Becker's Clinical Quality & Infection Control

39 PATIENT EXPERIENCE • The mean scores between those who did and did not report hourly rounding exceeded 15 points for two individual survey items — "Response to concerns and complaints made during your stay" (15.5) and "Prompt- ness in responding to the call button" (15.1). • When patients report hourly rounding, those reports can be tracked as an indicator of actual adoption, allowing organizations to measure how often the behavior is occurring, whether its adoption rate is improving and which units are having success with implementation. Deirdre Mylod, PhD, senior vice president of research and analytics at Press Ganey and executive director of the Insti- tute for Innovation, says the study is important because it allowed nurses to see the impact rounding can have and gives a data-driven reason for instituting the practice. "It's no longer anecdotal. It's very clearly tied to one patient saying when this is happening, they perceive their care can be far better. And hospitals specifically can show nurses that their behavior matters, not just for things like likelihood to recommend or overall rating, but patients' perception of pain control, nurses' respon- siveness, the critical parts of care that are important to nurses," she says. She encourages hospitals to use information from the study on patients' observations of hourly rounding to think about the areas they're trying to improve for pa- tients and what they're homing in on. n 4 Statistics on HCAHPS Vender Use, Satisfaction By Heather Punke P ress Ganey is the most widely used and highly regarded HCAHPS survey vendor in the market, ac- cording to a peer60 survey of 396 hospital leaders. More than half of the respondents (52 percent) use Press Ganey, with the five other vendors clocking in as follows: • HealthStream: 16 percent • NRC Picker: 12 percent • PRC: 5 percent • Avatar: 4 percent • JL Morgan: 3 percent The following are four more statistics on hospital leaders' satisfaction with their HCAHPS survey provider, per the peer60 report. 1. Press Ganey and PRC tied as the vendor whose users would be most likely to recommend their vendor to oth- ers, with a score of 8.2. The others were rated: • JL Morgan: 7.9 • NCR Picker: 7.6 • HealthStream: 7.1 • Avatar: 6.5 2. Price can be a deciding factor when choosing an HCAHPS survey vendor. JL Morgan users reported the highest satisfaction with the price of their vendor, with a 4.4 out of 5 rating. The others were rated: • PRC: 4.2 • NRC Picker: 4 • Press Ganey: 4 • HealthStream: 3.8 • Avatar: 3.5 3. Users from most vendors reported decent satisfaction with the analytics and reports provided by their HCAHPS vendor, but Avatar users were slightly less satisfied than others. See the breakdown below. • Press Ganey: 4.1 • NRC Picker: 4.1 • PRC: 4.1 • JL Morgan: 4.1 • HealthStream: 3.9 • Avatar: 3.3 4. Beyond the usual HCAHPS questions, vendors of- fer additional surveys that allow users to capture other important data. In this aspect, JL Morgan users were most satisfied, with a rating of 4.4. • Press Ganey: 3.9 • NRC Picker: 3.8 • PRC: 3.8 • HealthStream: 3.5 • Avatar: 2.9 n

• Cover