A national standardized survey on patient experiences has come to the Home Health industry, bringing with it the opportunity for comparing agency results to national benchmarks. To make this survey process successful and beneficial to your organization, you need a partner organization with years of experience and the ability to help you use the results for improvement efforts.
The Jackson Group has offered patient and customer satisfaction survey services to the healthcare industry for over 30 years, focusing on providing flexible survey delivery options, easy-to-read reports and unparalleled customer service.
As one of the initial survey research firms to meet with the Centers for Medicare and Medicaid Services and help develop the current Hospital CAHPS survey instrument, The Jackson Group is proud to offer turn-key Home Health CAHPS (HH-CAHPS) services as part of its array of services to healthcare organizations.
The Jackson Group also offers other CAHPS services, including the Clinician & Group CAHPS and the Hospital CAHPS. Click on either of these links to visit pages about those respective services.
Your agency’s participation in the HH-CAHPS survey will enable you to compare your patient experience results to those of your peer organizations, across the state, or even across the nation. And from a marketing perspective, you want to make sure that when potential patients are evaluating various agencies using the government-developed web site your agency has patient experience data to share.
Although the HH-CAHPS survey process was made available in Fall of 2009 for voluntary participation, it has since become a requirement for agencies to be eligible for the proposed home health market basket update to the home health prospective payment system. To receive the 2012 annual payment update (APU), all Medicare-certified agencies will be required to conduct a dry run of the Home Health Care CAHPS Survey for at least one month in the third quarter of calendar year (CY) 2010 (July, August, and September), and begin data collection on an ongoing basis in October 2010.
Using a skilled in-house telephone call center, The Jackson Group has been collecting and managing CAHPS data for many clients in the healthcare industry for many years. The standard HH-CAHPS services includes the handling of discharge data files, drawing appropriate samples, conducting telephone calls to all sampled, and reporting the data to your organization on a quarter basis.
The Jackson Group also handles submitting the appropriate files and data to CMS / CAHPS to ensure your organization is compliant and your results will be available on the government web site for public viewing. The Centers for Medicare & Medicaid Services will begin publicly reporting HH-CAHPS Survey results in Spring 2011.
The Jackson Group would work with your agency to determine the appropriate sampling numbers and methodology, the process for compiling patient information, and sending that data to our offices on a monthly basis.
Reports are very user-friendly and clearly identify your results as compared to The Jackson Group’s internal database as well as national norms. In addition, you receive comparisons to up to 5 of your closest “competitors” to see how your results measure up (available after release of the publicly-reported online database).
All of this is done with the highest level of customer service possible, as each organization is assigned a direct project manager and a data specialist — both available to answer questions and address your organization’s needs.
The HH-CAHPS survey process can be a beneficial tool for your agency, and in fact may become a requirement in the coming years. The Jackson Group is ready to partner with you to make sure the process runs smoothly and help you utilize your results for true patient experience improvement.
The Jackson Group is very proud to be the official approved vendor for the Association for Home & Hospice Care of North Carolina for the HH-CAHPS process! Click here for more information on the association.
The Jackson Group provides your organization with a variety of flexible instruments for gathering readable and useable data.
