Impact of Isolation on Hospital Consumer Assessment of Healthcare Providers and Systems Scores: Is Isolation Isolating?

2012 ◽  
Vol 33 (5) ◽  
pp. 513-516 ◽  
Author(s):  
Joan Vinski ◽  
Mary Bertin ◽  
Zhiyuan Sun ◽  
Steven M. Gordon ◽  
Daniel Bokar ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Healthcare Providers ◽  
Physician Communication ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hcahps Survey

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was used to measure the effect of isolation on patient satisfaction. Isolated patients reported lower scores for questions regarding physician communication and staff responsiveness. Overall scores for these domains were lower in isolated than in nonisolated patients.

scholarly journals The limited influence of neurosurgeons’ behavior on inpatient satisfaction: a retrospective multihospital analysis

2020 ◽  
pp. 1-7
Author(s):  
Christine Park ◽  
Rasheedat T. Zakare-Fagbamila ◽  
Wes Dickson ◽  
Alessandra N. Garcia ◽  
Oren N. Gottfried
Keyword(s):  
Patient Satisfaction ◽  
Cohort Analysis ◽  
Healthcare Providers ◽  
Hospital Environment ◽  
Survey Question ◽  
Education Environment ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hcahps Survey

OBJECTIVEThe Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a survey that assesses patient satisfaction, which is an important measure of the quality of hospital care and ultimately the overall hospital rating (OHR). However, the survey covers several elements of patient satisfaction beyond the patient-surgeon interaction. In this study, authors investigated which admission and experience factors had the highest impact on the OHR.METHODSThis was a retrospective cohort analysis of HCAHPS surveys from patients who, in the period between August 1, 2016, and January 31, 2018, had been discharged from the neurosurgical or orthopedic service at three hospitals serving a single metropolitan area. The top-box score was defined as the highest rating obtainable for each survey question. Baseline admission attributes were obtained, and multivariate logistic regression was used to determine predictors of the top-box OHR.RESULTSAfter application of the inclusion and exclusion criteria, 1470 patients remained in the analysis. Categories on the HCAHPS included OHR, communication, education, environment, pain management, and responsiveness. After excluding identifying questions from the survey and adjusting for subspecialty and hospital, 7 of 17 HCAHPS survey items were significant predictors of OHR. Only 2 of these were related to the surgeon: 1) discharge, “Did you get information in writing about what symptoms or health problems to look out for after you left the hospital?” (OR 5.93, 95% CI 2.52–13.94); and 2) doctor, “Did doctors explain things in a way you could understand?” (OR 2.78, 95% CI 1.73–4.46). The top three strongest correlating items were 1) discharge; 2) nursing, “Did nurses treat you with courtesy and respect?” (OR 3.86, 95% CI 2.28–6.52); and 3) hospital environment, “Were your room and bathroom kept clean?” (OR 2.86, 95% CI 1.96–4.17).CONCLUSIONSThe study findings demonstrated that there are several nonmodifiable factors (i.e., specialty, experience) and items that are not under the direct purview of the neurosurgeon (e.g., nursing communication, hospital environment) that are significant influences on overall inpatient satisfaction on the HCAHPS survey. Furthermore, components of the survey that ultimately influence the OHR vary across different hospitals. Hence, HCAHPS survey results should be broadly interpreted as a way to make health systems more aware of the overall hospital factors that can improve quality of care and patient experience.

scholarly journals Can patients reliably identify safe, high quality care?

2014 ◽  
Vol 3 (5) ◽  
pp. 150 ◽  
Author(s):  
Sarah E. Tevis ◽  
Ryan K. Schmocker ◽  
Gregory D. Kennedy
Keyword(s):  
Patient Satisfaction ◽  
Patient Outcomes ◽  
Quality Care ◽  
Healthcare Providers ◽  
Patient Specific ◽  
Process Of Care ◽  
Hospital Consumer Assessment ◽  
Safety Metrics ◽  
Consumer Assessment ◽  
Hcahps Survey

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is a publicly reported tool that measures patient satisfaction. As both patients and Centers for Medicare & Medicaid Services (CMS) reimbursement rely on survey results as a metric of quality of care, we reviewed the current literature to determine if patient satisfaction correlates with quality, safety, or patient outcomes. We found varying associations between safety culture, process of care measure compliance, and patient outcomes with patient satisfaction on the HCAHPS survey. Some studies found inverse relationships between quality and safety metrics and patient satisfaction. The measure that most reliably correlated with high patient satisfaction was low readmission rate. Future studies using patient specific data are needed to better identify which factors most influence patient satisfaction and to determine if patient satisfaction is a marker of safer and better quality care. Furthermore, the HCAHPS survey should continue to undergo evaluations to assure it generates predictable results.

