Podcasts about cahps

In this engaging session, Eric Glazer sits down with Jessica Vander Zanden, VP of Operations at Network Health, a Wisconsin-based plan known for its top-tier CMS ratings and commitment to exceptional provider and member experiences. Jessica shares two standout strategies driving the organization's success: a unique approach to treating providers as valued customers and transforming their call center into a powerful engine for improving CAHPS and Star Ratings. Discover how Network Health redefines healthcare engagement through operational excellence, provider partnership, and member-centric service design.   This session was part of the the Healthcare Engagement Virtual Summit: Strategies for Plans to Engage Consumers and Providers on May 8, 2025, co-sponsored by Bright Spots in Healthcare, TytoCare and Navina. For more information on the summit and to see the full video, please go to: https://www.tytocare.com/virtual-summit-healthcare-engagement-strategies-for-plans-to-engage-consumers-and-providers/  

In this episode of the ASC Podcast with John Goehle, we cover the latest updates from the ASC industry, review a recent survey about OAS-CAHPS, discuss credentialing applications, we follow-up on an earlier discussion of RN Administered Conscious Sedation and discuss our preparations for ASCA 2025 in Denver this week. In our focus segment we discuss incident reporting. Listen to Episode 242 This episode is sponsored by Surgical Information Systems, RFX Solutions, Medserve and  Ambulatory Healthcare Strategies.   Notes and Resources from this Episode: ASCA 60-Second Survey:  OAS CAHPS https://www.ascfocus.org/ascfocus/content/articles-content/articles/2025/digital-debut/asca-survey-shows-majority-of-rspondents-aministering-oas-cahps ASCA 2025 https://www.ascassociation.org/annualconference/home INFORMATION ABOUT THE ASC PODCAST WITH JOHN GOEHLE ASC Central, a sister site to http://ascpodcast.com provides a link to all of our bootcamps, educational programs and membership programs! https://conferences.asc-central.com/ Join one of our Membership Programs! Our Patron Program: Patron Members of the ASC Podcast with John Goehle have access to ASC Central - an exclusive membership website that provides a one-stop  ASC Regulatory and Accreditation Compliance, Operations and Financial Management resource for busy Administrators, nurse managers and business office managers.  More information and Become Member The ASC-Central Premium Access Program A Premium Resource for Ambulatory Surgery Centers including access to bootcamps, education programs and private sessions More Information and Become a Premium Access Program Members Today! Important Resources for ASCs: Conditions for Coverage: https://www.ecfr.gov/cgi-bin/text-idx?c=ecfr&rgn=div5&view=text&node=42:3.0.1.1.3&idno=42#se42.3.416_150 Infection Control Survey Tool (Used by Surveyors for Infection Control) https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107_exhibit_351.pdf Updated Guidance for Ambulatory Surgical Centers - Appendix L of the State Operations Manual (SOM) https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107ap_l_ambulatory.pdf https://www.cms.gov/medicareprovider-enrollment-and-certificationsurveycertificationgeninfopolicy-and-memos-states-and/updated-guidance-ambulatory-surgical-centers-appendix-l-state-operations-manual-som Policy & Memos to States and Regions CMS Quality Safety & Oversight memoranda, guidance, clarifications and instructions to State Survey Agencies and CMS Regional Offices. https://www.cms.gov/Medicare/Provider-Enrollment-and-Certification/SurveyCertificationGenInfo/Policy-and-Memos-to-States-and-Regions Other Resources from the ASC Podcast with John Goehle: Visit the ASC Podcast with John Goehle Website Books by John Goehle Get a copy of John's most popular book - The Survey Guide - A Guide to the CMS Conditions for Coverage & Interpretive Guidelines for Ambulatory Surgery Centers 

On this Episode of the ASC Podcast with John Goehle we discuss the latest news in the ASC Industry including updates on Supply Chain Disruptions, a discussion of how employees can ease the transition from the Hospital to the ASC Setting and in our focus segment, do a deep dive into OAS-CAHPS and the pending implementation in January 2025.     This episode is sponsored by Surgical Information Systems   Notes and Resources from this Episode: HIDA Clips - Tentative Strike Agreement https://thehill.com/business/4915046-port-strike-deal-reached/?email=b3427831f1ca31e5cc12adbeaf25599c6d57e870&emaila=a00ba7927366ae9a1c9cb105a5fbfb6f&emailb=ddfdf9519da78d05b0a4dc5f8e76691a1849dbbec74f804949979add0b419019&utm_source=Sailthru&utm_medium=email&utm_campaign=10.03.24-Breaking%20News-Strike%20deal AHVAP supply chain disruption resource centerhttps://www.ahvap.org/ahvap-aorn-resource-center?mkt_tok=NTQ1LUtDUC0xNjMAAAGV6MH8jpU8dqpPZ0mH7Jh01Q5YFOaNTMmYuKo2ahIEYmiOn_nGAHp_hF3SFAS3Cnd2Rmc9CMfjadnUgJ87Glxux9oZAYuj63ASlm00t3cYPgsF AORN - Periop Today- 8/26/24 - Hospital to ASC: How to Make the Move https://www.aorn.org/about-aorn/aorn-newsroom/periop-today-newsletter/periop-today-newsletter/hospital-to-asc--how-to-make-the-move?utm_campaign=periop_today&utm_medium=promotional&utm_source=email&utm_content=ambulatory_mpl_240828&mkt_tok=NTQ1LUtDUC0xNjMAAAGVOfoVhES1yIvN5z7jzxOJdon4xPRpE-5bZJcNs693Dc-Sl59A3sB3Ry-zRC3WnfZzd59liOfYmj5mCXR5HhZZPQ_HI9FHXVlm2ZmbcGE2hluq Surgical Information Systems - This week's sponsor!Surgical Information Systems INFORMATION ABOUT THE ASC PODCAST WITH JOHN GOEHLE ASC Central, a sister site to http://ascpodcast.com provides a link to all of our bootcamps, educational programs and membership programs! http://asc-central.com Join one of our Membership Programs! Our Patron Program:Patron Members of the ASC Podcast with John Goehle have access to ASC Central - an exclusive membership website that provides a one-stop  ASC Regulatory and Accreditation Compliance, Operations and Financial Management resource for busy Administrators, nurse managers and business office managers.  More information and Become Member The ASC-Central Premium Access Program A Premium Resource for Ambulatory Surgery Centers including access to bootcamps, education programs and private sessions More Information and Become a Premium Access Program Members Today! Important Resources for ASCs: Conditions for Coverage: https://www.ecfr.gov/cgi-bin/text-idx?c=ecfr&rgn=div5&view=text&node=42:3.0.1.1.3&idno=42#se42.3.416_150 Infection Control Survey Tool (Used by Surveyors for Infection Control)https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107_exhibit_351.pdf Updated Guidance for Ambulatory Surgical Centers - Appendix L of the State Operations Manual (SOM)https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107ap_l_ambulatory.pdf https://www.cms.gov/medicareprovider-enrollment-and-certificationsurveycertificationgeninfopolicy-and-memos-states-and/updated-guidance-ambulatory-surgical-centers-appendix-l-state-operations-manual-som Policy & Memos to States and RegionsCMS Quality Safety & Oversight memoranda, guidance, clarifications and instructions to State Survey Agencies and CMS Regional Offices. https://www.cms.gov/Medicare/Provider-Enrollment-and-Certification/SurveyCertificationGenInfo/Policy-and-Memos-to-States-and-Regions Other Resources from the ASC Podcast with John Goehle: Visit the ASC Podcast with John Goehle Website Books by John Goehle Get a copy of John's most popular book - The Survey Guide - A Guide to the CMS Conditions for Coverage & Interpretive Guidelines for Ambulatory Surgery Centers  Linked In Post: On this Episode of the ASC Podcast with John Goehle we discuss the latest news in the ASC Industry including updates on Supply Chain Disruptions, a discussion of how employees can ease the transition from the Hospital to the ASC Setting and in our focus segment, do a deep dive into OAS-CAHPS and the pending implementation in January 2025.       This episode is sponsored by Surgical Information Systems   Become a Patron Member of the Podcast! Patron Members of the ASC Podcast with John Goehle have access to ASC Central - an exclusive membership website that provides a one-stop  ASC Regulatory and Accreditation Compliance, Operations and Financial Management resource for busy Administrators, nurse managers and business office managers.  Go to https://asc-central.com/landing/plans/247448 to Become a member today!

