Catalyst Views ACCESSING CATALYST 1. Open your web browser and type in the URL address line: www.nrcpicker.com 2. Click on the Catalyst button towards the top right portion of your screen or in the lower left hand portion of your screen. Please note both options will take you to the login screen. (Figure 1) Figure 1 3. Enter your username and password (Figure 2). Figure 2 4. You will receive a security message indicating that protected health information is included on the site. Click the I Accept button (Figure 3). All client websites are HIPAA compliant and are secure sites protected by secure socket-layer (SSL) technology.
Figure 3 5. You will see your Catalyst home page and available reports listed under My Reports on the left-hand side (Figure 4). Figure 4
STOPLIGHT REPORTS Data on Catalyst are updated six days a week and real-time data is displayed in the Stoplight Reports as surveys are collected. The following is an example of a Inpatient Stoplight Report. There are up to five areas on a Stoplight Report and a legend is included at the bottom (Figure 5): 1. The Overall Measure shows the question chosen by the client as the principal measure of the Patient Experience (i.e. Overall Rating or Would Recommend). 2. The Key Drivers section shows the 3 questions that are the best predictors of the chosen Overall Measure (as determined by correlation) in descending order. To avoid constant fluctuation of these important predictors, key drivers are updated quarterly and represent one year s worth of data. Updates take place 3 weeks after the end of the quarter. For example, key drivers for Jan 1, 2010 to Dec 31, 2010 would become available in the third week of January, 2011. Clicking on the More button will reveal the ranking of all core questions being used on the survey. Key Drivers will rank NRC Picker core questions assigned to a Dimension of Care or a CAHPS Composite. Key Drivers will not appear during the first quarter of data collection for any new survey. They will be updated at the first quarterly update after data collection has started. On the Stoplight Report, the symbol,, indicates an n-size of less than 30 for a specific question. 3. The Focus section allows organizations to highlight questions that the organization has currently selected as an initiative for improvement. This is an optional section by client request. Any scored questions can be added, including custom questions. Questions can be ordered as preference. 4. The Highest Scores section lists the 3 questions on the survey with the highest absolute scores in descending order based on the most recent trending period chosen. Clicking on the More button will reveal the highest to lowest ranking of all questions being used on the survey. When clicking on More, the symbol,, indicates an n-size of less than 30 for a specific question. Highest/Lowest Scores will rank all actionable questions on the survey. Actionable questions refer to aspects of the patient experience that can be directly impacted via improvement efforts. 5. The Lowest Scores section lists the 3 questions on the survey with the lowest absolute scores in ascending order based on the most recent trending period chosen. Clicking on the More button will reveal the lowest to highest ranking of all questions being used on the survey. When clicking on More, the symbol,, indicates an n-size of less than 30 for a specific question. Highest/Lowest Scores will rank all actionable questions on the survey. Actionable questions refer to aspects of the patient experience that can be directly impacted via improvement efforts.
6. The Dimension column will display the NRC Picker Dimension of Patient-Centered Care or CAHPS dimensions based on client choice. The dimensions highlight how questions are combined to create Picker or CAHPS Dimension scores (an HCAHPS Stoplight Report will show the CAHPS Dimensions by default). 7. The Improvement Planning column link takes you to the Add an Improvement Plan, Find Related Improvement Plans, and NRC Picker s Prescriptive Document icons. These allow your organization to build improvement plans in the system, share best practice information internally and download a quick reference PDF (Figure 7, 8, 9, 10). You may Add an Improvement Plan to any question. HCAHPS Dimensions and standard individual questions belonging to dimensions have prescriptive improvement documentation for the majority of questions. To the right of the dimensions and improvement planning link are a number of cells that contain your organization s scores: 8. The Stoplight Benchmark column(s) displays a survey specific average of all respondents meeting the criteria as defined by the benchmark. For example, the ED comparison will only contain results from the ED survey and a pediatric report will only contain results collected using a pediatric questionnaire. Each benchmark contains a year s worth of respondent data (updated quarterly). Placing the pointer over this number will reveal the n-size (i.e., the number of respondents in the benchmark). Each NRC Picker client may select a benchmark from the following benchmarks (5 client, 1,000 respondent minimum guaranteed): 95th Percentile 90th Percentile 85th Percentile 80th Percentile 75th Percentile 70th Percentile 65th Percentile 60th Percentile 55th Percentile 50th Percentile NRC Average NRC Average (Top 10%) NRC Average (Top 25%) 9. The Year-to-date Score column allows users to view the Calendar YTD scores and/or Prior Year scores by question. These are optional column(s) on the Stoplight Report. Please note, your organization may request to view Fiscal YTD. This column will also display percentile rank (PR) if available based on benchmark business rules. 10. The Rolling Averages column shows the average positive score for the selected unit for a 3, 6, 9 or 12 month period preceding the most recent discharge or service date in the returned data. This score could fluctuate daily as data accrues. Placing the pointer over the score will reveal
the n-size. This is an optional column on the Stoplight Report. This column will also display percentile rank (PR) if available based on benchmark business rules. 11. The data collection periods listed on the far right display your scores for the current and 2 preceding data collection periods. A period can be defined as month, quarter, semi-annual or year. Note that a given period may not be final and may also fluctuate as data comes in (as indicated by ). Placing the pointer over the score will reveal the n-size and percentile rank if available. Placing the pointer over the most recent time period for standard NRC Picker questions will reveal the n-size, as well as the correlation coefficient resulting from the correlation analysis between the question and the chosen Overall Measure. 12. Percent Response Drill-Through is available by clicking on underlined score to view percent response at the question level in pie chart and grid (Figure 6). STOPLIGHT REPORT Figure 5
