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Slide Presentation of the 2007 Annual Meeting of AHRQ

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Communication is Key

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  • Selected one person from each hospital as the HCAHPS liaison, responsible for internal communication and training
  • Explained rationale for transition, which was to prepare for public reporting as soon as possible
  • Shared results of the pilot study to prepare hospitals that the scores would likely be lower due to question and scale changes rather than performance
  • Based on the pilot results, estimated the potential score impact for each hospital
  • Developed training materials to help hospitals understand the reasoning behind various guidelines, such as adjusting the results based on patient characteristics, etc.

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