In this episode of the Advancing Surgical Care Podcast, ASCA Immediate Past President Mandy Hawkins, RN, CASC, CAIP, leads a discussion with Press Ganey Emerging Markets President Bob McSweeney and Director of Health Policy Eme Augustine about the challenges and opportunities confronting ASCs administering the Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) Survey. With the mandatory January 2025 start date for this postoperative patient survey looming and the threat of a reduction in Medicare reimbursement facing ASCs that fail to comply, this highly informative podcast offers both practical advice and strong words of encouragement for ASCs to start administering the OAS CAHPS Survey today.

It's that time of year again when HIS and CAHPS non-compliance letters are sent out. While it can be an uphill battle, all may not be lost if you receive a notice of non-compliance. Join Husch Blackwell's Meg Pekarske as she talks with Jacob Harris, who shares insights on what matters in these appeals and how he helped so many hospices across the country over the last several years avoid detrimental rate cuts. The key takeaways are: 1. don't assume nothing can be done and 2. it's always worth exploring whether your facts may warrant pursuing an appeal.

Send us a Text Message.When we talk about the shift to value-based care, we talk a lot about concepts like delegated risk, upside and downside bonuses and incentives, and of course, data. On the quality side, we default to using standard patient satisfaction scores and tools as benchmarks for where the conversation starts and ends.In this episode, we take a deeper dive into what quality and a relationship with a patient or consumer might mean. How can we move beyond one CAHPS survey to think about a more holistic experience instead of just “teaching to the test”? How can we remove barriers or burdens for our staff to give them more time to develop deep and meaningful relationships with those we serve? What does it mean to think critically and intentionally about the consumer experience in healthcare, as opposed to simply what a CMS survey mandates? Chad Ghastin is vice president of consumer experience at VNS Health in New York City where he leads the enterprise strategy and execution of programs to increase consumer satisfaction and advocacy. Chad earned a Bachelor of Science degree in Advertising from Grand Valley State University in Allendale, Michigan, and a master's degree in integrated marketing from New York University. For two years, he served as an adjunct graduate professor of CRM and Customer Experience at NYU. He is a Certified Customer Experience Professional as designated by the Customer Experience Professionals Association.

On this Episode of the ASC Podcast with John Goehle we discuss the Latest News, provide an update and advice on the upcoming requirement for participation in OAS-CAHPS - the Outpatient and Ambulatory Surgery CAHPS Survey and in our focus segment, we discuss how to use data to enhance your supply chain operation with Katie St. Onge with triValence.     This episode is sponsored by triValence.     Notes and Resources from this Episode: Becker's Article on the Number of ASCs in US:https://www.beckersasc.com/asc-news/the-number-of-ascs-in-all-50-states.html?origin=SpineE&utm_source=SpineE&utm_medium=email&utm_content=newsletter&oly_enc_id=0573H1191845C8E Advisory Board Daily Briefing ECRI and the Institute for Safe Medication Practices (ISMP) list of the top 10 patient safety concerns affecting the healthcare industry. https://www.advisory.com/daily-briefing/2024/03/14/ecri-report OAS CAHPShttps://www.ascfocus.org/ascfocus/content/articles-content/articles/2024/digital-debut/start-on-oas-cahps-survey-implementation-now Our Sponsor triValence:http://trivalence.com Request a Demo of their Platform/mes INFORMATION ABOUT THE ASC PODCAST WITH JOHN GOEHLE ASC Central, a sister site to http://ascpodcast.com provides a link to all of our bootcamps, educational programs and membership programs! http://asc-central.com Join one of our Membership Programs! Our Patron Program:Patron Members of the ASC Podcast with John Goehle have access to ASC Central - an exclusive membership website that provides a one-stop  ASC Regulatory and Accreditation Compliance, Operations and Financial Management resource for busy Administrators, nurse managers and business office managers.  More information and Become Member The ASC-Central Premium Access Program A Premium Resource for Ambulatory Surgery Centers including access to bootcamps, education programs and private sessions More Information and Become a Premium Access Program Members Today! Important Resources for ASCs: Conditions for Coverage: https://www.ecfr.gov/cgi-bin/text-idx?c=ecfr&rgn=div5&view=text&node=42:3.0.1.1.3&idno=42#se42.3.416_150 Infection Control Survey Tool (Used by Surveyors for Infection Control)https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107_exhibit_351.pdf Updated Guidance for Ambulatory Surgical Centers - Appendix L of the State Operations Manual (SOM)https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107ap_l_ambulatory.pdf https://www.cms.gov/medicareprovider-enrollment-and-certificationsurveycertificationgeninfopolicy-and-memos-states-and/updated-guidance-ambulatory-surgical-centers-appendix-l-state-operations-manual-som Policy & Memos to States and RegionsCMS Quality Safety & Oversight memoranda, guidance, clarifications and instructions to State Survey Agencies and CMS Regional Offices. https://www.cms.gov/Medicare/Provider-Enrollment-and-Certification/SurveyCertificationGenInfo/Policy-and-Memos-to-States-and-Regions Other Resources from the ASC Podcast with John Goehle: Visit the ASC Podcast with John Goehle Website Books by John Goehle Get a copy of John's most popular book - The Survey Guide - A Guide to the CMS Conditions for Coverage & Interpretive Guidelines for Ambulatory Surgery Centers 

Hosts Fred Goldstein and Gregg Masters MPH welcome Lauren Barca, MHA, RN, BSN, VP of Quality and Stars at 86Borders, a technology platform and care coordination company that connects health plans with their inactive, unable to reach, and underserved members. With over a decade of experience at United Healthcare, Lauren boasts a proven track record in driving success across Stars, HEDIS, CAHPS, and HOS initiatives. Recognized for her versatility and innovation in healthcare and clinical operations, she is an expert in navigating and fulfilling regulatory requirements. Lauren is deeply passionate about public health and is committed to enhancing the quality of care for economically disadvantaged and medically underserved populations. We discuss the challenges of member engagement and the need to focus on problems in living in order to optimize health care outcomes for plan members. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen

This episode of PopHealth Week features Lauren Barca, MHA, RN, BSN, VP of Quality and Stars at 86Borders, a technology platform and care coordination company that connects health plans with their inactive, unable to reach, and underserved members. With over a decade of experience at United Healthcare, Lauren boasts a proven track record in driving success across Stars, HEDIS, CAHPS, and HOS initiatives. Recognized for her versatility and innovation in healthcare and clinical operations, she is an expert in navigating and fulfilling regulatory requirements. Lauren is deeply passionate about public health and is committed to enhancing the quality of care for economically disadvantaged and medically underserved populations. We discuss the challenges of member engagement and the need to focus on problems in living in order to optimize health care outcomes for plan members

In this episode of the Advancing Surgical Care Podcast, ASCA Chief Executive Officer Bill Prentice and ASCA Director of Education & Clinical Affairs Gina Throneberry discuss the Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) Survey, a postoperative patient survey developed by the Centers for Medicare & Medicaid Services (CMS). Beginning in January 2025, OAS CAHPS will become a mandatory part of Medicare's Ambulatory Surgical Center Quality Reporting (ASCQR) Program, and ASCs will be required to use a CMS-approved, third-party vendor to administer the survey to their patients. In this short, but highly informative program, Prentice and Throneberry discuss the origins of the OAS CAHPS Survey, its content, threshold requirements and the importance of hiring a vendor and implementing the survey well in advance of January 2025.