PERCENT RESPONSE DRILL-THROUGH Figure 6 PRINTING YOUR STOPLIGHT REPORT On each Stoplight, you will have a button that allows you to generate a print-friendly report. Click on the gray Generate Report button at the top center of each Stoplight Report. A new window will open. At the top of this report, you have the ability to include n-sizes, percentile ranks (if available) and export in different formats (Figure 7). Figure 7
THE STOPLIGHT REPORT: Go, Caution, and Stop! In order to quickly assess your patient experience feedback as measured using the NRC Picker suite of instruments, rolling and quarterly averages are colored for each question using a basic and familiar Stoplight Report color scheme. The color of a cell is determined by the data in the cell relative to the chosen benchmark. Benchmark data represents the aggregated positive score of many thousands of respondent scores (5 client, 1,000 respondent minimum guaranteed); thus, these benchmarks are robust and stable over time: GREEN means that the unit-specific question score is equal to or greater than the corresponding benchmark score. We recommend that performance initiatives be maintained (i.e., Go). YELLOW indicates that the unit-specific score is lower than the benchmark, but we cannot conclude that the score is statistically significantly different from the benchmark scores. We recommend that performance initiatives be maintained but re-examined if necessary (i.e., Caution). RED indicates that the unit score is statistically significantly less than the benchmark. We recommend that performance initiatives be re-evaluated (i.e., Stop!) and suggest that the client take a close look at our relevant Improvement Planning documentation and coordinate some time with their Relationship Manager to discuss next steps. IMPROVEMENT PLANNING Improvement planning is a tool to focus resources and energy to drive improvement and accountability. To be able to select a specific question, assign ownership, set goals and timelines to track goals. Followed by creating detailed activity plans to execute for improvement. This functionality is a consistent planning template that crosses all units, service lines, and settings (Figure 8). 1. Save Plan. While a new improvement plan has been launched, the plan will be saved into Catalyst once Save Plan is clicked. If you save your plan into Catalyst, the system will add data collected from the point forward to your improvement plan until the end data occurs. 2. Owned By. The plan is owned by the creator. This information is populated when a plan is created and is based on the username of the person logged into Catalyst. Once created, the owner can only be changed by an NRC Picker administrator. 3. Plan Status. The plan defaults to Active Once the plan is completed, the plan owner can/should change the status to Inactive. The plan is still accessible but can be filtered out of Active plans for ease of use. 4. Baseline. The baseline is the current performance. By default, the baseline is the score for the most recent 12-months worth of data collected for the question selected. Before the plan is saved, the baseline can be modified to include more data by clicking the button next to 3 months, 6 months or 9 months. That score, and n-size,
will be reflected to make the best decision on how much data to include in the baseline. 5. Goal. The goal section declares how much, and by when, to improve. The NRC Picker default is to improve the baseline score by 5 points with a target date of one-year from the plan creation date. The plan owner can modify the goal by changing the number of points or by changing the goal score. In addition, the target date can be modified, if desired. 6. Progress Chart. Progress can be monitored and tracked on an on-going basis by this progress tracking chart. The chart will populate only after the baseline and goal are determined and the plan is saved by hitting Save Plan in the upper right hand corner of the page. The chart s start and end date ranges can be modified if desired by the plan owner. The trending period can also be modified (weekly, monthly, quarterly, semi-annually, and annually). Please note NRC does not recommend tracking weekly due to low n-sizes. The star represents the current, rolling score. 7. Improvement Activities and Tasks. NRC Picker recommended activities and tasks for improvement will be provided, as available. By default, all NRC Picker activities and tasks will be selected for inclusion in the plan. The owner can unselect an activity and/or task(s) by un-checking the box to the left. 8. More Information. If a prescriptive document is available for the question, a More Information link is located next to the improvement activities section header, which opens a PDF of the prescriptive document. 9. A due date for each activity is defaulted to six (6) months from the creation of the improvement plan, therefore, six (6) months from the default target date of the improvement plan. Each due date can be modified using the calendar icon. You may assign tasks to team members. Activities can be marked as completed. A notes section is provided and can hold up to 500 characters. 10. Add Task. The plan owner can add custom tasks to any activity by clicking on the Add Task button. Up to 250 characters can be used to define the Task. Each task can be assigned a due date, to an individual and marked as completed by the plan owner. 11. Add Activity. Located at the bottom of all default NRC Picker activities, is an Add Activity button that the plan owner can use to create custom activities and tasks. Up to 250 characters can be used to define the activity. 12. Save Plan. Once the plan owner has finished selecting activities and tasks, and creating any custom activities and tasks, the plan should be saved by hitting Save Plan. 13. Delete Plan. The Delete Plan button will permanently delete the plan. 14. Generate Report. Once the plan has been created and saved, a Generate Report button is available. This opens the report in a read only version with options to export to PDF, Word, and Excel. Every time the report is opened, the progress chart data will be updated with the most current data available. That date that the chart was updated will appear in the header to the progress chart section.
