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  • Measure Summary
  • NQMC:003898
  • Jan 2008

Home health care satisfaction: mean section score for "Arranging Your Home Health Care" questions on Home Health Care Survey.

Home Health Care Survey. South Bend (IN): Press Ganey Associates, Inc.; 2008. 4 p.

This is the current release of the measure.

This measure updates a previous version: Home Health Care Survey. South Bend (IN): Press Ganey Associates, Inc.; 2002. 4 p.

The measure developer reaffirmed the currency of this measure in April 2016.

Primary Measure Domain

Clinical Quality Measures: Patient Experience

Secondary Measure Domain

Does not apply to this measure

Description

This measure is used to assess the mean score for the questions in the "Arranging Your Home Health Care" section of the Home Health Care Survey.

The "Arranging Your Home Health Care" section is one of five sections that comprise the Home Health Care Survey. Mean section scores are reported for each section of the survey. In addition, an "Overall Facility Rating" score is reported.

Rationale

  1. Patient satisfaction is both an indicator of quality of care, and a component of quality care.

    In 2001, the Institute of Medicine (IOM) advocated a patient-centered model of care (Crossing the Quality Chasm: A New Health System for the 21st Century). In part, this is a reflection of the growing understanding that

    "...patients constantly judge the motives and competence of caregivers through their interaction with them. This judgment is a very personal one, based on perceptions of care being responsive to patients' "individual needs," rather than to any universal code of standards (McGlynn, 1997). When these individual needs are perceived as being met, better care results. Lohr (1997) notes: "Inferior care results when health professionals lack full mastery of their clinical areas or cannot communicate effectively and compassionately." In short, when patients perceive motives, communication, empathy, and clinical judgment positively, they will respond more positively to care...Sobel (1995) claims that improved communication and interaction between caregiver and patient improves actual outcome. Donabedian (1988) notes that "...the interpersonal process is the vehicle by which technical care is implemented and on which its success depends" (from Press [2002] Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care, Health Administration Press).

    It is clear that patients quite actively evaluate what is happening to them during the experience of care. The degree to which the patient judges the care experience as satisfactory "...is not only an indicator of the quality of care, but a component of quality care, as well" (Press, 2002).

  2. In addition to its connection to quality of care and clinical outcomes, Patient Satisfaction has been linked to the following:
    • Healthcare employee satisfaction and retention
    • Healthcare facility competitive market strength
    • Hospital profitability
    • Risk management (likelihood of being sued)

Primary Health Components

Home health care satisfaction

Denominator Description

Patients receiving home health care during the reporting period who answered at least one question in the "Arranging Your Home Health Care" section of the Home Health Care Survey. Deceased patients are excluded from sampling.

Numerator Description

The mean of all the patients' scores for the "Arranging Your Home Health Care" section of the Home Health Care Survey

Refer to the "Press Ganey's Home Health Care Survey: Calculation of Scores Information" document listed in the "Companion Documents" field for additional details.

Type of Evidence Supporting the Criterion of Quality for the Measure

  • A formal consensus procedure, involving experts in relevant clinical, methodological, public health and organizational sciences
  • A systematic review of the clinical research literature (e.g., Cochrane Review)
  • Focus groups
  • One or more research studies published in a National Library of Medicine (NLM) indexed, peer-reviewed journal

Additional Information Supporting Need for the Measure

Home health care organizations across the nation made steady improvement in patient satisfaction in 2006 after sporadic improvements over the past four years. In 2007, performance remained relatively consistent from the end-of-year performance in 2006. Refer to Home Care Pulse Report 2008 for an examination of health care quality in home health care.

Evidence for Additional Information Supporting Need for the Measure

Press Ganey Associates. Home care pulse report. South Bend (IN): Press Ganey Associates, Inc.; 2008. 21 p.

Extent of Measure Testing

The Home Health Care Survey was developed in 1994, enhanced in 2002, and revised in 2008. The 2008 survey revision was validated using the 2006 data base, based on unrevised items.

Refer to the original measure documentation ("Home Health Care Survey 2008 Revision: Psychometrics Report") for further details.

Evidence for Extent of Measure Testing

Home health care survey. 2008 revision: psychometrics report. South Bend (IN): Press Ganey Associates, Inc.; 2008. 10 p.

Mylod DE, Kaldenberg DO. Data mining techniques for patient satisfaction data in home care settings. J Home Health Care Manage Pract. 2000;12(6):18-29.

