Education event

HCAHPS Workshop and Webinars
How to improve the patient’s experience of care

June 26, Sacramento
June 28, Long Beach

Please note: registration is now closed for the HCAHPS Workshops.


 Your patient’s experience while at your hospital is becoming increasingly important to the future of your organization. Health care reform requires not only that hospitals deliver care better and more efficiently, but also that a patient’s evaluation of the care they receive be measured, reported, and used to partially determine reimbursement. Unfortunately, California’s scores on the survey that collects this information, the Hospital Consumer Assessment of Healthcare Providers and their Systems (HCAHPS), are among the lowest in the nation.

The HCAHPS Workshop — a collaboration between CHA, the American Hospital Association’s Health Research and Educational Trust, and the Agency for Healthcare Research and Quality (AHRQ) — is intended to help California’s hospitals improve their HCAHPS scores.  Carrie Brady, JD, MA, a nationally recognized expert in the HCAHPS field, will serve as lead faculty for the program. In addition, staff from California hospitals that received high scores on the HCAHPS survey will share best practices.

Each participating hospital will be expected to complete a self-assessment prior to the workshop, which will be used to highlight strengths and identify opportunities for improvement. In addition to the in-person workshop, hospitals are encouraged to participate in webinars on specific HCAHPS performance areas. (See the Webinars tab above for a complete list of programs.)

Please join us for this opportunity to create a better experience for patients, families, and staff!


8:30 – 9:00 a.m. Registration and Networking

9:00 a.m. – Noon
Understanding HCAHPS

  • Using HCAHPS to improve patient safety
  • Integrating HCAHPS with an existing Hospital Engagement Network (HEN)

The Importance of HCAHPS

  • Impact on reimbursement — Value-Based Purchasing
  • Patient satisfaction and its effects on readmissions, mortality and the patient culture of safety

Building a Strong Foundation

  • Case Studies: California hospitals share best practices
    • Enloe Medical Center: Sacramento Workshop (June 26)
    • Pomona Valley Hospital Medical Center: Long Beach Workshop (June 28)
  • Leadership strategies
  • Partnering with patients and families
  • Engaging and encouraging your workforce to collaborate

Improving HCAHPS Performance

  • Proven processes for quality improvement
  • “Always” events for the optimal patient experience
  • Common pitfalls to avoid

Noon – 12:45 Lunch

12:45 – 3:30 p.m.
Improving HCAHPS Performance — Priority Areas

  • Communication
  • Responsiveness                                                                             
  • Pain Management                                                                                 
  • Discharge Information and Medication Communication                                                 
  • Clean and Quiet Environment                                                                            
  • Overall Rating and Willingness to Recommend
  • Case Studies: California hospitals share best practices
    • Community Hospital of the Monterey Peninsula: Sacramento Workshop (June 26)
    • MemorialCare Health System/Long Beach Memorial Medical Center and Sharp Memorial Hospital: Long Beach Workshop (June 28)

Next Steps


Carrie Brady, JD, MA, is an independent consultant who partners with health care organizations to develop creative solutions to their operational challenges. Carrie has worked with many hospitals nationwide on strategies to improve the patient experience. As a former Vice President of the Connecticut Hospital Association, Carrie coordinated with CMS and AHRQ to develop one of the first statewide pilot tests of an early version of the HCAHPS survey. Carrie has served on many state and national committees related to HCAHPS, including the National Quality Forum (NQF) HCAHPS Review Committee and the National CAHPS Benchmarking Database Advisory Group. Carrie is a frequent keynote speaker on improving the patient experience and is the author of HCAHPS Basics: A Resource Guide for Healthcare Managers (HCPro, 2009).

Ashka Davé is a Research Specialist for HRET, where she manages components of the Patient Safety Learning Network, National Implementation of TeamSTEPPS, Ambulatory Safe Surgery, and TeamSTEPPS in Primary Care projects. Prior to joining HRET, Ashka worked at a health care consulting firm, designing and implementing quality improvement tools in the inpatient, perioperative and emergency department settings. Her work resulted in measurable increases in quality, efficiency of care, as well as patient satisfaction in numerous facilities across the nation.