For a variety of unfortunate reasons, some hospices found themselves facing a 4% rate reduction for non-compliance with either Hospice Item Set (HIS) or Consumer Assessment of Healthcare Providers & Systems (CAHPS) requirements. For the third year in a row, the Husch Blackwell hospice team successfully advocated that the penalty not be imposed on its clients and CMS agreed! In this episode, Husch Blackwell's Meg Pekarske and Jacob Harris share more about how they achieved these thrilling results. This is a good listen and reminder for all of us that good advocacy can make a difference and CMS does keep an open mind.

Imagine having an intimate chat with Dr. Joan Teno, a leading adjunct professor at Brown University, and one of the long-standing researchers in the hospice and palliative care space.  In this podcast we shed light based on research and data regarding quality and satisfaction in hospice. It's not every day you get the chance to dig into such a vital topic with someone of her caliber. In our candid conversation, Dr Teno shares her extensive career experiences, incredible research findings, and highlighting her unwavering commitment to mentoring the next generation of hospice healthcare professionals and researchers. We venture into the heart of hospice care, examining the significance of prioritizing quality over profits and the essential role multidisciplinary teams play in delivering exceptional care.As we navigate further into this enlightening discussion, we examine the intricate details of quality care in hospice settings.  Drawing insights from Dr. Teno's student's senior thesis, we uncover how even minute variations can profoundly impact the quality of hospice care.  We delve into the value of the CAHPS survey, shedding light on the pivotal role of the family in the care experience.  We then shift our focus to Medicare Advantage plans and their relationship with hospice care.  We discuss the Quality Bonus Plan for Medicare Advantage plans, underscoring the need for transparency and precision in data.  This compelling conversation concludes with Dr. Teno's profound reflection on the significance of acknowledging patients' perspectives on their needs. Y ou don't want to miss this insightful journey through the world of hospice care.This is a great listen for staff, leaders, and even Board's of hospice and palliative care organizations.  Join us; this is timely and relevant.  The importance of patient's own views on what they need. - Dame Cicely SaundersIn this era of evolving value-based medicine, where value is determined by costs and quality. We need to stay true to the words of Dame Saunders and don't forget the quality side of the equation.  – Dr. Joan TenoGuest:  Dr. Joan TenoAdjunct Professor of Health Services Policies and Practices at Brown UniversityHost:  Chris Comeaux, President / CEO of TCNhttps://www.teleioscn.org/tcntalkspodcast/measure-what-matters-and-what-really-matters-is-the-close-of-life Teleios Collaborative Network / https://www.teleioscn.org/tcntalkspodcast

