An Integrated Model to Accelerate Patient Satisfaction Improvement

2020 ◽  
pp. 106286062095321
Author(s):  
Dennis R. Delisle ◽  
Jana Dajani ◽  
Lauren Overton
Keyword(s):  
Patient Satisfaction ◽  
Hospital Setting ◽  
Employee Training ◽  
Holistic Approach ◽  
Integrated Model ◽  
Nursing Unit ◽  
Service Excellence ◽  
Strategic Direction ◽  
Patient Satisfaction Scores ◽  
Hospital Executives

Patient satisfaction is gaining traction in the strategic direction and daily operations of hospital executives. The financial penalty/incentive tied to patient satisfaction scores creates a burning platform to accelerate progress. Previous studies have shown the effectiveness of various improvement strategies including leadership rounding and employee training, among others. There has not been a study utilizing an integrated model that incorporates known best practices into a holistic approach. The integrated model included service excellence training, nursing unit-specific action plans, and weekly leadership rounding. Implementation of the model led to significant and sustainable improvements in patient satisfaction in the community hospital setting. This approach can be leveraged and scaled in other organizations to accelerate the pace of change.

Analyzing Low Patient Satisfaction at Herzog Memorial Hospital

2017 ◽  
pp. 1-18
Author(s):  
Jack Boepple
Keyword(s):  
Patient Satisfaction ◽  
Qualitative Data ◽  
Memorial Hospital ◽  
List Type ◽  
Nursing Unit ◽  
The Third ◽  
The Past ◽  
Care Services ◽  
Patient Satisfaction Scores ◽  
The Press

In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the third-floor nursing unit–the primary destination (70 percent) for patients admitted through the emergency department–were at the 15th percentile, and the key HCAHPS score for inpatients was well below the Colorado average. Over the past six months Jeri Tinsley, director of medical, surgical, and intensive care services, had made various changes to try to improve the patient satisfaction scores for her 32-bed unit, but the scores seemed stuck at an unacceptably low level.Tinsley worried that if improvements were not made soon, patients would start “voting with their feet” and take their business to competing hospitals. As a registered nurse, Tinsley's expertise was helping people heal; it was not analyzing data. In particular, she was overwhelmed by the patient comments included in the surveys; she had no idea how to analyze them and could not decide which issues to address first.After analyzing the case, students should be able to: Organize and analyze qualitative data using affinity diagrams Identify priorities using Pareto diagrams Identify which aspects of a problem are (1) within their control to solve, (2) within their influence to solve, or (3) outside their control to solve

Acute Care and Trauma Surgeons: We Can't Get No Satisfaction—What Do Satisfaction Surveys Measure?

2012 ◽  
Vol 78 (7) ◽  
pp. 731-734 ◽  
Author(s):  
Frederick B. Rogers ◽  
Margaret Krasne ◽  
Eric Bradburn ◽  
Amelia Rogers ◽  
John Lee ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
General Surgery ◽  
Clinical Condition ◽  
Hospital Setting ◽  
Physician Satisfaction ◽  
Trauma Patients ◽  
Physician Performance ◽  
Patient Satisfaction Scores ◽  
Trauma Surgeons ◽  
Satisfaction Surveys

Patient satisfaction surveys are increasingly being used as a measure of physician performance in a hospital setting. We sought to determine what role the clinical condition the physician is treating has on overall patient satisfaction scores. Patient satisfaction scores were calculated for elective and emergent general surgery and trauma patients for eight surgeons taking care of all three types of patients. Both physician satisfaction (PP) and hospital satisfaction (GP) scores were calculated. Mean scores (± standard deviation) between groups were compared with P < 0.05 significance. Of 1521 trauma patients and 3779 general surgery patients, there was 14.8 and 15.1 per cent response rate, respectively, to the survey. Trauma patients had a significantly lower PP than general surgery patients (81.0 ± 19.4 vs 85.7 ± 16.4; P < 0.001). However, the GP between trauma and general surgery was not significant (84.0 ± 13 vs 84.0 ± 12.3; nonsignificant) When general surgery patients were divided into emergent versus elective, the PP was significantly higher for elective than emergent (87.9 ± 14.6 vs 82.7 ± 18; P < 0.001). A patient's underlying clinical condition may influence response to patient satisfaction surveys. Further research needs to be performed before patient satisfaction surveys can be adopted as a overall measure of physician competency.

scholarly journals Development of a combined paediatric emergency department and observation unit

