Level Presence

Combining rounding detail with bed-level presence (via RTLS) allows administration to view rounding compliance levels correlated with staff location. This detail provides much-needed context in situations where staff may be “running behind” with their scheduled rounding, allowing administration drill down to understand why. In most instances, it’s because a nurse assigned to a particular room was already working with another patient.

Continuous Improvement

The Patient Request report shows what types of requests are coming from your patients and how long it took to fulfill the associated workflow. Additionally, Overdue and Escalation statuses indicate that the configured parameter was exceeded or if the assigned staff member rejected the call. This level of detail is invaluable for continuous improvement initiatives around workflow, staff responsiveness and determining appropriate staffing levels.