Variations in Patient Satisfaction Scores Between HCAHPS and a Novel Orthopedic Practice–Specific Survey

2020 ◽  
pp. 106286062092671
Author(s):  
Michael Chang ◽  
Glenn S. Russo ◽  
Jose A. Canseco ◽  
Kristen Nicholson ◽  
Rishi Sharma ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Healthcare Providers ◽  
Outpatient Setting ◽  
Patient Satisfaction Scores ◽  
Negative Comments ◽  
Orthopedic Care ◽  
Hospital Consumer Assessment ◽  
Ancillary Staff ◽  
Consumer Assessment ◽  
Hcahps Survey

Performance on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey can affect up to 33% of a physician’s reimbursement from the Centers for Medicare & Medicaid Services. At this pseudo-private orthopedic practice, the authors characterized how physicians often achieve drastically different scores between HCAHPS and an Internal Patient Satisfaction Questionnaire (IPSQ). Eighteen physicians were ranked separately according to percentage of top-box scores on HCAHPS and IPSQ. There was an inverse relationship between physician rank for the 2 surveys according to Spearman correlation coefficient (ρ = −0.36, P = .15). Qualitative subanalysis indicated that although “physician interaction” was the most common reason for negative comments on HCAHPS, “ancillary staff” and “workflow” concerns were common on IPSQ. The outpatient setting remains a critical component in achieving high-quality orthopedic care. Consequently, HCAHPS alone may not be a sufficient indicator of patient satisfaction for orthopedic and other subspecialty practices.

Measuring Satisfaction: Factors that Drive Hospital Consumer Assessment of Healthcare Providers and Systems Survey Responses in a Trauma and Acute Care Surgery Population

2015 ◽  
Vol 81 (5) ◽  
pp. 537-543 ◽  
Author(s):  
Steven A. Kahn ◽  
James C. Iannuzzi ◽  
Nicole A. Stassen ◽  
Paul E. Bankey ◽  
Mark Gestring
Keyword(s):  
Patient Satisfaction ◽  
Acute Care ◽  
Healthcare Providers ◽  
Acute Care Surgery ◽  
Trauma Patients ◽  
Hospital Consumer Assessment ◽  
Survey Responses ◽  
Care Surgery ◽  
Consumer Assessment ◽  
Hcahps Survey

Hospital quality metrics now reflect patient satisfaction and are measured by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. Understanding these metrics and drivers will be integral in providing quality care as this process evolves. This study identifies factors associated with patient satisfaction as determined by HCAHPS survey responses in trauma and acute care surgery patients. HCAHPS survey responses from acute care surgery and trauma patients at a single institution between 3/11 and 10/12 were analyzed. Logistic regression determined which responses to individual HCAHPS questions predicted highest hospital score (a rating of 9–10/10). Demographic and clinical variables were also analyzed as predictors of satisfaction. Subgroup analysis for trauma patients was performed. In 70.3 per cent of 182 total survey responses, a 9–10/10 score was given. The strongest predictors of highest hospital ranking were respect from doctors (odds ratio [OR] = 24.5, confidence interval [CI]: 5.44–110.4), doctors listening (OR: 9.33, CI: 3.7–23.5), nurses’ listening (OR = 8.65, CI: 3.62–20.64), doctors’ explanations (OR = 8.21, CI: 3.5–19.2), and attempts to control pain (OR = 7.71, CI: 3.22–18.46). Clinical factors and outcomes (complications, intensive care unit/hospital length of stay, mechanism of injury, and having an operation) were nonsignificant variables. For trauma patients, Injury Severity Score was inversely related to score (OR = 0.93, CI: 0.87–0.98). Insurance, education, and disposition were also tied to satisfaction, whereas age, gender, and ethnicity were nonsignificant. In conclusion, patient perception of interactions with the healthcare team was most strongly associated with satisfaction. Complications did not negatively influence satisfaction. Insurance status might potentially identify patients at risk of dissatisfaction. Listening to patients, treating them with respect, and explaining the care plan are integral to a positive perception of hospital stay.

