Professional Home Care Associates Five-Star CAHPS Performance Case Study

This case study details the achievements of Professional Home Care Associates (PHCA) in improving their Home Health Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) survey ratings. PHCA elevated its performance from a four-star to a consistent five-star rating, attributed to a focus on data-driven decision-making, staff education, and collaboration with Axxess. The study outlines the strategies employed by PHCA, including an in-depth review of the Axxess CAHPS Portal dashboard for trend identification and score analysis. It emphasizes the importance of aligning communication practices with patient-centered care themes. The partnership with Axxess provided PHCA with reporting tools and support that facilitated staff education and addressed documentation challenges. The case study also discusses the challenges faced during the transition to new quality improvement expectations and how real-time visibility through Axxess tools helped standardize patient experience across the organization. PHCA's commitment to quality care is highlighted through their recognition with the Excellence in Patient Care Award.