The art of ruckus making means doing generous work and serving others. Denise Wiseman explains the motivation behind her passion for improving the patient experience to Jim Cagliostro.    Episode Introduction  Denise explains the importance of a positive attitude in ruckus making, why healthcare needs a new paradigm of CARE, and the importance of setting rather than meeting expectations. She also highlights the need to make a ruckus about HCAHPS, the critical role of Patient Family Advisory Councils, and reminds us that all leaders are human – and everyone is a leader.    Show Topics   Making a ruckus is doing generous work  Calling for a new paradigm in healthcare Opening up conversations around the patient experience We need to make a ruckus about HCAHPS Expanding connections outside of healthcare Leaders are human too (and all of us are leaders)   07:32 Making a ruckus is doing generous work  Denise explained how Seth Godin's Akimbo program helped her to understand the definition of ‘'ruckus.''  ‘'So when I was given that opportunity to redefine my career, I took time to reflect and consider on what the right next step was for my career and also for my life. And so I took a few courses from Seth Godin and his Akimbo program and I don't know if you know much about Seth, but he ends his videos and his trainings with saying, "Go make a ruckus." And when he says that what he means, and this is a quote from him, "When we show up to make a ruckus, we're doing generous work. Work on behalf of those we seek to serve." And then he says, "We need to dig in and do something that might not work." And so when he is talking about making a ruckus, he's talking about thinking outside the box, embracing the unknown, being courageous and with a positive attitude and that's everything you'll see from Seth. It's with a positive attitude, stepping out, giving it your all, testing, trying and doing something differently. And Jim, that is exactly what we need in healthcare. And so being a Ruckus Maker, to me, is identifying those things that are problematic in healthcare. We're all aware of them. If you're on LinkedIn or in other forms, you're hearing people talk, complain about the problems of healthcare, right?  And I say, let's identify it, that's fine, but let's then understand enough that we understand the root of the problem, what's really going on to cause what we're seeing and then let's do something about it. And so that's making a ruckus, right? That's doing something about it. Let's stop blaming others, let's stop waiting for somebody else to solve it and let's take action.''   09:39 Calling for a new paradigm in healthcare Denise said a new paradigm of CARE would put the ability to take time to care back into the system.  ‘'So the second part of your question was my call for a new paradigm. And so you'll hear many people talk about the current situation in healthcare as broken and I'm one of those. And in many ways it is broken. Not everything. Not everything is broken, but we are a system in trouble. We have patients who are heavily burdened by many expectations of them, within healthcare. We have staff who are burdened by regulations, organizational policies and practices, by the current challenge of staffing, by the disconnect between those very highest in leadership and decision-making and what actually occurs in the moments of care delivery. Our current paradigm has healthcare that is not accessible to all. Our current paradigm refuses care or at least to pay for care for far too many or inadequately pays and leaves thousands financially devastated for seeking life-saving care. We have healthcare that being delivered on the backs of nurses and clinicians. They are beautifully heart-centered people for the most part and they're striving to do their very best. And when we talk about moral injury, it's true injury, they're suffering. So a new paradigm would be the definition of care and that's all CAPS, CARE. I'm talking about an experience of healthcare where there's trusted relationships between providers and patients, the patient is known by the provider, the gaps in care are eliminated, misdiagnoses and medical errors are greatly reduced if not eliminated. The new paradigm puts care, the ability to take time to care, back in healthcare. Or as my good friend Tom Dahlberg would say, "It includes love and the relationship of all connected with healthcare."   14:03 Opening up conversations around the patient experience    Denise said the patient experience starts at the first moment of engagement.  ‘'….But here's the problem, there's a bigger issue with experience. Oh, so here we go. I should be able to schedule an appointment with my physician within days, maybe weeks of needing one. But in my most recent experience, I had to wait five months to schedule an appointment with a provider. Well, that's a bad experience from the moment I've engaged with your organization. And if I'm going to your ED and I have a two hour or more wait in the waiting room before any treatment has begun, that's experience of care. If I then have questions about whether or not I can trust the care that was given to me for whatever reason, perhaps a misdiagnosis, medical error or just a simple lack of or miscommunication, that's experience of care. And after all of that, I receive a bill for care that I can't pay for or will cause me extreme financial hardship, that is experience of care. And we are completely ignoring that with our conversations on our efforts for the improvement of patient experience.''   18:21 We need to make a ruckus about HCAHPS Denise said progress in the patient experience has been minimal.  ‘'We've not improved experience, not really. The nationally publicly reported data reflects that in those first few years, we did make improvements and that's because at that time there was concern about the money, the incentives that were attached to the results and there was some fuel behind that movement. And in part I think some of it, that improvement, is attributed to Studer Group. There was a lot of effort being done. But in the last decade, I pulled the numbers just recently and I put a thing out on LinkedIn about this. In the last decade, other than the most recent declines in HCAHPS because of COVID, our national data shows we're flat, we've made minimal, if any, like a one point shift improvement across the different components of the survey….And yet we spend hundreds of millions of dollars annually to the industry of patient experience and we've seen little value. In fact, I would actually argue that we're causing damage. So when we look at the survey, I don't have a huge problem with questions on the survey. So HCAHPS, we can look at, but there are actually over 20 CAHPS surveys and more are being developed and there are good reasons behind the questions they select. So communication with nurses and doctors is critical for our patient's safety. We have to be able to understand what we need to do to take care of ourselves. We also need to be able to express how the treatments are making us feel or any other communication.''   25:47 Expanding connections outside of healthcare Denise said band-aid solutions arise when we don't listen to other perspectives.  ‘'… When we only ever hear from the same people, people with our same experiences, when we only experience the same experiences and when our knowledge is only deep, and deep is good, but it's not also wide, there's much that we do not know and our perception is narrow, it does not mean that our perception is wrong, but it's incomplete. And so when nurses only ever talk with other nurses, physicians with other physician, pharmacists with other pharmacists inside healthcare only willing to talk or listen to others from inside healthcare. And this one's really important in my opinion, when those who have positional titles or are considered thought leaders within their field are invited to the conversations or to make decisions, they're the only ones there. We're hearing only from the perspective of that group. We are then only working to solve our perspective of the problem. And this is what leads to band-aid solutions and gaps that we can't bridge. So I think it's absolutely critical for us to have a highly diverse, integrated and inclusive approach.''   36:13 Leaders are human too (and all of us are leaders)  Denise shared her leadership tips and emphasized the need for grace and understanding.  ‘'…in those positions, they're also under a lot of stress, they are triggered. And so I think the most important thing that I have learned working across our country and meeting with many different leaders is that leaders are humans. They are. I believe the majority of our leaders in healthcare, at whatever level they are, they truly come to work each day wanting to do the very best. Often they're not positioned to do their very best and they're struggling. And so when we talk about healthcare leaders, it's an area where we place a lot of blame. I see too much of that where we blame the leaders for the current situation in healthcare. And I think instead we need to seek to understand, we need to understand the very difficult positions they're in and why they are acting the way they are and making the decisions they are rather than just placing judgment on them. We need to be able to extend a hand to help and we need to be able to give some grace, if, when a leader makes a mistake because they will, we need to be able to give them grace and to let them correct. And then I think the other thing is each and every one of us, no matter what our position is, are leaders. And so how can we consider our own way of acting, mentoring, guidance, and leading in order to role model it to those around us, to those above us, et cetera. So instead of blaming and saying, well, they're acting that way, I don't have to be any better. I think each and every one of us owns our own actions and our own leadership in the space that we reside within.''   Connect with Lisa Miller on LinkedIn Connect with Jim Cagliostro on LinkedIn Connect with Denise Wiseman on LinkedIn Check out VIE Healthcare and SpendMend    You'll also hear:  From dietician to Chief Ruckus Maker: Denise's career history and lessons learned along the way. ''What I've learned the hard way is that for-profit organizations are typically, for the most part, for profit before all else''. How an Achilles injury led to a life changing patient experience.  The importance of setting patient expectations:  ‘'So that's a key word there that we're setting instead of meeting, and this is the psychology of experience. For example, a hospital is going to be noisier than your home ... .And so there's an element that talks about how do we set our patients up for that expectation, to ensure that they understand what we mean by the question on an HCAHPS survey about quiet at night. ‘' Why HCAHPS surveys still have too many gaps: ‘'… huge demographic populations are underrepresented in the responses, but as I hinted at earlier, the surveys have many gaps. They're not capturing critical components of experience, they're not elevating systemic issues from our national healthcare system.'' The critical role of PFACS (Patient Family Advisory Councils) ‘'…our PFACs are critically important, underutilized, under-supported. We ask people to volunteer their time when really they need to be a partner at the table with us and perhaps be paid in some method for their contribution.''   What To Do Next:   Subscribe to The Economics of Healthcare and receive a special report on 15 Effective Cost Savings Strategies.   There are three ways to work with VIE Healthcare:   Benchmark a vendor contract – either an existing contract or a new agreement. We can support your team with their cost savings initiatives to add resources and expertise. We set a bold cost savings goal and work together to achieve it.  VIE can perform a cost savings opportunity assessment. We dig deep into all of your spend and uncover unique areas of cost savings.  If you are interested in learning more, the quickest way to get your questions answered is to speak with Lisa Miller at lmiller@spendmend.com or directly at 732-319-5700.  

Phylicia Schroeder, Manager, Provider Engagement and Quality Analytics at Blue Cross Blue Shield of Arizona Medicare Advantage and Janine Wakim, Head of Operations at ReferWell, join Eric to discuss how the plan is transforming the member journey by instituting a cultural shift putting the member's needs above the plan's needs, adding that to accomplish this goal, the plan uses data and predictive analytics to learn about what makes its members unique. Topics covered during the episode include: - Member journey mindset - Navigation and physician scheduling - Data integration, risk mitigation (as it relates to CAHPS) and  - Provider engagement.    Phylicia and Janine share many bright spots your plan can implement to provide a tailored experience for your members!   About Phylicia Phylicia is a highly skilled Medicare Stars quality (HEDIS, CAHPS, HOS) analyst and strategist who specializes in data analysis, extrapolation and visualization through building dashboards in Power BI, technology implementation, provider engagement and clinical workflows, project management, process improvement and documentation.  She is a true innovator who never says “No” and sees obstacles as opportunities to apply creative problem-solving to find a solution.   About Janine As Head of Client Operations, Janine Wakim is keenly focused on the success and satisfaction of ReferWell's customers.  Janine leads the team that works with some of the largest healthcare systems and payers in the United States from onboarding to growth to ongoing support.  She is an operations leader with over 20 years of experience in strategic planning and process improvement, leading client experience and business analytics teams. At Gartner, she served as the lead in building the offshore center of excellence for Business Analysis to provide insights into the Research and Advisory business to grow its footprint and retain its client base. She also served in leadership roles at Datto and Potoo Solutions. Janine earned a Bachelor of Science in Finance from Lehigh University, an MBA from Columbia Business School, and an MPH in Hospital Administration from Columbia University Mailman School of Public Health. This episode is sponsored by ReferWell Health plans are acutely aware that they are measured and graded on quality, experience and health equity more so than ever before. Their biggest challenge is to impact those areas directly. ReferWell helps health plans advance health equity by scheduling underserved members for the care they need, be it medical, care gap appointments or — through your community partnerships — appointments for transportation assistance, nutritional counseling, mental health services and other community-based organization offerings. Data shows that ReferWell's solution directly impacts the members who need it most.    ReferWell care navigators find the Perfect Match right at the referable moment (when the member is leaning into their care) and schedule the member while on the phone. It's a proven process that provides better access, experience and outcomes for members, and better quality performance, which affects the health plan's bottom line. For more information, visit www.referwell.com.  

