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Posting Digestible Data
J.L. Morgan & associates
Website: www.jlmorganandassociates.com
Website to access real-time data: https://www.emedsurvey.com
J. L. Morgan & Associates is a healthcare research company providing patient satisfaction and CAHPS surveys across the country. J. L. Morgan & Associates, Inc. produces real time data pertaining to patient satisfaction for our client facilities. Patient Satisfaction surveys at J. L. Morgan & Associates, Inc. are strategically associated with HCAHPS surveys. Patient Satisfaction survey scores can be benchmarked in their database by bed size, facility location, or the entire database.
Distribution mode(s): telephone
J.L. Morgan’s questions that directly pertain to Food and Nutrition Services:
1. IP: Temperature of your food (hot meals were hot & cold meals were cold) (Response options: Very Good, Good, Fair, Poor, Very Poor) 2. IP: Quantity of the food portions on your meal tray (Response options: Very Good,
Good, Fair, Poor, Very Poor) 3. IP: Were your meals specially prepared because your doctor ordered a “special diet or a restricted diet”? (Response options: Yes, Patient was Infant, No, Don’t Know) 4. IP: How well were you informed about the types of foods you would be served? (Response options: Very Good, Good, Fair, Poor, Very Poor) 5. IP: Overall Quality of Food? (Response options: Very Good, Good, Fair, Poor, Very
Poor) 6. IP: Courtesy of the Person Who Delivered Your Food? (Response options: Very Good,
Good, Fair, Poor, Very Poor)
Child HCAHPS question that Food and Nutrition Services can contribute to:
Hospitals can have things like toys, books, mobiles, and games for children from newborns to teenagers. During this hospital stay, did the hospital have things available for your child that were right for your child’s age?
(Response options: Yes Definitely, Yes Somewhat, No)
additional surveys
The above is a list of the most commonly used survey vendors, but they are not the only companies that provide these services. Additional third-party survey companies include, but are not limited to, the following: Gallup, Quality Data Management (QDM), Data Management Associates, etc.
In addition to the above, about 3% of U.S. hospitals also administer their own surveys and collect their own data.
The Child HCAHPS (Child Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the functional, standardized, publicly reported survey of pediatric patients’ (17 years and younger) perspective of hospital care. The intent of this Child HCAHPS Survey is to complement the Adult Hospital HCAHPS Survey currently being used across the country. HCAHPS (pronounced “H-caps”) is a survey instrument and data collection methodology for measuring adult patients’ (18 years and older) perceptions of their hospital experiences. The Child HCAHPS survey covers much of the same content addressed in the Adult version. The key differentiator with the Child HCAHPS surveys is that there are questions addressed to the child and the parent/ guardian. This survey was developed by the Center of Excellence for Pediatric Quality Measurement at Boston Children’s Hospitals in partnership with the AHRQ’s CAHPS Consortium and covers topics relevant to pediatric care.
example survey questions
During this hospital stay, how often were your child’s room and bathroom kept clean? ___ Never ___ Sometimes ___ Usually ___ Always
During this hospital stay, how often was the area around your child’s room quiet at night? ___ Yes, Definitely ___ Yes, Somewhat ___ No
Hospitals can have things like toys, books, mobiles, and games for children from newborns to teenagers. During this hospital stay, did the hospital have things available for your child that were right for your child’s age? ___ Never ___ Sometimes ___ Usually ___ Always
want to talk specifics?
To review your most current third-party patient satisfaction survey results, obtain log-in access from your facility and contact any member of the Compass’ Patient Experience tedy have updaam. The Pted informaatient t Experience department should alrea ion since it is a requirement of the Semi-Annual Audit to do so.
Please direct any hospital-specific questions to the Vice President of Patient Experience, the National Directors of Patient Experience, or to your Regional Patient Experience Manager. All are available on the Compass Email Directory.
Third-party survey patient mix adjustment
When you see temperature, quality, or courtesy scores dropping, and believe you are following operational standards, the playbooks, and Positive Impressions consistently, you may need to dig deeper to determine where to focus your efforts, as different patient populations have different perceptions of care.
In order to ensure that publicly reported HCAHPS scores allow fair and accurate comparisons of hospitals, CMS undertook an experiment to examine if the mix of patients in participating hospitals, affect HCAHPS survey results and then developed necessary statistical adjustments.
How does this benefit Food and Nutrition Services as we look to evaluate our performance? Some third party vendors provide us with the opportunity to break down the data so that you can narrow in on where to focus your patient visitation and improvement efforts. The grouping options that have been most beneficial to analyzing Food and Nutrition Services questions are outlined below. Please reach out to a member of the Patient Experience Team so that they can walk you through the patient-mix options specific to the third party patient satisfaction vendor that your facility uses to measure outcomes.
• ED Admission • Length of Stay • Specialty of Care • Age • Sex • Primary Language • First Stay in Hospital • Special Diet
