director of surgical
services at Henry
Ford Wyandotte.
The hospital also
changed the way it
gave discharge
instructions to
patients and their
families by giving
them bedside during
pre-op, before med-
ications were admin-
istered.
Within 11 months, the hospital's Press Ganey score rose from a 68 to
a 94. Plus, within the first 2 months of receiving that 68 score, they
moved from an 80 to a 93.3 on communication, and from a 77 to a 90
on discharge instructions.
Ms. Tscherne's advice? "Manage your message," she says. "From the
moment a surgery is booked, manage the message about the process,"
she says. "That will set a high expectation for once patients arrive at
the facility."
How will you be affected?
There are several types of surveys and evaluators. One of the biggest
is a series of patient surveys called CAHPS — HCAHPS for hospitals
and OAS CAHPS for ASCs and HOPDs — that CMS oversees.
In both ASCs and hospitals, the CAHPS (Consumer Assessment of
Healthcare Providers and Systems) survey process works similarly:
Facilities choose a CMS-approved vendor and then send their list of
patients for the month to that vendor each month. The vendor ran-
D E C E M B E R 2 0 1 7 • O U T PA T I E N TS U R G E R Y. N E T • 5 5
• DISCHARGE Patients will be sure to tell surveyors how well you prepared them for
discharge.