For more information, contact us at 859-721-1414 or myhealth@prevmedheartrisk.com. Also, check out the following resources: ·Newsletter Sign Up·Purchase an Appointmen Today!·PrevMed's Locals·PrevMed's Rumble·PrevMed's website·PrevMed's YouTube channel·PrevMed's Facebook page·PrevMed's Instagram·PrevMed's LinkedIn·PrevMed's Twitter ·PrevMed's Pinterest

Have you heard of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey? This week on Docs in a Pod, WellMed Associate Regional Medical Director of Quality, Dr. Neepa Shah discusses the important role the CAHPS survey plays in improving patient care. Listen in as she speaks with co-hosts Ron Aaron and Dr. Tamika Perry (WellMed at Redbird Square). Listen to the podcast by searching for Docs in a Pod on Apple Podcasts, Google Podcasts, Pandora, Podbean and Stitcher. Docs in a Pod focuses on health issues affecting adults. Clinicians and partners discuss stories, topics and tips to help you live healthier. Docs in a Pod airs on Saturdays in the following cities: 7 to 7:30 a.m. CT: San Antonio (930 AM The Answer) DFW (660 AM, 92.9 FM [Dallas], 95.5 FM [Arlington], 99.9 FM [Fort Worth]) 6:30 to 7 p.m. CT: Houston (1070 AM/103.3 FM The Answer) 7 to 7:30 p.m. CT: Austin (KLBJ 590 AM/99.7 FM) Docs in a Pod also airs on Sundays in the following cities.  1:30 to 2 p.m. ET: Tampa (860 AM/93.7FM)

Healthcare leaders from Alignment Health, SCAN, ATI Advisory and Dina discuss the importance of MA plans to ensure members understand available non-medical benefits. Making the experience painless is essential to attracting and retaining members – and improving CAHPS and Star Ratings. Learn successful strategies and best practices your plan can implement to improve member experience and ensure members receive the care they need. Topics include: Humanizing the navigation process; creating a culture of customer service; using technology to streamline benefit navigation, and leveraging home-centered care    Panel: Dawn Maroney, CEO of Alignment Health Plan and President, Markets of Alignment Health John Petito, Corporate Vice President of Strategy & Transformation, SCAN Health Plan  Ashish V. Shah, CEO, Dina Anne Tumlinson, CEO, ATI Advisory Bios: https://www.sharedpurposeconnect.com/events/maximizing-the-impact-of-supplemental-benefits-to-increase-star-ratings/   Payer & Provider Executive Roundtable Summit Registration: https://www.eventbrite.com/e/payer-provider-roundtable-summit-engagement-clinical-bright-spots-registration-469644799237   This episode is sponsored by Dina Dina provides benefits and care coordination solutions to support health plans and providers as they extend care management into the home. Customers use our SaaS technology to digitize their network of community and home-centered providers; transform coordination workflows so they spend less time with phone calls and faxes; collect performance data to improve their network continuously; and capture meaningful data directly from home. Last year, Dina was named to the Inc. 5000 list of fastest-growing companies and CB Insights Digital Health 150 list of companies transforming healthcare with digital technology. 

Dr. Jeffrey Kang– Geriatrician, former CMO of CMS, former CMO of Cigna, former executive at Walgreens and ChenMed, and now CEO of at-home primary care startup Wellbe Senior Medical– joins for an in-depth conversation on how to usher value based care innovations in the healthcare system. As the first Chief Medical Officer of CMS, Kang pioneered HCC codes, HEDIS and CAHPS metrics, and much of the foundation of value based care in the United States. Join for a discussion on the role of private equity vs venture funding in disruptive healthcare entrepreneurship, the future of primary care, and health system reforms needed in value-based care. During the conversation, Kang discusses novel ideas around risk adjustment coding in Medicare Advantage, which he outlined in a Health Affairs Article in response to the landmark piece by Dr. Don Berwick (S3E1) and Dr. Rick Gilfilan. You can find his article here: https://www.healthaffairs.org/do/10.1377/forefront.20220706.909897/full/ --- Send in a voice message: https://anchor.fm/tdio/message

“The goal is to support consumers in making informed decisions about which plan to choose”HEDIS hones in on 5 domains of care and measures whether the healthcare services rendered are actually improving conditions. The domains include effectiveness of care, access or availability of care, experience of care, utilization and resource use, and information about the health plan.In the domain of access or availability of care, advancing health equity and improving quality of care for underserved populations is an up and coming topic that the NCQA is focusing on. There will be a requirement, tentatively set for 2024, for health plans to have race and ethnicity data on 80% of a health plan's population. Health plans should be auditing their member information now to identify incomplete information sets and develop a plan for incorporating the right data into race and ethnicity stratifications. This data can be sourced directly or indirectly. Direct data comes directly from the member. For example, from a survey, enrollment information, or even requested from provider's EMRs. Indirect data is the practice of using data for a purpose other than the reason it was originally collected, such as census data.Another change we can expect from the NCQA is the shift to acquire more electronic sources for data collection. They've started to develop specific measures, Electronic Clinical Data System sets, ECDS. It's not required today for the Medicare Advantage population, but this should be on every health plan's radar because it will be a NCQA requirement in the future.HEDIS data is valuable beyond HEDIS. Forward-thinking plans can leverage the output of HEDIS data to support CAHPS and HOS. The data can be pushed downstream to other areas of the business to provide member-level insights like member compliance for care management teams or member communications. This is where risk adjustment—closing gaps, health management, communications, and member experience intersect. This should be each health plan's future goal—to have a holistic model where all business units are on the same page, fueled by the same data and working together towards the same goal. About Our GuestAlyse Schwartz is the Director of HEDIS Analytics for Advantasure. Alyse holds a Master of Science degree in public health with a focus on epidemiology. She's an experienced researcher and has been in the quality improvement space for over 10 years. 

In this episode,  we explore the business case, value proposition, how to improve the patient care experience, improve CAHPS scores, the importance of collaborative decision making, and the impact to agencies providing Age-Friendly Care at Home.More than ever before, patients want individualized care, more say in their care, being involved in decision making, and ensuring what matters to them is heard so they have positive experiences.Link to Age-Friendly Care resourcesRegister Now! This two-and-a-half-day workshop will focus on giving you all the tools you need for operational excellence with a goal of patient-centered care. This is a hands-on, skill-based workshop that is focused in on the Hospice industry and has a tailored approach to increasing agency success. Learn more about Age-Friendly Health Care Connect with us - LinkedIn, Twitter, YouTube, Facebook Leave us a Google Review Subscribe to our emails Visit our website

As we turn the page from 2022, health plans are facing new challenges impacting member experience, retention, and, most importantly, their member's health. This panel will offer insights on the priorities to focus on as we enter 2023. Topics include: the new reality health plans and members will face once the PHE ends and how getting ahead will avoid significant membership losses; CMS' increased weight on CAHPS surveys will lead to more focus on member satisfaction; New Social Need Screening and Intervention (SNS-E) requirement means that plans will need to get more serious about members' social needs by 2025 Panel: Mikal Sutton, Managing Director, Medicaid Policy, Blue Cross Blue Shield Association; Mildred Menos, Director of Member Advocacy and Community Outreach Transformation, Horizon Blue Cross Blue Shield of New Jersey; Steve Wigginton, CEO, Icario Link to bios: https://www.sharedpurposeconnect.com/events/2023-strategy-session-member-redetermination-cahps-and-social-needs/ This Bright Spots in Healthcare episode is sponsored by Icario Icario is a health action platform that unites pioneering technology, data science, and behavioral insights to connect everyone to better health. Icario develops personalized healthcare experiences that move people to better health with every action while reducing member abrasion through extrinsic and intrinsic motivations. Learn more at icariohealth.com.

