CHA News Article

HQI Webinar to Highlight Empathy as Essential to Improving Patient Experience

Continuing to help California hospitals create an optimal patient and family experience as part of the journey toward high reliability and top tier national performance, the Hospital Quality Institute (HQI) will present a webinar Oct. 8 titled From Empathy to HCAHPS. The webinar will focus on empathy in health care interactions as a key driver of patient experience. Reliably conveying empathy is directly linked to HCAHPS scores on domains including communication with doctors and nurses, responsiveness of hospital staff, pain management and recommendation of hospital. California’s population diversity adds complexity and further opportunity for improvement. The webinar will highlight practical strategies to build empathic communication as an essential element of professional and organizational competence.

In addition, on Nov. 12 as part of its 2015 Annual Conference, HQI will facilitate a “World Café” session titled Advancing Patient and Family Engagement in California. This will be an interdisciplinary and interactive session, inclusive of patient and family advisors, and built upon the successes of HQI’s recent Patients On Board collaborative. The World Café format will be designed to capture the richness of strategies and current achievements, while galvanizing further commitment in transforming person-centered care.

HQI has updated its analysis of California’s HCAHPS star ratings from the Centers for Medicare & Medicaid Services with the newest Hospital Compare dataset, helping hospitals review their patient experience performance in local and regional contexts. The analysis — including a hospital data visualization tool — is available at