CAHPS Scores: How to Improve Your Most Challenging Scores

Recorded On: 08/28/2024

The Centers for Medicare & Medicaid Services (CMS) develop, implement and administer several different patient experience surveys. The surveys focus on matters that patients themselves say are important to them and for which patients are the best and/or only source of information. CMS publicly reports the results of its patient experience surveys, and some surveys affect payments to CMS providers. Learn how using your hospice quality program can guide your hospice to the best patient care experience.

Objectives:

  • Describe the intention of the CAHPS measures.
  • Discuss how CAHPS data can illuminate vulnerabilities in internal processes and systems.
  • Identify strategies to use CAHPS data to promote improved patient and family experience.

Colleen O'Keefe, RN

Senior Consultant & Project Specialist

Colleen O’Keefe is the Senior Project Specialist for Weatherbee Resources. Colleen has served as an RN Case Manager, Supervisor for a Continuous Home Care team, Clinical Educator, and Compliance Officer. Her clinical, regulatory, and leadership expertise allows her to deliver uncompromising consulting services.

As a Senior Consultant & Project Specialist with Weatherbee Resources, Colleen conducts clinical record audits for hospice organizations facing Additional Development Requests, writes independent expert cover letters to support technical and clinical eligibility for hospice care, and provides assistance and guidance throughout the appeals process. Colleen conducts comprehensive baseline assessment audits and mock surveys to assess regulatory compliance and identify potential risk exposures, and devises action plans to address problem areas. She also conducts education for hospice organizations across the country. Colleen also has experience and expertise in conducting investigations for hospices facing payment-related scrutiny by governmental agencies.

Colleen is a registered nurse and holds a Bachelor’s degree from Northwestern University.

This speaker has nothing to disclose.

None of the planners and presenters for this educational activity have relevant financial relationship(s) to disclose with ineligible companies whose primary business is producing, marketing, selling, re-selling, or distributing healthcare products used by or on patients. 

Weatherbee Resources / Relias, LLC will be transparent in disclosing if any sponsorship or joint providership is present prior to the learner completing the course 

FOR THOSE SEEKING CONTINUING EDUCATION CREDIT:  Criteria for Judging Successful Completion - Participants will only receive CE credit if they sign in and remain present for the entire educational event. Partial credit will not be given 

Once the conference is over, the participant will be required to complete an online evaluation. Once the participant completes the evaluation, a certificate will be available for the participant to print/download/save

TARGET AUDIENCE: The target audience for this course is: Executive Directors, Hospice Medical Directors and Team Physicians, Clinical Managers, Corporate Compliance Officers, QAPI Coordinators, the Interdisciplinary Group, and others

DISABILITY STATEMENT: If you require special accommodations to complete this training, please contact Weatherbee Resources by calling (866) 969-7124 or emailing info@weatherbeeresources.com or contact a faculty or staff member

GRIEVANCES: Weatherbee Resources / Relias, LLC have a grievance policy in place to facilitate reports of dissatisfaction. Weatherbee Resources / Relias, LLC will make every effort to resolve each grievance in a mutually satisfactory manner. To report a complaint or grievance, please contact Weatherbee Resources by calling (866) 969-7124 or emailing info@weatherbeeresources.com or contact a faculty or staff member

All courses offered by Weatherbee Resources / Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.

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