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Introduction

At Northern Arizona Healthcare, Flagstaff Medical Center and Verde Valley Medical Center, we are committed to providing the highest quality of care to patients and their families. As part of that commitment we fully support making information about our quality transparent to you, the consumer. We believe consumers who are knowledgeable about their own health, and the choices available to them, benefit from researching their options. We are dedicated to providing those choices to you.

There are a number of initiatives throughout the country to measure the quality of healthcare. The following pages contain specific information about how FMC and VVMC are performing in a number of patient care areas as compared to other hospitals across the United States. The survey data provided is from three specific sources including the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), Hospital Quality Alliance (HQA), and Professional Research Consultants (PRC).

Quality Measures at Northern Arizona Healthcare:

HCAHPS
The Hospital Consumer Assessment of Healthcare Providers and Systems or HCAHPS (pronounced H-caps) is the first national standardized, publicly reported survey of patients' perspectives of hospital care. While many hospitals collect patient satisfaction data, there previously had been no national standard for collecting or publicly reporting this information that would enable valid comparisons to be made across all hospitals. HCAHPS is a core set of questions that can be combined with customized, hospital-specific items to produce information that complements the data hospitals currently collect to support internal customer service and quality-related activities.

The survey is designed with three goals in mind:

  1. To produce data about patients' perspectives of care that allow objective and meaningful comparisons of hospitals on topics that are important to consumers;
  2. Public reporting of the results creates new incentives for hospitals to improve quality of care; and
  3. Public reporting enhances public accountability in healthcare by increasing the transparency of the quality of hospital care provided in return for the public investment.

HQA - Hospital Quality Alliance (HQA)

The Hospital Quality Alliance (HQA): Improving Care Through Information is a public-private collaboration to improve the quality of care provided by hospitals by measuring and publicly reporting on that care. This collaboration includes the Centers for Medicare & Medicaid Services, the American Hospital Association, the Federation of American Hospitals and the Association of American Medical Colleges. The goal of the program is to identify a set of standardized and easy-to-understand hospital quality measures used by healthcare providers in order to improve quality of care and the ability of consumers to make informed healthcare choices.

PRC
In addition to HCAHPS, NAH partners with a professional research firm, PRC, to collect and measure patient satisfaction data. Founded in 1980 and headquartered in Omaha, Neb., PRC is an independent healthcare research organization that currently partners with more than 1,800 hospitals and healthcare systems across the country.

Each month, PRC randomly performs telephone surveys with some of our former patients to measure patient satisfaction.

PRC then compiles our patients' feedback and assembles reports, by department, which compare our patient satisfaction scores to those of other hospitals that also participate in the PRC survey process. We are able to use this valuable information to continuously make improvements to the quality of care we provide our patients, families and visitors.