Lance talks about Medicare STAR Ratings on the #HealthCast and gleans from his experience with success and failure within the 4 STAR threshold. He also provides advice to health plans that didn't hit their mark for STARs and the importance of maintaining a strong culture and remembering that your teams busted their arses on HEDIS, CAHPS, HOS, Supplements Data, and Audit.1.) Be direct with your leadership team if changes in personnel are forthcoming but do NOT publicly scapegoat your staff.2.) Bring in consultants that have actually managed healthcare operations and understand the technical specificity for STAR Measures. There are many brilliant Harvard/Yale consultant with 160 IQ's but limited healthcare knowledge.3.) Focus on member experience. Drill down to the zip code level. Understand your base and what makes them tick. What type of media do they respond to. What social determinants of health programs are relevant to them?

“One area of opportunity that a lot of health plans overlook, is taking a step back and looking at data that's right in front of them with a new perspective..”The weight of the CAHPS survey has steadily increased over the years from 8% in 2014 to 32% of the overall Star Rating in 2021. Scoring is complex and there's no one size fits all strategy. Two health plans the same size can do the same thing and get different results. The reason for this is attributed to the unique nature of every member experience in different member populations. There are a number of variables that contribute to positive CAHPS performance. Although CAHPS performance can't be pinned to one effort, the health plans that are most successful have a wholistic strategy that involves multiple departments and synergies between their member communications and outreach. Every single thing that's printed on paper, published on websites, sent via email, or communicated verbally—matters. Carefully crafting and optimizing a targeted member journey is essential to successful CAHPS. It's often forgotten that health plans are surveyed not just on their own interactions with members, but also their agents and provider networks. Education and onboarding partners to deliver a member experience is just as important as training customer service representatives. All member touch points are a reflection of the health plan.In order to improve the member journey, plans must evaluate their available data from multiple perspectives. For example, it's no longer sufficient to evaluate appeals and grievances through the narrow lens of whether it was an appropriate denial or not. Today, plans need to also analyze complaint data from a quality vantage point and determine it its more expensive to have an abrasive member experience. About Our GuestAmy Weiser is an accomplished healthcare executive with 20+ years of experience in health plans and facility and practice management. Weiser has experience with Medicare Advantage, Dual Special Needs Plans, MMP, and Medicaid lines of business. She has had responsibilities that have included Star and Hedis oversight, operations, member and provider materials and engagement, medical management leadership over care management and utilization departments, as well as experience starting a new quality and patient experience department for a large physician network.

Staff Meal Pamiliya Boyz are giving y'all a bonus episode from the July 4th Spesh!!! The terrible flavored vodka has digested and gotten us a lil saucy. We drunk banter more USA facts, movies and food! Cheers.

Alan McKee the Founder & CEO of Acurata shares How do you improve your hospice CAHPS score? Get more info at https://www.Acurata.us/

In this podcast, Chris interviews Janelle McCallum, Chief Clinical Operations Officer of TCN to discuss a very thought-provoking subject:   What do Love & Strategy have to do with CAHPS scores? After many trials and errors trying to figure out why CAHPS scores did not seem to reflect what we often have heard about our “great hospice care,” Janelle McCallum created a framework called “The 5 Gems of Quality”.  It is based on two paths:  Love and Strategy.  Both matter when it comes to excellent CAHPS outcomes.  Join us to learn more. Our GuestJanelle McCallum, Chief Clinical Operations Officer for Teleios Collaborative NetworkOur HostChris Comeaux, President & CEO, Teleios Collaborative Network

Drs. Simul Parikh and Matt Spraker host health care quality experts radiation oncologist Dr. Marsha Haley and MROQC program manager Melissa Mietzel, MS for a discussion about everyone's favorite topic: patient satisfaction scores!We begin with a discussion of Marsha's recent graduate work, a systemic review of whether patient satisfaction measures such as Press-Gainey and CAHPS are related to quality outcomes. You may be shocked to learn that the evidence is limited. Matt bravely shares his patient sat scores and then we discuss how games like "top box scoring" and low sample sizes make these instruments frustrating to use for continuous quality improvement. What's worse, Goodhart's law inevitability degrades the value of the surveys and some studies even suggest that they may impact practices such as pain management. Yet, the future is bright! We move on to discuss patient reported outcomes as a better solution to measuring care quality. Melissa, who has helped implement robust collection of PROs across 26 radiation oncology clinics, teaches us the ways of implementation across MROQC.We close the show with Simul putting Marsha and Melissa through a Pennsylvania and Michigan themed Accelerators Lightning Round! Episode art generously donated by Dr. Danielle Cunningham.

Are you looking at ways to improve your patient's experience? Do you strive to ensure patients leave your office feeling confident about their health? In this episode of Medicaid Simplified, you'll learn how to improve a patient's experience while also achieving high scores from the Consumer Assessment of Healthcare Providers Systems (CAHPS) survey. Medicaid Simplified is hosted by Blue Cross and Blue Shield of Texas (BCBSTX). This podcast is designed to help health care providers deliver optimal care for Texas Medicaid members. Don't forget to rate, review and subscribe to Medicaid Simplified from wherever you listen. Follow Blue Cross and Blue Shield of Texas on social media: Twitter: https://twitter.com/BCBSTX Facebook: https://www.facebook.com/bluecrossblueshieldoftexas/ LinkedIn: https://www.linkedin.com/showcase/bcbstx/

Welcome to Essential Insights: A Podcast for Healthcare presented by the Hospice & Homecare Webinar Network. This week's episode is a clip from the on-demand webinar, 22 Tactics to Increase Your CAHPS Scores in 2022 that covers two of the tactics that Susan has identified that will help increase your CAHPS scores. Register and learn more here: https://fin-ed.info/3pD8aQE. Podcast listeners can also use coupon code PODCAST10 for 10% off this timely webinar. Susan Keane Baker, author of Managing Patient Expectations, is a dynamic speaker known for providing practical techniques that can be implemented quickly. A former hospital vice president, Susan attained the designation of Fellow of the American Society for Healthcare Risk Management. She has served as a member of the Board of Examiners for the Malcom Baldrige National Quality Award and is currently a Commissioner on the Connecticut State Commission on Medicolegal Investigations. Check out these links for more info! Webinar Registration: https://fin-ed.info/3pD8aQE Speaker's Website: https://www.susanbaker.com/ Questions? support@eewebinarnetwork.com Follow us on LinkedIn: http://linkedin.com/company/hhwn Like us Facebook: http://facebook.com/hhwnwebinars Tweet us on Twitter: http://twitter.com/HospiceWebinars Read our blog: https://hhwnbulletin.medium.com/

:   In October of this year, The Kaiser Family Foundation released a study that showed 7 in 10 Medicare Beneficiaries did not shop for new plans during the 2018 open enrollment period.  If this is the case, then why all the focus on plan design enhancements each year? To help us understand what Medicare Advantage plans are currently doing to attract and retain members and what they might do better is Betsy Seals.  Betsy is the CEO and Co-founder of Rebellis Group, a consulting firm with deep expertise in health plans, PBM and government regulations.  The Rebellis Group helps organization with strategy and operational processes to help optimize their business models.  Betsy has 20-years' experience in the healthcare industry and has worked for notable companies such as Scan Health Plan, Anthem,  and Gorman Health Group. Show notes:  Betsy listens to podcasts that are related to healthcare matters.  As a busy working mother, the last book she read was Where the Crawdads Sing by Delia Owens.

