Saturday • June 15
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HCAHPS - The Patient Voice in Quality
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Quint Studer interviews Karen Cook, RN. With more than 20 years of clinical nursing and management experience in health care, Karen has been particularly successful in helping organizations to reduce turnover and empower nurses to participate in creating great work environments. As one of the first coaches to join Quint and the Studer Group, her passion and enthusiasm have been described as "absolutely contagious" and her ability to "get to the heart of the matter" makes Karen one of the Studer Group's most sought-after presenters.
Episode Segments:
Studer Group Radio: Explaining HCAHPS
Karen shares some information about herself and her background in healthcare. She then explains HCAHPS, its results, and why they have become so important.
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Studer Group Radio: Using HCAHPS Effectively
Karen discusses how you can customize HCAHPS for your hospital, how to break down the data, and improve on the results. She & Quint also discuss the focus on family involvement, and the importance of listening versus talking.
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Studer Group Radio: Changes in HCAHPS
Karen talks about what can be done to help patients better understand their discharge instructions, and what can be done to lower readmission rates. She also tells us about some changes in the HCAHPS survey, their new toolkit & where you can get them.
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Links to Related Websites:
What's Right In Health Care 2009 Streaming Video - HCAHPS - A Critical Indicator For Healthcare Quality (with Karen Cook, RN And Susan Edgman-Levitan)
As the co-principal investigator on the Yale/Harvard Consumer Assessment of Health Plans Study (CAHPS) from 1995 to the present, Susan Edgman- Levitan has been involved with HCAHPS since the inception. She has served as Chair of the Institute for Healthcare Improvement's (IHI) Breakthrough Series Collaborative on Improving Service Quality and is a renowned speaker on patient-centered care and healthcare quality. Prior to the conference, select hospitals were surveyed to find the most common questions about HCAHPS and this session will address those questions. Participants should have a working knowledge of HCAHPS as this session is not a primer on the survey tool, implementation process, national comparative results or specific steps to impact particular composites. At the end of this session, the participant will be able to describe how the patient perception of quality care is integrated into quality improvement efforts; respond to common questions routinely asked about HCAHPS with up-to-date information available from the CAHPS team and CMS; and implement steps to ensure their organization is leveraging HCAHPS results as a critical indicator for healthcare quality.

What's Right In Health Care 2009 Streaming Video - The Art And Science Of Nurse Leadership
Nursing is the engine that drives much of the healthcare industry today. Nursing leadership at the manager and director levels can be where the rubber hits the road when it comes to an organization meeting its operational objectives. This summer, Studer Group will publish a nurse leader handbook outlining the art and science of nursing leadership. In this session we will preview some of information outlined in the book such as specific skills needed to drive operational results and ensure that if you need it to be done you have the skills to get it done.

Guest(s) Appearing on this Episode
Karen Cook
With more than 30 years of experience in the healthcare industry, Karen has been involved in coaching some of the largest healthcare systems in this country. As one of the most senior coaches in the Studer Group, her nursing and administrative background provide the expertise necessary to help organizations favorably impact quality patient care, employee loyalty, efficiency, and profitability. During her ten years with the Studer Group, her partner hospitals have achieved numerous accolades including designations as Top 50 Hospitals and Top 100 Places to Work, as well as patient satisfaction achievements such as Client Success Story and Summit Award Winners. Demonstrating her passion for quality patient care, she was the primary author of the Studer Group HCAHPS toolkit and has helped hospitals implement the HCAHPS survey since 2005 including participating in early focus groups with the Agency for Healthcare Research and Quality. Her engaging style has made her a popular speaker at events such as the Healthcare Financial Management Association, IHI Expeditions, North Carolina Hospital Association and What’s Right in Healthcare. She is passionate about working with nurses, physicians and front-line staff closely involved in delivering high quality and safe patient care…….from the patient’s perspective.

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