scholarly journals An Approach to Exploring Associations between Hospital Structural Measures and Patient Satisfaction by Distance-based Analysis

2021 ◽  
Author(s):  
Masumi Okuda ◽  
Akira Yasuda ◽  
Shusaku Tsumoto
Keyword(s):  
Patient Satisfaction ◽  
Healthcare Providers ◽  
Care Quality ◽  
Global Evaluation ◽  
Inclusion Criteria ◽  
Hospital Size ◽  
Structural Measures ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hospital Compare

Abstract Background: Patient satisfaction studies have explored domains of patient satisfaction, the determinants of domains, and score differences of domains by patient/hospital structural measures but reports on the structure of patient satisfaction with respect to similarities among domains are scarce. This study is to explore by distance-based analysis whether similarities among patient-satisfaction domains are influenced by hospital structural measures, and to design a model evaluating relationships between the structure of patient satisfaction and hospital structural measures.Methods: The Hospital Consumer Assessment of Healthcare Providers and Systems 2012 survey scores and their structural measures from the Hospital Compare website reported adjusted percentages of scale for each hospital. Contingency tables of nine measures and their ratings were designed based on hospital structural measures, followed by three different distance-based analyses - clustering, correspondence analysis, and ordinal multidimensional scaling – for robustness to identify homogenous groups with respect to similarities.Results: Of 4,677 hospitals, 3,711 (79.3%) met the inclusion criteria and were analyzed. The measures were divided into three groups plus cleanliness. Certain combinations of these groups were shown to be dependent on hospital structural measures. High value ratings for communication and low value ratings for medication explanation, quietness and staff responsiveness were not influenced by hospital structural measures, but the varied-ratings domain group similarities, including items such as global evaluation and pain management, were affected by hospital structural measures.Conclusions: Distance-based analysis can reveal the hidden structure of patient satisfaction. This study suggests that hospital structural measures including hospital size, the ability to provide acute surgical treatment, and hospital interest in improving medical care quality are factors which may influence the structure of patient satisfaction.

Successes and Challenges in Patient Care Transition Programming: One Hospital’s Journey

2015 ◽  
Vol 20 (3) ◽  
Author(s):  
Suzanne DelBoccio ◽  
Debra Smith ◽  
Melissa Hicks ◽  
Pamela Lowe ◽  
Joy Graves-Rust ◽  
...  
Keyword(s):  
Patient Care ◽  
Healthcare Providers ◽  
Care Transition ◽  
Indiana University ◽  
Transition Programming ◽  
Patient Protection ◽  
Orthopedic Patient ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hcahps Survey

The 2013 addition of the Care Transition Measures to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey; enactment of the Patient Protection and Affordable Care Act (2010); and a greater focus on population health have brought a heightened awareness and need for action with patient transitions. Data are emerging from the additional Care Transition Measures and benchmarks have been developed. This article briefly describes the context of care transition. We describe the journey of Indiana University Health North Hospital to overcome patient care transition obstacles, ultimately achieving designation as a top performer. We will discuss our efforts to personalize patient outcomes and transition through activation and improve transitions for vulnerable populations, specifically in the bariatric and orthopedic patient populations. The article concludes with discussion of overcoming obstacles and future directions with continued focus on collaboration and improvement.

Quantifying Missed Nursing Care Using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey

2017 ◽  
Vol 47 (12) ◽  
pp. 616-622 ◽  
Author(s):  
Sabrina B. Orique ◽  
Christopher M. Patty ◽  
Alisha Sandidge ◽  
Emma Camarena ◽  
Rose Newsom
Keyword(s):  
Nursing Care ◽  
Healthcare Providers ◽  
Hospital Consumer Assessment ◽  
Missed Nursing Care ◽  
Consumer Assessment ◽  
Hcahps Survey

scholarly journals Predictors of Patient Satisfaction in Hand and Upper Extremity Clinics

