Lee’s Summit Medical Center—part of HCA Midwest Health System, Kansas City’s largest healthcare network—is ranked number one nationally in patient satisfaction for stroke care among all HCA hospitals providing stroke care. The report showing the number one ranking is based on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, which is the first national, standardized and publicly reported survey of patients’ perspectives of hospital care.
The HCAHPS survey and the process for publicly reporting the data was developed by the Centers for Medicare and Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ), both agencies in the federal Department of Health and Human Services.
HCAHPS is a survey instrument and data collection methodology for first measuring and then publicly reporting patients’ perceptions of their hospital experience. Until HCAHPS there was no national standard for collecting and publicly reporting information about hospital patient experiences that allowed valid comparisons to be made across hospitals locally, regionally and nationally.
“Our goal is to be the leader in patient satisfaction for the care we deliver,” says Lee’s Summit Medical Center Chief Executive Officer Jackie DeSouza. “Achieving a number one ranking for our stroke patient care is a wonderful accomplishment, and we are very proud of Lee’s Summit Medical Center doctors, nurses and staff who make this happen.”
The new data revealing high marks for Lee’s Summit Medical Center is the result of HCAHPS patient satisfaction surveys completed by Lee’s Summit Medical Center stroke patients for the third quarter 2011. The data was recently released publicly for the public reporting period of fourth quarter 2010 to third quarter 2011 and is available to the public at hospitalcompare.hhs.gov.
The HCAHPS survey asks recently discharged patients 27 questions about their hospital stay. The survey contains 18 core questions about critical aspects of a patient’s hospital experiences, including communication with nurses and doctors, the responsiveness of hospital staff, the cleanliness and quietness of the hospital environment, pain management, communication about medicines, discharge information, overall rating of hospital, and would they recommend the hospital.
Nationally, HCA reports patient satisfaction quarterly by hospital and by clinical service line. Lee’s Summit Medical Center ranked number one in the company in stroke care, which represents specific categories of patients treated for stroke. The Patient Protection and Affordable Care Act of 2010 includes HCAHPS results among the measures to be used to calculate value-based incentive payments for hospitals in the Hospital Value-Based Purchasing program, beginning with patients discharged from hospitals in October 2012.
“In other words, one aspect of how we (a hospital) will get paid in the near future will be based on this type of survey data,” says DeSouza. “Quality patient care is our top priority, so we’re pleased the data shows our advances. But until we are number one across the board, there is still more work to do.”