State of Use

Current routine use

Current Use

Internal quality improvement

Measurement Setting

Home Care

Professionals Involved in Delivery of Health Services

Does not apply to this measure (e.g., measure is not provider specific)

Least Aggregated Level of Services Delivery Addressed

Single Health Care Delivery or Public Health Organizations

Statement of Acceptable Minimum Sample Size

Unspecified

Target Population Age

Unspecified

Target Population Gender

Either male or female

National Quality Strategy Aim

Better Care

National Quality Strategy Priority

Person- and Family-centered Care

IOM Care Need

End of Life Care

Getting Better

Living with Illness

IOM Domain

Patient-centeredness

Case Finding Period

The reporting period

Denominator Sampling Frame

Patients associated with provider

Denominator (Index) Event or Characteristic

Encounter

Denominator Time Window

Does not apply to this measure

Denominator Inclusions/Exclusions

Inclusions
Patients receiving home health care during the reporting period who answered at least one question in the "Arranging Your Home Health Care" section of the Home Health Care Survey

Exclusions
Deceased patients are excluded from sampling.

Exclusions/Exceptions

Does not apply to this measure

Numerator Inclusions/Exclusions

Inclusions
The mean of all the patients' scores for the "Arranging Your Home Health Care" section of the Home Health Care Survey

Refer to the "Press Ganey's Home Health Care Survey: Calculation of Scores Information" document listed in the "Companion Documents" field for additional details.

Exclusions
Unspecified

Numerator Search Strategy

Fixed time period or point in time

Data Source

Administrative clinical data

Patient/Individual survey

Type of Health State

Does not apply to this measure

Instruments Used and/or Associated with the Measure

Home Health Care Survey

Measure Specifies Disaggregation

Does not apply to this measure

Scoring

Composite/Scale

Mean/Median

Interpretation of Score

Desired value is a higher score

Allowance for Patient or Population Factors

Analysis by subgroup (stratification by individual factors, geographic factors, etc.)

Description of Allowance for Patient or Population Factors

It is possible to display subsets of patients broken out within the report. The specific unit of analysis by which patient groups are determined will be unique to each facility/agency.

Standard of Comparison

External comparison of time trends

Internal time comparison

Original Title

Home Health Care Survey, Arranging Your Home Health Care.

Composite Measure Name

Home Health Care Survey

Submitter

Press Ganey Associates, Inc. - For Profit Organization

Developer

Press Ganey Associates, Inc. - For Profit Organization

Funding Source(s)

Press Ganey Associates, Inc.

Composition of the Group that Developed the Measure

Patients, providers, administrators, physicians, existing clients, Press Ganey Associates, Inc. employees

Financial Disclosures/Other Potential Conflicts of Interest

None known

Adaptation

This measure was not adapted from another source.

Date of Most Current Version in NQMC

2008 Jan

Measure Maintenance

Unspecified

Date of Next Anticipated Revision

Unspecified

Measure Status

This is the current release of the measure.

This measure updates a previous version: Home Health Care Survey. South Bend (IN): Press Ganey Associates, Inc.; 2002. 4 p.

The measure developer reaffirmed the currency of this measure in April 2016.

Source(s)

Home Health Care Survey. South Bend (IN): Press Ganey Associates, Inc.; 2008. 4 p.

Measure Availability

Source not available electronically.

For further information, contact: Press Ganey, 404 Columbia Place, South Bend, Indiana 46601; telephone: 800-232-8032; fax: 574-232-3485; e-mail: rwolosin@pressganey.com; Web site: www.pressganey.com External Web Site Policy.

Companion Documents

The following is available:

  • Press Ganey's home health care survey: calculation of scores information. South Bend (IN): Press Ganey Associates; 3 p.

For further information, contact: Press Ganey, 404 Columbia Place, South Bend, Indiana 46601; telephone: 800-232-8032; fax: 574-232-3485; e-mail: rwolosin@pressganey.com; Web site: www.pressganey.com External Web Site Policy.

NQMC Status

This NQMC summary was completed by ECRI on March 27, 2003. The information was verified by Press Ganey Associates on April 16, 2003.

This NQMC summary was updated by ECRI Institute on May 23, 2008. The information was verified by the measure developer on June 19, 2008.

This NQMC summary was retrofitted into the new template on July 8, 2011.

The information was reaffirmed by the measure developer on April 11, 2016.

Copyright Statement

© PRESS GANEY ASSOCIATES, INC. All Rights Reserved

All inquiries regarding the measure should be directed to the Press Ganey Web site External Web Site Policy or e-mail Robert Wolosin, Ph.D. at rwolosin@pressganey.com.

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