RS 3HWO Operations Program

RS 3.1.1HWO (Health's Work Operations) certifies a facility in operation as patients, families and visitors experience it.

RS 3.1.2HWO covers the experience of the place and of the service around care: arrival and wayfinding; quiet, cleanliness, privacy and comfort; access and scheduling; waiting; courtesy and respect; clarity of information; billing clarity and price transparency; follow-up; and ease of membership where the facility offers one.

RS 3.1.3HWO does not rate licensed clinical judgment, clinical care or clinical outcomes. Clinical quality remains the responsibility of the owner and its clinical leadership.

RS 3.1.4A facility holding active HWM may enter HWO. HWO lapses while HWM is lapsed, suspended or revoked.

RS 3.2.1PrerequisiteThe owner shall have the experience of patients and families surveyed throughout the year by an independent survey provider, using the HWO survey instrument published by Health's Work.

RS 3.2.2The independence rule of RS 1.3 applies to the survey provider. The owner and its staff shall not select, screen or coach respondents, and shall not offer anything of value for a response.

RS 3.2.3Survey results are reported to Health's Work in aggregate, de-identified form only.

RS 3.3.1PrerequisiteThe owner shall submit an annual experience report with the survey results by domain, any domain below threshold, and the actions taken.

RS 3.3.2HWO is active for one year and is renewed each year on acceptance of the annual experience report. HWO that is not renewed lapses. A lapsed facility may be reinstated by meeting the renewal requirements in full.

RS 3.4.1HWO is awarded at the levels Operated, one star, two stars and three stars, independently of HWC and HWM. Each level includes the requirements of the levels below it. The HWO level may be raised or lowered at each renewal.

RS 3.4.2Enhancement · HWO The facility names a patient and family experience lead holding HWA-II or higher in the Operations and Maintenance discipline, and survey results are reviewed with staff at least quarterly.

RS 3.4.3Enhancement · HWO Results in every survey domain meet the two-star threshold, and patients and families receive clear prices before service and plain-language bills.

RS 3.4.4Enhancement · HWO Results in every survey domain meet the three-star threshold for two consecutive years, and a patient and family advisory group reviews the results and the actions taken at least once a year.

RS 3.5.1HWO carries the status Active, Lapsed, Suspended or Revoked and is shown with HWM on the public record and on the renewal panels under RS 2.5.