California Hospital Best Practices Faculty


Enloe Medical Center
Marcia Nelson, MD, MMM, FAAFP, Vice President, Medical Affairs

Connie Rowe, RN, MHA, CPHQ, Vice President, Patient Care Services
Traci Hunt, RN, BSN, Planetree Coordinator

Community Hospital of the Monterey Peninsula
Terril Lowe, RN, Vice President, Nursing
Raul Lopez, Director, Environmental Services
Phillip Williams, RN, BSN, OCN,  Nursing Director, Comprehensive Cancer Center

Long Beach

Pomona Valley Hospital Medical Center
Tracy Bennett, RN, Director of Quality

MemorialCare Health System/Long Beach Memorial Medical Center
Helen Macfie, PharmD, Senior Vice President, Performance Improvement, MemorialCare Health System
Donna Hartman, RN, CPHQ, Vice President, Clinical Quality/Patient Safety, Long Beach Memorial Medical Center

Sharp Memorial Hospital
Kathy Rodean, MSN, RN, NE-BC, Director, Acute Care


Please note, registration is now closed for the HCAHPS Workshops.

Cancellation Policy/Late Payment: A $25 non-refundable processing fee will be retained for each cancellation. Cancellations must be made in writing seven or more business days prior to the scheduled session and faxed to (916) 552-7506 or e-mailed to No refunds will be made after these dates. Substitutions are encouraged. Please note: payment is due on or before program. Payments not received by the seminar date will be subject to a 10% late fee. In the unlikely event the program is cancelled, CHA will fully refund paid participants within 30 days.

Special Accommodations or Questions: If you require special accommodations pursuant to the Americans with Disabilities Act, or have other questions, please call (916) 552-7637.

Continuing Education

Full attendance at the educational session is a prerequisite for receiving professional continuing education. Attendees must sign in at the seminar and, when required, include their professional license number. CE certificates will be e-mailed.

Health Care Executives — CHA is authorized to award 5.5 hours of pre-approved ACHE Qualified Education Credit (non-ACHE) for this program toward the advancement, or recertification in the American College of Healthcare Executives. Participants in this program wishing to have the continuing education hours applied toward ACHE Qualified Education credit should indicate their attendance when submitting application to the American College of Healthcare Executives for advancement or recertification.

Nursing — Provider approved by the California Board of Registered Nursing, CEP #11924, for 6.5 Contact Hours.

Quality —  The National Association for Healthcare Quality has approved this program for 5.5 hours of CPHQ continuing education credit.


June 26 — Sacramento
Shriners Hospital for Children Northern California
Auditorium, First Floor
2425 Stockton Boulevard
Sacramento, CA 95817
Driving directions and parking information

June 28 — Long Beach
Long Beach Memorial Medical Center
Center for Health Education, Houssels Forum
2801 Atlantic Avenue
Long Beach, CA 90806
Driving directions and parking information


Upcoming Webinars

Workshop participants are strongly encouraged to participate in the following upcoming webinars and to listen to the recordings of the previous webinars. All webinars are free of charge.

Pain Management
July 17, 2013
9:00 – 10:00 a.m. (PT)
Register Online

Clean & Quiet
August 14, 2013
9:00 – 10:00 a.m. (PT)
Register Online

Webinar Recordings

The following previously recorded webinars are available for viewing:

Physician Communication and Engagement
June 5, 2013
Access teleconference recording

Discharge Information
April 24, 2013
Access teleconference recording

Medication Communication
March 13, 2013
View webinar recording

Responsiveness of Hospital Staff
February 13, 2013
View webinar recording

Nursing Communication
January 16, 2013
View webinar recording

Using HCAHPS Data Effectively
December 18, 2012
View webinar recording