This program is one way that IHI is helping hospitals implement a key component of the IHI Improvement Map.

When patients and their families feel respected, informed, and cared for in a timely way, it is reflected in the hospital’s Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) score. This kind of patient centeredness is associated with hospitals that have safer, more effective care. The HCAHPS scores are public, and along with word-of-mouth recommendations, they are known to attract more patients, providers, and payers, all leading to a stronger revenue picture for hospitals.  

For organizations seeking to make their care more patient centered and improve their survey results, the Institute for Healthcare Improvement (IHI) is offering its latest Expedition, Improving Your HCAHPS Score Through Patient-Centered Care. This web-based program will teach organizations how to implement process changes and reliably put in place practices proven to improve HCAHPS scores. Beyond improving their score, hospitals will build their capacity for change and employ new methods that will lead to truly patient-centered care.

This Expedition will provide you with:

• Support from expert faculty
  
• Interventions that will improve patient-centered care
  
• Coaching from hospital teams who have implemented these changes with success
  
• Quantitative measurement tools to know if changes are working
  
• A framework to spread success

Objectives

At the conclusion of this Expedition, participants will be able to:

• Test a few key interventions to positively impact HCAHPS scores
• Describe the relationship between the interventions and the patient experience of care
• Identify areas for future improvement based on an organizational self-assessment tool

Who Should Participate

• Managers
• Directors
• Nurses
• Physicians
• Quality Leaders
• Quality Staff
• Chief Nursing Officers
• Chief Medical Officers