IMPROVEMENT PLANNER Figure 8
ACCESS TO IMPROVEMENT PLANS (Figure 9) 1. Find Improvement Plans. To access all improvement plans created for a healthcare facility click on Find Improvement Plans under My Tools in the left-hand navigation menu. The grid opens to show a listing of all improvement plans created for the organization, along with key information. 2. Plan Status defaults to Any but can be changed to view only Active or Inactive Improvement Plans using the drop-down menu. 3. Filters enable the user to easily sort through the available Improvement Plans, such as filtering by the plan Owner. 4. An Edit icon is available for the plan owner to modify an existing plan, if desired. 5. Current progress against the goal can be monitored for all plans on this one report using the Baseline, Current and Goal columns. Color coding of red and green provide a quick visual indication of current performance against the goal. 6. View Plans enables the user to open all, one, or multiple selected or filtered improvement plans. 7. Generate Report enables the user to generate a report of the grid to show all, one, or multiple selected or filtered improvement plans. Figure 9
VIEW RELATED IMPROVEMENT PLANS (Figure 10) Starting on the Stoplight Report, click on the Related Improvement Plans icon to access and view all Improvement Plans created for that particular question within the organization. VIEW PRESCRIPTIVE DOCUMENT (Figure 11) Figure 10 Starting on the Stoplight Report, click on the Prescriptive Document icon to access the prescriptive document. The icon will not show if there is not a Prescriptive Document for that particular question. Figure 11
REPORTING TOOLS The standard Reporting Tools pages (Figure 12) depict your organization s data in 4 different ways: 1. The Rate Hospital/Overall Rating Trend Line and Would Recommend Trend Line plots the score for that question for the most recent 4 quarters, including the current quarter. As in the Stoplight Reports, data for the current and previous quarters may fluctuate until they are final. Placing the pointer over the line will reveal the positive score for the corresponding quarter. To drill further into the trend line reports, click the Details icon in the upper left corner of each Trend Line to open a new report window with your options to easily download the graphic and data table (Figure 13). Selected benchmarks are displayed on the trend line report in addition to the score for the selected question Organizational Goals can also be added to the trend line report 2. The Key Drivers Report displays the top 10 predictors of the chosen Overall Measure (as determined by correlation) in descending order. Placing the pointer over the bars will reveal the full question text, as well as the correlation coefficient. To download this report, select the Details icon in the upper left corner to open a new report window with your options to easily download the graphic and data table The Key Drivers Report will rank NRC Picker core questions assigned to a Dimension of Care or an HCAHPS Composite. 3. The Unit Ranking Report (will be shown if your facility has 3 or more units or departments measuring the same service line) displays the sampled units of the facility listed in order of decreasing positive score. Placing the pointer over the score will reveal the n-size. To download this report, select the Details icon in the upper left corner to open a new report window with your options to easily download the graphic and data table
REPORTING TOOLS Figure 12
PRINTING YOUR TREND LINE REPORTS The menu bar at the top of each graph allows for additional viewing and data options. Placing the pointer over any of the buttons will display a tooltip. The Details option (Figure 13) at the top of the menu bar will allow you to drill through and print out a user-friendly version of the graph displayed (Figure 14). On this report, you can download the report and export the data into a variety of file formats. Figure 13 Figure 14
COMMENTS The Comments Page allows users to view patient responses to the open-ended question at the end of the survey (Figure 15). 1. You can change the date range to view at the top of the report by selecting the dates from the drop down menus in the From and To areas. Once you have selected a new date range or modified the Date Type, select the Modify Date Range button to the right and your comments report will reload with the date range you have selected. 2. Users may sort comments by type (general or service alert), valence (positive, negative, neutral, or both), by category/dimension (nurse, doctor, emotional support, etc), posting date, discharge/service date or unit by selecting the drop down box beside each column of comments. Filters may be accessed by selecting the white drop down arrow in each column. 3. Comments can be exported to Excel, PDF, or CSV for users to share with staff by selecting the Export button on the top right side. 4. Users may also view question results tied to each comment using the Question Results button on the top right side.
COMMENTS Figure 15 Please send your questions and feedback regarding Catalyst please contact your Account Manager or LogonSupport at 1-800-388-4264.