Hospice CAHPS and Customer Service. The Agrace Hospice Roadmap for Patient and Family Centered Care

Friday, May 1, 2015: 11:00 AM-12:00 PM
National Harbor 4/5 (Gaylord National Resort and Convention Center) - 3rd Floor
Primary Presenter:
Katherine Northcutt, RN , Simione Healthcare Consultants LLC, Hamden, CT
Andrea Wipperfurth, RN, BSN, CHPN , Agrace Hospice Cares, Madison, WI
With the implementation of Hospice CAHPS as part of the Hospice Quality Reporting Measures, hospice staff and leaders need to understand the impact of their daily interactions with patients and families and how those interactions can directly influence these publicly reported measures. In this session faculty will provide an overview of the Hospice Consumer Assessment of Healthcare Providers and Systems (Hospice CAHPS) survey and share tools and strategies that hospice staff can use in daily practice to demonstrate patient and family centered care.   

Learning Objectives:
1. Describe the Hospice CAHPS tool and methodology
2. Identify key strategies and tools used to maximize customer service opportunities specifically targeting Hospice CAHPS questions
3. Describe how to operationalize this effort by connecting it throughout the entire patient and family experience

CE/CME: Counselor, Nurse, Physician and Social Worker
See more of: 60-minute session