Coaching to Bedside Shift Report and Its Correlation to Hospital Consumer Assessment of Healthcare Providers and Systems and Value-Based Purchasing Dimension Scores

Abstract

The objective of this multihospital study was to investigate how the intervention of coaching to bedside shift report (BSR) correlates with Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) outcomes and relates to Centers for Medicare and Medicaid Services (CMS) Hospital Value-Based Purchasing (VBP) Program points over a 4-year period (2017-2020) for an acute care hospital health system. BACKGROUND: Hospital leaders' responsibilities include intertwined areas of patient experience and fiscal accountability. Coaching to BSR is reported to have numerous benefits to the patient's experience. Published studies completed with hospital systems evaluating the intervention of coaching to BSR and how it correlated to patient experience and VBP are limited. METHODS: Coaching to BSR was implemented at 16 adult acute care hospitals. Patient-reported BSR rates were collected in tandem with HCAHPS for 4 years. Statistical correlations were assessed between patient-reported BSR and HCAHPS and consequential effect on VBP dimension scores. RESULTS: Coaching to BSR had a significant impact on top-and bottom-box "rate the hospital" HCAHPS scores at a system and hospital level. Value-based purchasing points and percentages increased over 2017-2020, potentially leading to lower CMS penalty claims over the period the BSR was implemented. CONCLUSIONS: Coaching is a key factor when creating a favorable patient experience. The implementation and sustainability of coaching to BSR may result in improved patient experience ratings and increase VBP point accumulation to hospital systems.Recently, the Centers for Medicare and Medicaid (CMS) has tightened the parameters on pay-for-performance remittance. Hospital administrators and leaders seek evidence-based interventions for implementations to increase patient experience scores and lessen the impact of penalty claims. Numerous research articles are published regarding bedside shift report (BSR) and its impact on quality outcomes and communication. However,

The business case for patient and family‐centered rounds

“…Since 2011, patient/family experience has impacted hospital payments through the Center for Medicare and Medicaid Services Hospital Value-Based Purchasing. 13,14 The Value-Based Purchasing program applies to >3500 hospitals across the United States, including general acute care, children's, and critical access hospitals. The 2015 Medicare Access and CHIP Reauthorization Act links physician payment to patient/family experience, including during hospitalizations.…”

“…Historically, patient/family experience has not been tied directly to financial health of institutions, but this paradigm is changing. Since 2011, patient/family experience has impacted hospital payments through the Center for Medicare and Medicaid Services Hospital Value‐Based Purchasing 13,14 . The Value‐Based Purchasing program applies to >3500 hospitals across the United States, including general acute care, children's, and critical access hospitals.…”