In this episode of the Post-Acute POV, our host Lavin Graviss, VP of Service Delivery at HEALTHCAREfirst, is joined by Rhonda Osborne, CEO and Chief Teaching Officer, Mandy Chandler, Compliance Director, and Stormy Dismuke, Chief Nursing Officer at Shepherd’s Cove Hospice, a six-time Hospice Honors Award recipient. Listen as the group discusses providing exceptional care in the hospice setting and how Shepherd’s Cove focuses heavily on training, people development, and continuous education. This episode provides a look into the uniqueness of hospice care and the importance of establishing trust with patients and their families. Topics discussed during this episode: [00:30 – 04:35]: Lavin introduces Rhonda, Mandy, and Stormy before Rhonda provides the origin story behind Shepherd’s Cove. [04:49 – 09:42]: Stormy and Rhonda discuss the key areas they focus on for Shepherd’s Cove’s continued success and how their culture contributes to providing exceptional care. [10:26 – 13:13]: Rhonda discusses her organization’s strong commitment to training, people development, and continuous education. [14:33 – 17:50]: Mandy describes how they use their hospice CAHPs survey results to track performance and the value of the quality measure dashboard. [18:55 – 24:03]: Stormy and Rhonda talk about the importance of engaging staff to meet goals and empowering caregivers by letting them know they’re doing a great job. [24:54 – 28:51]: The group discusses the uniqueness of providing end-of-life care and the importance of establishing trust with patients and their families, including tips to do so. Resources Learn more about HEALTHCAREfirst at: https://www.healthcarefirst.com/ Find out more about Shepherd’s Cove Hospice: https://www.shepherdscove.org/ Read the transcript of this episode Listen to more episodes of the Post-Acute POV Disclaimer The content in this presentation or materials is for informational purposes only and is provided “as-is.” Information and views expressed herein, may change without notice. We encourage you to seek as appropriate, regulatory and legal advice on any of the matters covered in this presentation or materials. ©2021 by MatrixCare

On this Episode of the ASC Podcast with John Goehle,   we discuss Vaccine Mandates, discuss recent and upcoming Virtual Conferences, and in our focus segment, review the proposed Medicare Quality Reporting requirements related to OAS-CAHPS and Patient Satisfaction, discuss Patient Communications and Engagement and interview Spencer Kelpe with Dialog Health regarding technological advances in patient communications.    This episode is sponsored by Dialog Health. Dialog Health's business text messaging platform is transforming patient engagement and employee communication.  For more information about how Dialog Health can help your ASC, visit dialoghealth.com   Resources from this Episode: OAS-CAHPShttps://oascahps.org/Survey-Materials Conditions for Coverage:https://www.ecfr.gov/cgi-bin/text-idx?c=ecfr&rgn=div5&view=text&node=42:3.0.1.1.3&idno=42#se42.3.416_150 Interpretive Guidelines for ASCshttps://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107ap_l_ambulatory.pdf Policy & Memos to States and RegionsCMS Quality Safety & Oversight memoranda, guidance, clarifications and instructions to State Survey Agencies and CMS Regional Offices. https://www.cms.gov/Medicare/Provider-Enrollment-and-Certification/SurveyCertificationGenInfo/Policy-and-Memos-to-States-and-Regions Other Resources from the ASC Podcast with John Goehle: Visit our website at ascpodcast.com for a list of all of our virtual conferences.  Get a copy of John's newest book - the 2020 Edition of The Survey Guide - A Guide to the CMS Conditions for Coverage & Interpretive Guidelines for Ambulatory Surgery Centers  Visit the ASC Podcast with John Goehle Website Benefits of Becoming a Patron Member Purchase John's Books Go to the ASC Podcast Store Patron Members of the ASC Podcast with John Goehle have access to ASC Central - an exclusive membership website that provides a one-stop  ASC Regulatory and Accreditation Compliance, Operations and Financial Management resource for busy Administrators, nurse managers and business office managers.   Become a member today!

Jon R sits down with NHPCO's Jennifer Kennedy and special guest Natalie McNeal, Executive Director of WellStar Community Hospice in Georgia. Jennifer provides an update on the latest news from CMS related to the CAHPS survey, and Natalie shares how her hospice adapted their practices in a COVID world to maintain their scores. Hear some practical tips of how your hospice can address low scoring topics in innovative ways.

AdhereHealth  helps Medicare Advantage plans boost their star ratings by improving medication management and CAHPS scores. After a stint working with adolescent schizophrenia patients, Jason has been in healthcare technology his whole career.In his spare time he works with Operation Song in Nashville, helping military families tell their stories through songwriting. 

In this episode of The Post-Acute POV, Lavin Gravis, VP of Service Delivery at HEALTHCAREfirst, sits down with Joanna Rayford, Director of Home Health Care, at Providence Medical Center to understand the benefits of CAHPS reporting. With the ability to drill down by clinicians or patients, Joanna discusses how HEALTHCAREfirst services allows her organization to identify areas for improvement. Listen in as Joanna describes how her organization leverages Hospice CAHPS reporting to get better insight into their quality scores. Resources Learn more about HEALTHCAREfirst services at https://www.healthcarefirst.com/ For more information on Providence Medical Center, please visit: https://www.providencemedical.com/ Listen to more episodes from The Post-Acute POV at www.matrixcare.com/podcast/ Disclaimer The content in this presentation or materials is for informational purposes only and is provided “as-is.” Information and views expressed herein may change without notice. We encourage you to seek as appropriate, regulatory, and legal advice on any of the matters covered in this presentation or materials.

Healthcare IT Today sat down with Suzanne Cogan, Chief Commercial Officer at SPH Analytics and Lisa Slattery, VP Accreditation & Recognition at NCQA, to have a wide ranging conversation about patient engagement in healthcare and how it can be used to drive great population health outcomes. Here's a look at some of the questions we discuss: 1. Is broad based patient engagement dead in healthcare? 2. How has technology allowed us to personalize engagement with patients today? What does it take to really make this effective? 3. How do you measure the effectiveness of messaging? How do you use those measures to improve future response? 4. Why is smarter patient engagement more important than ever in the coming months following the COVID-19 outbreak? 5. Some have suggested that we should stop many reporting measures in healthcare. Why is it important to continue reporting things like HEDIS and CAHPS scores? 6. What's going to drive patient engagement going forward? Learn more about SPH Analytics: https://www.sphanalytics.com/ Learn more about NCQA: https://www.ncqa.org/

Cathy Conway, CEO of Hospice of Santa Cruz County, joins Navin Gupta, SVP of MatrixCare’s Home and Hospice Division, to discuss how her team uses data from CAHPS surveys to realign internal strategy, improve patient care—and win the HEALTHCAREfirst Hospice Honors.