2019 ◽  
Vol 11 (03) ◽  
pp. 146-150
Author(s):  
Ashkaun Shaterian ◽  
Lohrasb Ross Sayadi ◽  
Pauline F. Joy Santos ◽  
Chloe Krasnoff ◽  
Gregory R. D. Evans ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Upper Extremity ◽  
Medical Center ◽  
Healthcare Providers ◽  
Clinical Marker ◽  
Patient Demographics ◽  
Appointment Time ◽  
Hospital Consumer Assessment ◽  
Willingness To Refer ◽  
Consumer Assessment

Abstract Introduction Patient satisfaction is an important clinical marker for hand/upper extremity patients. Few studies have investigated the predictors of patient satisfaction in the clinic setting. Our objective was to analyze patient satisfaction surveys to explore factors that influence patient satisfaction. Materials and Methods We conducted a retrospective analysis assessing patient satisfaction in the hand/upper extremity clinics at our university medical center between 2012 and 2018. Patient satisfaction was assessed via Press Ganey Hospital Consumer Assessment of Healthcare Providers and Systems surveys. Patient demographics, satisfaction scores, and clinic experience questionnaire responses were evaluated. Statistical analysis was conducted to identify significant trends. Results Between 2012 and 2018, 102 surveys were completed. Scores ranged from 5 to 10 with an average provider rating of 9.56. We found six factors significantly influenced patient satisfaction: adequate time was spent with the provider, provider showed respect, patient was seen by provider within 15 minutes of appointment time, provider listened sufficiently, patient received understandable medical instructions, and understandable medical explanations (p < 0.05). Conclusion Achieving patient satisfaction is an important clinical marker in hand/upper extremity clinics. Patient satisfaction has defined predictors wherein various clinical factors can influence patient satisfaction and willingness to refer their provider to other patients.

scholarly journals Hospital Consumer Assessment of Healthcare Providers and Systems survey response rates are significantly affected by patient characteristics and postoperative outcomes for patients undergoing primary total knee arthroplasty

PLoS ONE ◽  
2021 ◽  
Vol 16 (9) ◽  
pp. e0257555
Author(s):  
Michael R. Mercier ◽  
Anoop R. Galivanche ◽  
Wyatt B. David ◽  
Rohil Malpani ◽  
Neil Pathak ◽  
...  
Keyword(s):  
Total Knee Arthroplasty ◽  
Knee Arthroplasty ◽  
Healthcare Providers ◽  
Patient Characteristics ◽  
Postoperative Outcomes ◽  
Hospital Consumer Assessment ◽  
Survey Results ◽  
Total Knee ◽  
Consumer Assessment ◽  
Hcahps Survey

Introduction The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey measures patients’ satisfaction of their hospital experience. A minority of discharged patients return the survey. Underlying bias among who ultimately returns the survey (non-response bias) after total knee arthroplasty (TKA) may affect results of the survey. Thus, the objective of the current study is to assess the relationship between patient characteristics and postoperative outcomes on HCAHPS survey nonresponse. Methods All adult patients at a single institution undergoing inpatient, elective, primary TKA between February 2013 and May 2020 were selected for analysis. Following discharge, all patients had been mailed the HCAHPS survey. The primary outcome analyzed in the current study is survey return. Patient characteristics, surgical variables, and 30-day postoperative outcomes were analyzed. Univariate and multivariate analyses were performed to identify factors independently associated with return of the HCAHPS survey. Results Of 4,804 TKA patients identified, 1,498 (31.22%) returned HCAHPS surveys. On multivariate regression analyses controlling for patient factors, patients who did not return the survey were more likely to have a higher American Society of Anesthesia score (ASA score of 4 or higher, OR = 2.37; P<0.001), and be partially or totally dependent (OR = 2.37; P = 0.037). Similarly, patients who did not return the survey were more likely to have had a readmission (OR = 1.94; P<0.001), be discharged to a place other than home (OR = 1.52; P<0.001), or stay in the hospital for longer than 3 days (OR = 1.43; P = 0.004). Discussion Following TKA, HCAHPS survey response rate was only 31.22% and completion of the survey was associated with several demographic and postoperative variables. These findings suggest that HCAHPS survey results capture a non-representative fraction of the true TKA patient population. This bias is necessary to consider when using HCAHPS survey results as a metric for quality of healthcare and federal reimbursement rates.

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