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      Hospice Glassdoor and CAHPS® Scores—Glassdoor Scores and Hospice Financial Characteristics Predict Hospice Consumer Assessment of Healthcare Providers and Systems Scores

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      American Journal of Hospice and Palliative Medicine®
      SAGE Publications

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          Abstract

          Background:

          Recent public data transparency on both decedent caregiver satisfaction and employee satisfaction is impacting the three most essential needs of any hospice, admitting hospice enrollees, attracting hospice professionals and delivering on quality.

          Aim:

          Explore the relationship between Glassdoor hospice employee recommendation data, hospice financial characteristics, and Consumer Assessment of Healthcare Providers and Systems (CAHPS®) scores among the 50 largest US hospices.

          Design:

          Retrospective data with multivariate regression analysis.

          Data Sources:

          Provider CAHPS hospice survey data from 2019-2020 and Glassdoor employee recommendation data.

          Results:

          Glassdoor Composite and CAHPS Composite were positively correlated (r = .469, p < .01). Glassdoor scores, profit status, and acquisition status predicted Hospice CAHPS scores and explained 44% of the variation in CAHPS Composite. Being a large, for-profit hospice in acquisition status each predicted lower CAHPS scores. Non-profit hospices had significantly higher Glassdoor and CAHPS scores than for-profit hospices. CAHPS Composite and CAHPS Star Rating have potential as global indicators to inform customers of a given hospice’s overall quality on the Hospice Compare website of CMS.

          Conclusions:

          Hospice leaders seeking improvements in CAHPS scores are encouraged to seek feedback on whether their own employees would recommend their hospice to a friend. Communication and responsiveness were the strongest indicators of overall hospice quality. Skelton hospice staffing models must give way to realistic models that value company culture and employee satisfaction. Hospice quality and hospice profits are not necessarily mutually exclusive. Future research should explore the difference in themes emerging from positive and negative online caregiver reviews.

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          Most cited references12

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          Is Open Access

          Experiences of a Health System’s Faculty, Staff, and Trainees’ Career Development, Work Culture, and Childcare Needs During the COVID-19 Pandemic

          Question What are the associations of the COVID-19 pandemic with career development and what are the work culture and childcare needs of employees and trainees? Findings In this survey study, most participants with children did not have childcare fully available and many considered leaving the workforce and were worried about their career. Being female with children or having a clinical job role was associated with consideration for leaving the workforce and reducing hours. Meaning These findings suggest that a substantial number of employees and trainees experienced major stress and work disruptions because of the COVID-19 pandemic. This survey study examines the career development, work culture, and childcare needs of faculty, staff, and trainees at an academic medical center during the COVID-19 pandemic, Importance In March 2020, US public buildings (including schools) were shut down because of the COVID-19 pandemic, and 42% of US workers resumed their employment duties from home. Some shutdowns remain in place, yet the extent of the needs of US working parents is largely unknown. Objective To identify and address the career development, work culture, and childcare needs of faculty, staff, and trainees at an academic medical center during a pandemic. Design, Setting, and Participants For this survey study, between August 5 and August 20, 2020, a Qualtrics survey was emailed to all faculty, staff, and trainees at University of Utah Health, an academic health care system that includes multiple hospitals, community clinics, and specialty centers. Participants included 27 700 University of Utah Health faculty, staff, and trainees who received a survey invitation. Data analysis was performed from August to November 2020. Main Outcomes and Measures Primary outcomes included experiences of COVID-19 and their associations with career development, work culture, and childcare needs. Results A total of 5030 participants completed the entire survey (mean [SD] age, 40 [12] years); 3738 (75%) were women; 4306 (86%) were White or European American; 561 (11%) were Latino or Latina (of any race), Black or African American, American Indian, Alaska Native, and Native Hawaiian or Pacific Islander; and 301 (6%) were Asian or Asian American. Of the participants, 2545 (51%) reported having clinical responsibilities, 2412 (48%) had at least 1 child aged 18 years or younger, 3316 (66%) were staff, 791 (16%) were faculty, and 640 (13%) were trainees. Nearly one-half of parents reported that parenting (1148 participants [49%]) and managing virtual education for children (1171 participants [50%]) were stressors. Across all participants, 1061 (21%) considered leaving the workforce, and 1505 (30%) considered reducing hours. Four hundred forty-nine faculty (55%) and 397 trainees (60%) perceived decreased productivity, and 2334 participants (47%) were worried about COVID-19 impacting their career development, with 421 trainees (64%) being highly concerned. Conclusions and Relevance In this survey of 5030 faculty, staff, and trainees of a US health system, many participants with caregiving responsibilities, particularly women, faculty, trainees, and (in a subset of cases) those from racial/ethnic groups that underrepresented in medicine, considered leaving the workforce or reducing hours and were worried about their career development related to the pandemic. It is imperative that medical centers support their employees and trainees during this challenging time.
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            Compassion practices and HCAHPS: does rewarding and supporting workplace compassion influence patient perceptions?

            To examine the benefits of compassion practices on two indicators of patient perceptions of care quality-the Hospital Consumer Assessment of Healthcare Providers and systems (HCAHPS) overall hospital rating and likelihood of recommending. Two hundred sixty-nine nonfederal acute care U.S. hospitals. Cross-sectional study. Surveys collected from top-level hospital executives. Publicly reported HCAHPS data from October 2012 release. Compassion practices, a measure of the extent to which a hospital rewards compassionate acts and compassionately supports its employees (e.g., compassionate employee awards, pastoral care for employees), is significantly and positively associated with hospital ratings and likelihood of recommending. Our findings illustrate the benefits for patients of specific and actionable organizational practices that provide and reinforce compassion. © Health Research and Educational Trust.
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              Mindful Self-Care and Secondary Traumatic Stress Mediate a Relationship Between Compassion Satisfaction and Burnout Risk Among Hospice Care Professionals

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                Author and article information

                Contributors
                (View ORCID Profile)
                Journal
                American Journal of Hospice and Palliative Medicine®
                Am J Hosp Palliat Care
                SAGE Publications
                1049-9091
                1938-2715
                March 2023
                May 16 2022
                March 2023
                : 40
                : 3
                : 311-321
                Affiliations
                [1 ]Chaplain and Bereavement Service Manager, Mission Healthcare, Psychology Faculty, Cornerstone University, Grand Rapids, MI, USA
                Article
                10.1177/10499091221099475
                5d3370ad-1e31-4d07-af17-e6cfb16c07cf
                © 2023

                http://journals.sagepub.com/page/policies/text-and-data-mining-license

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