Domain II: Action Recommendations

Domain II: Action Recommendations

• Action Recommendations
• Data Collection
• It is recommended CPXP Candidates can:
• • Define the various data sources and collection methods and identify the relative strengths andlimitations of each
• • Outline the requirements and challenges of regulatory requirements related to patient experiencesurveys
• • Communicate applicable regulatory requirements effectively to various key stakeholders (executives,physicians, leaders and employees)
• Data Analysis and Interpretation
• It is recommended CPXP Candidates can:
• • Define and calculate commonly used descriptive statistics (some examples include mean, median,mode, range, standard deviation and variance)
• • Distinguish between qualitative (some examples include narrative, words, comments) andquantitative (e.g. numerical), data, strengths and limitations and how each are obtained
• • Define valid (measure what its suppose to measure) and reliable data (produces similar results underconsistent conditions) in the context of data collection and results
• Action Planning
• It is recommended CPXP Candidates can:
• • Identify the common types of charts and graphs used for presenting and reporting data (someexamples include flow chart, pie chart, run chart, affinity diagram and dashboards)
• • Establish patient experience goals and action plans based on an analysis of the data
• • Include feedback data as a strategic driver of patient experience improvement opportunities
• • Effectively communicate analyses, action plans and outcomes to a variety of stakeholders

Resources

• 1. Joshi, M.J., Nash, D.B., Ranson, E.R., Ranson, S.B. (2004). The Healthcare Quality Book. Foundation of
• the American College. (specifically chapters 6, 7 and 9)
• 2. Kennedy, Denise M. MBA; Didehban, Roshanak MHS, FACHE; and Fasolino, John P. MD (2014)“Creating and sustaining a culture of accountability for patient experience,” Patient ExperienceJournal: Vol. 1: Iss. 2, Article 9. Available at: http://pxjournal.org/journal/vol1/iss2/9 *3. LaVela, Sherri L. PhD, MPH, MBA and Gallan, Andrew S. PhD (2014) “Evaluation and measurement ofpatient experience,” Patient Experience Journal: Vol. 1: Iss. 1, Article 5.Available at: http://pxjournal.org/journal/vol1/iss1/5
• 4. Rumsey, D. 2010). Statistics Essentials for Dummies. Hoboken, N.J. Wiley Publishing, Inc.
• 5. The Beryl Institute. (2013). Voices of Measurement in Improving the Patient Experience, 2013.Available at https://theberylinstitute.site-ym.com/store/ViewProduct.aspx?id=22949946. Use of CAHPS® patient experience survey data as part of a patient-centered medical home qualityimprovement initiative Retrieved on July 2016 from https://www.dovepress.com/use-of-cahpsregpatient-experience-survey-data-as-part-of-a-patient-ce-peer-reviewed-fulltext-article-JHL
• Websites for Public Reporting Requirements:
• 1. General CAHPS Information: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/
• 2. HCAHPS: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/hcahps1.html
• 3. PQRS: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/pqrs.html
• 4. ACO: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/aco.html
• Additional1. www.khanacademy.org (This is an excellent, free, online tool with a full section on statistics. Teachingis done via video).* Also included in CPXP Exam: Recommended Preparation References. Available at http://www.pxinstitute.org/certification/cpxp-exam-preparation/