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The HCAHPS HOPE Plan™

Manager/Leaders may talk about ‘accountability’ at every opportunity — but unless they are able to physically show staff what they will be held accountable for, their leadership effort will fall short of success.

The skills, behaviors and scripting required to “Hardwire the Outstanding Patient Experience” in each HCAHPS Domain make training — and accountability — understandable for all associates.

HOPE Plans are designed as easy-to-use check-lists. They are practical teaching tools with which staff learns best practices for Patient Satisfaction. And as ‘living, breathing documents,’ staff members can add their own best practices to any of the Plans for accessible sharing with other departments.

The HOPE Plans serve as vital check-lists to lead service improvement by both clinical and non-clinical staff in each HCAHPS Domain, as well as all ancillary/support departments

 

Purpose and Design

The systematic HOPE blueprint serves as a ready reference tool for all staff members as they work to improve the Patient Experience and HCAHPS scores.

 

Your Hospital Team will learn how to:

• Respond to patients and their families in a timely fashion, always with compassionate care and concern
• Gain favorable HCAHPS reports and thus avoid the public embarrassment of having negative results posted on the CMS web site, and in local media
• Create ownership around a standard of recognizable behaviors that everyone buys into
• Maximize Value Based Purchasing reimbursement from CMS (and all payors) by improving patient satisfaction and HCAHPS scores
• Build a robust patient-centered culture which has a healthy effect on every patient, every time. No exceptions
• Ensure that every employee, including those in support services, sees himself as a care-giver, first and foremost
• Improve market share through positive word of mouth in your community because of improved patient experiences

 

HOPE Plan Deliverables

• HOPE Plan checklists for each of the HCAHPS Domains offer specific, implementable recommendations for:
  • priority best practices
  • critical skills and behaviors
  • necessary tools, equipment and resources
  • staff scripting/sentence starters
  • collaboration with other departments and leaders
  • key educational competencies
• 2 hour orientation on use of the HOPE Plan available via web conferencing
• Ongoing Implementation/HOPE Team Support

CLS recommends chartering Domain-specific rapid-action/LEAN HOPE Plan Teams to improve outcomes, utilizing HOPE Plan tools.