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NAPH Opens HCAHPS Boot Camp to All Safety Net Providers

July 12, 2012

WASHINGTON—Building on the strong success of its recent “boot camp” to improve hospital patient satisfaction scores, the National Association of Public Hospitals and Health Systems (NAPH) will offer a second in-person workshop in September, in Austin, Texas.

NAPH will conduct its Austin boot camp on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey as a joint project with the Teaching Hospitals of Texas and will open the event to all safety net providers—not just NAPH members.

“We decided to open this opportunity to all safety nets because of the overwhelming positive response we received from the first boot camp,” explains Jill Steinbruegge, MD, PhD, NAPH senior vice president for leadership and innovation. “Patient engagement is becoming an ever more important aspect of care. As part of the value-based purchasing program, it will have a financial impact on already-strapped safety net hospitals. Plus, improving patient engagement is integral to the quality-based work we’re undertaking with our members and, in this case, the entire safety net community.”

The first boot camp, held June 27 with New York City Health and Hospitals Corporation, drew 165 attendees from 19 organizations. During the interactive training, participants worked in teams to design a workplan for change to take back to their organization. As each team shared its plan with the larger group, participants were encouraged to borrow the ideas and solutions discussed.

Attendees also took the HCAHPS survey to gain a better understanding of their patients’ experience and heard from patient and family engagement expert Carrie Brady, JD, MA, principal at CBrady Consulting. Brady discussed evidence-based interventions and effectively using HCAHPS as a tool for improving quality, safety, and the patient experience. Participants received Brady’s HCAHPS improvement workbook and a resource guide provided by the Health Research & Educational Trust (HRET), which included information and links to multiple patient engagement and HCAHPS reports and case studies.

The boot camps are part of the larger HCAHPS Learning Network, a 1-year project funded by the Agency for Healthcare Research and Quality, through which NAPH—in partnership with HRET—provides members with education and performance improvement support through webinars, in-person training, peer success stories, and more. The network is just one of the quality improvement opportunities offered through NAPH’s Transformation Center, a forum for best practices and peer-based learning.

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About the National Public Health and Hospital Institute (NPHHI)
NPHHI is the research affiliate of the National Association of Public Hospitals and Health Systems (NAPH). NPHHI is a private, nonprofit organization established in 1988 to address the major issues facing public hospitals, safety net organizations, underserved communities, and related health policy issues of national priority. Its membership includes the health care organizations that make up NAPH. The NPHHI board includes public and nonprofit sector leaders in health policy and service delivery. For more information, visit our website at

About the National Association of Public Hospitals and Health Systems (NAPH)
NAPH represents the nation’s safety net hospitals and health systems, which provide high volumes of care to low-income individuals. These facilities offer high-quality health services for all patients, including the uninsured and underinsured, regardless of ability to pay. In addition to helping ensure access to health care for all Americans, safety net hospitals provide many essential communitywide services, such as primary care, trauma care, and neonatal intensive care. Safety net hospitals also train many of America’s doctors, nurses, and other health care providers. Since its inception in 1980, NAPH has cultivated a strong presence on Capitol Hill, with the executive branch, and in many state capitols. NAPH advocates on behalf of its members on such issues as Medicaid, Medicare, and access to health care services for vulnerable populations. For more information, visit our website at

Media Contact:
Carl Graziano
(202) 585-0102


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