Welcome to the Executive Innovation Show Podcast, brought to you by One Touch Telehealth.During this podcast hear host, Carrie Chitsey, talk with Carla Braveman and Dr. Sheryl Neelankavil. Carla Braveman is the CEO of the Hospice and Palliative Care Association of New York State.Dr. Sheryl Neelankavil is a surgeon by training and is currently the CEO of United Apollo International Inc. She is also the President of Blue Horizons Hospice Austin, the first smart hospice incorporating telehealth communication. Listen to “Will Hospice Need to Innovate with the Silver Tsunami?” as we discuss: Carrie sets the stage of the podcast. For Baby Boomers, the change of culture, cost of facility-based long term care, and technology adoption has created a huge increase in seniors wanting to age at home. How will facility-based vs aging at home take shape in the future? Listen as Carla Bravemen talks about what she sees within the hospice community of New York. Dr. Neelankavil details what sees coming in the future for caregivers. Hear what she believes will happen with more Baby Boomers at home being looked after by their family. What are some of the roadblocks and hurdles of the silver tsunami? How can telehealth, RPM and caregiver support help with these roadblocks?Dr. Neelankavil details the innovative ways Blue Horizons Hospice is using technology to check on their patients, reminding them to take their medications and connect in-home with video telehealth through Alexia. How do social determinants come into play when looking at support options for aging at home?Will Baby Boomers look to more communal home living situations in the future? What are other innovative ways health systems are looking at how Baby Boomers live?How should healthcare executives be looking at telehealth from an operational efficiency standpoint? Hear Carla talk through these categories of savings and reducing anxiety for caregivers. Beyond operational efficiencies, how does telehealth help the patient? Listen as Carla Bravemen and Dr. Sheryl Neelankavil recall their experience with telehealth and how it helped to improve patient satisfaction. Can telehealth improve your CAHPS scores? Is telehealth a retention tool in the employer's toolbox to give workers such as nurses, caseworkers, and physicians work/life balance. Is there a stigma around older hospice nurses and their ability to use technology? Carla Braveman explains why that is a myth and how not to count our hospice nurses when using technology, telehealth, smart devices, and mobile apps to handle day to day tasks with palliative care. What is the future of hospice and telehealth for caregivers? What opportunities lie ahead for third-party vendors connected to the hospice industry such as pastors, funeral homes, medical device companies and more? What’s keeping Carla Braveman up at night? Hear her answers here. Carla Braveman will continue to bring change as the CEO of the Hospice and Palliative Care Association of New York State. Stay in the know here. How will Blue Horizons Hospice Austin continue to innovate? Keep up with their journey and Dr. Neelankavil. Want to learn more about innovations in hospice care? Click here to understand more on the benefits of telehealth for hospice and in-home healthcare from One Touch Telehealth. Support the show (http://www.helpinghumans.care)

Pamela D. Wilson, caregiving expert, answers the question Why is Patient Education and Engagement so important if we want good health and healthcare for ourselves and elderly parents? Dr. Mayer Davidson shares practical information about Diabetes Prevention and Management.

This weeks episode explores the dahkness of teen relationships and horrah stahries frahm the dahk web, bro.  This shit gets wicked awkwahd as yah boys attempt Bastan accents throughout while playing Call of Duty.  

After decades of investment in digital systems of record, patients are beginning to navigate healthcare on their PCs and mobile devices. Providers have created great, consumer-grade technology for a better patient experience — a digital “superhighway” for healthcare. But patient adoption of these systems is still low. Healthcare is complex, there’s no way around that, but poor adoption rates indicate that leaders may have overestimated what consumers are willing to put up with. Technology adoption is never easy, but there may be hope. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the rise of conversational technology that engages through language instead of menus and rigid workflows to deliver intuitive, consumer experiences at scale. Leveraging the patient digital information stored in EHR and CRM systems of record puts patients on a personalized, high-value path to high satisfaction and efficiency.

After decades of investment in digital systems of record, patients are beginning to navigate healthcare on their PCs and mobile devices. Providers have created great, consumer-grade technology for a better patient experience — a digital “superhighway” for healthcare. But patient adoption of these systems is still low. Healthcare is complex, there’s no way around that, but poor adoption rates indicate that leaders may have overestimated what consumers are willing to put up with. Technology adoption is never easy, but there may be hope. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the rise of conversational technology that engages through language instead of menus and rigid workflows to deliver intuitive, consumer experiences at scale. Leveraging the patient digital information stored in EHR and CRM systems of record puts patients on a personalized, high-value path to high satisfaction and efficiency.

Hospice Consumer Assessment of Healthcare Providers & Systems (CAHPS) is a survey that measures the quality of the care provided by hospice as determined by the patient and family. These surveys can reveal a hospice agency's strengths and weaknesses.  Many people will read reviews about a product or service before making a purchase.  Reviews help reveal a company's reputation for providing quality goods and services.  Companies pay attention to reviews to learn where they can improve.  The CAHPS survey helps hospice companies discover the areas where they can improve, and in the process the better the quality of care . In today's episode Helen & Jerry discuss some of the details of the CAHPS survey and what it means for hospice agencies.  To see the results of the CAHPS survey for a specific hospice you can visit the Medicare Hospice Compare website.   To learn more about hospice, the needs of caregivers, tips for self care for personal and professional caregivers, and resources for advance care planning, visit The Heart of Hospice website.  

Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare reimbursements for providers. With the surveys being administered as much as 90 days after a visit, utilizing manual approaches (mail, phone, email), survey response rates are on the decline. This has introduced an element of non-response bias, according to a study published in the journal Patient Experience. In addition to all of this, the consumer dimension is evolving rapidly in healthcare.   Justin Mardjuki joined Greg Kefer in the Digital Conversations studio to discuss the shifting dynamics of surveys, specifically in the hospital environment, where HCAHPS scores can influence significant financial rewards or penalties. New mobile technology has the ability to measure sentiment in real time, as care is being delivered. Consumers are becoming fluent in providing peer reviews on platforms like Amazon, Uber, and Yelp, and maybe the time has come to rethink the CHAPS survey model.

Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare reimbursements for providers. With the surveys being administered as much as 90 days after a visit, utilizing manual approaches (mail, phone, email), survey response rates are on the decline. This has introduced an element of non-response bias, according to a study published in the journal Patient Experience. In addition to all of this, the consumer dimension is evolving rapidly in healthcare.   Justin Mardjuki joined Greg Kefer in the Digital Conversations studio to discuss the shifting dynamics of surveys, specifically in the hospital environment, where HCAHPS scores can influence significant financial rewards or penalties. New mobile technology has the ability to measure sentiment in real time, as care is being delivered. Consumers are becoming fluent in providing peer reviews on platforms like Amazon, Uber, and Yelp, and maybe the time has come to rethink the CHAPS survey model.

Jennifer provides some further insight into CAHPS and explains why is it so vital providers take full advantage. Don't let your CAHPS scores work against you. Remember it is an important way for providers to get feedback on patient and family experiences to strengthen your business and increase satisfaction. And JR talks about that time he got free floor mats.

Low scores on patient outcomes measures within the CMS Star Quality ratings program --- metrics CMS weights most heavily in its assignment of stars --- can typically be traced to poor provider and member engagement, notes Joseph Johnson, vice president of L.E.K. Consulting. Johnson suggests ways to enlist support from these two stakeholder groups, and describes how MA plans should prepare for the possible display in 2014 of CAHPS care coordination ratings along with with its star scores (though the care coordination ratings will not be factored into star ratings). Johnson shared tactics to improve quality ratings as well as insight into the future direction of the CMS Star Quality program during an April 16, 2013 webinar, "A Strategic, Best Practice Approach to Improve CMS Star Quality Ratings," a 45-minute program sponsored by The Healthcare Intelligence Network.