Nurse Communication: How To Create Powerful and Effective ...

[Pages:28]Nurse Communication: How To Create Powerful and Effective Patient-Centered Care

Nashville, TN May 14 - 15, 2013

Lyn Ketelsen, RN, MBA Studer Group Coach

HCAHPS Correlation Studies

Copyright ? Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

Source: The table above was updated 5.3.13 using 3Q11-2Q12 CMS data.

Who Does it Well... Nurse Communication

Top Organizations in Attendance

Data Based on 3Q11-2Q12 CMS Update, by Discharge Date

Studer Group Partners in Teal

100 90

90

88

Top Box Results

86 86 85 85

85

84

84

80

90th %tile

70

60

50

40

30

20

10

0

Copyright ? Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

*90th %tile is equivalent to top box score of 85

Other Composites influenced by Nurse Communication

Pain Medications and Side Effects Patients Received Help Physician Communication New Care Transition Measures

Copyright ? Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

Organizations Coached by Studer Group Outperform the Nation across HCAHPS Composites

New Update!

3Q11-2Q12

Studer Group Difference over Non-Partners in National Percentile Ranking

Overall Rating

19

Willingness to Recommend

12

Pain Management

16

Nursing Communication

Communication of Medications

Clean and Quiet

5.5

20

17

percentile points

higher

Discharge Instructions

17

Responsiveness of Staff

10

Doctor Communication

5

Studer Group Difference over Non-P0artners i5n Nation1a0 l Percen15tile Ran2k0ing 25

Source: The graph above shows a comparison of the average percentile rank for Studer Group Partners that have received EBL coaching since Oct 2008 and non-partners for each composite; updated 5.2.13 using 3Q11-2Q12 CMS data.

Copyright ? Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

Organizations Coached by Studer Group Outpace the Nation in HCAHPS Improvements

New Update!

3Q11-2Q12

Average Change in Top Box Results in OneYear

Studer Group Partners vs. Non Partner

Patients who gave a rating of 9 or 10 (high) Clean and Quiet

Discharge Instructions Patients always received help as soon as they wanted Yes, patients would definitely recommend the hospital Staff always explained about medicines before giving...

Pain was always well controlled Nurses always communicated well Doctors always communicated well

0.20

1.3 1.6

1.1 1.3

1.2 1.5 2.0

0.7 1.3 1.8

1.0 1.2 1.4 1.6

0.80 1.0

2.5 2.3

0.70

1.20

1.70

2.20

2.70

Non-Partner Change

SG Partners Change

Source: The graph compares the change In one year in "top box" results achieved by Studer Group partners vs. non-partners. Change is from 3Q10-2Q11 to 3Q11-2Q12. The "top-box" is the most positive response to HCAHPS survey questions.

Copyright ? Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

Driving Performance

Diagnose Treatment Systems Teach

Validate Coach Reward

Assess

Actions

Tools

Skill Development

Rounding

Techniques

Skill Labs

Direct Observation

Processes

Skill Labs

Copyright ? Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

The Questions in this Composite

During this hospital stay, how often did the nurses treat you with courtesy and respect? During this hospital stay, how often did nurses listen carefully to you? During this hospital stay, how often did nurses explain things in a way you could understand

Copyright ? Studer Group. Please do not quote, cite, or disseminate without Studer Group authorization.

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