2020 ◽  
Vol 9 (1) ◽  
pp. e000688
Author(s):  
Czer Anthoney Enriquez Lim ◽  
Julie Oh ◽  
Erick Eiting ◽  
Catherine Coughlin ◽  
Yvette Calderon ◽  
...  
Keyword(s):  
Emergency Department ◽  
Quality Improvement ◽  
Patient Satisfaction ◽  
Patient Outcomes ◽  
Close Monitoring ◽  
Observation Unit ◽  
Paediatric Emergency Department ◽  
Paediatric Emergency ◽  
Patient Satisfaction Scores ◽  
Conversion Rates

BackgroundRecent trends towards more cost-efficient and patient-centred treatment are converging to provide opportunities to improve the care of children. Observation units are hospital areas dedicated to the ongoing evaluation and management of patients for a brief period of time for well-defined conditions. We describe the implementation of a paediatric observation unit (POU) adjacent to a paediatric emergency department (PED) in an urban, academic, community hospital.MethodsStaffing models were designed to provide paediatric services to patients in both the PED and POU. Admission criteria, workflow and transfer guidelines were developed. Quality improvement initiatives were undertaken and evaluated. Unit throughput, patient outcomes and patient satisfaction data were collected and analysed.ResultsOver a 2-year period, there were 24 038 patient visits to the PED. Of these, 1215 (5.1%) patients required admission. Seven hundred and seventy-seven (64.0%) of these children were admitted to the POU. One hundred and nineteen (15.3%) of these patients were subsequently converted to inpatient hospitalisation. The average length of stay (LOS) was 25.7 hours in 2017 and 26.5 hours in 2018. Ten patients returned to the PED within 72 hours of discharge from the POU and four were readmitted. Patient satisfaction scores regarding ‘likelihood to recommend’ improved from the 36th to the 92nd percentile rank over a 1-year period. Close monitoring of patient outcomes allowed for the adjustment of admission guidelines, increased unit census and optimised utilisation.ConclusionA combined PED-POU has been successful at our institution in meeting benchmark goals set for LOS and conversion rates. In addition, quality improvement interventions increased patient census and improved patient satisfaction scores while reducing the inpatient burden on the referring children’s hospital.

scholarly journals Patient Satisfaction Scores and Their Relationship to Hospital Website Quality Measures

2013 ◽  
Vol 30 (4) ◽  
pp. 334-348 ◽  
Author(s):  
Eric W. Ford ◽  
Timothy R. Huerta ◽  
Mark L. Diana ◽  
Abby Swanson Kazley ◽  
Nir Menachemi
Keyword(s):  
Patient Satisfaction ◽  
Quality Measures ◽  
Website Quality ◽  
Patient Satisfaction Scores

scholarly journals Pelayanan Prima Perawat Berdasarkan Persepsi Pasien di Ruang Rawat Inap Talaga Bodas (Penyakit Dalam Pria Kelas 3) Rumah Sakit Tingkat II 03.05.01 Dustira Cimahi 2019

2020 ◽  
Vol 5 (1) ◽  
pp. 42-46
Author(s):  
Lilis Rohayani ◽  
Iin Inayah ◽  
Anisa Shofiyani Shoumi ◽  
Andria Pragholapati
Keyword(s):  
Patient Satisfaction ◽  
Service Providers ◽  
Sampling Technique ◽  
Standard Operating Procedure ◽  
Total Sample ◽  
Service Excellence ◽  
Excellent Service ◽  
Questionnaire Method ◽  
Two Stages

ABSTRACT Excellent service is the attitude or way of service providers who play a major role in creating satisfaction for patients, so the hospital's effort to improve the quality of service and patient satisfaction is to implement service excellence. Factors that must be applied by nurses in providing excellent service, including abilities, attitudes, appearance, attention, action and accountability. This study aims to determine the description of excellent service nurses based on patient perceptions in the Talaga Bodas inpatient (Class 3 Male Disease) Kindergarten II Hospital 03.05.01 Dustira Cimahi City in 2019. The study design was an analytic survey. The total sample of 149 respondents using purposive sampling technique with inclusion and exclusion criteria. Data collection was performed using a Likert scale questionnaire method. Analysis of data through two stages, namely univariate to see the frequency distribution. The results showed as many as 80 respondents (53.7%) felt excellent service. It is recommended that each inpatient room has a standard operating procedure standard (SOP) so that all nurses know the steps - good steps to perform excellent service to increase patient satisfaction. Keyword: Service Excellent, Nurse Hospital

scholarly journals Assessing patient satisfaction with a microsuction service in general practice: a comparative study

BJGP Open ◽  
2019 ◽  
Vol 3 (2) ◽  
pp. bjgpopen19X101649 ◽  
Author(s):  
Ruairi Hasson ◽  
Eoin McDermott ◽  
Karena Hanley ◽  
Camilla Carroll ◽  
Claire Collins
Keyword(s):  
General Practice ◽  
Patient Satisfaction ◽  
Data Collection ◽  
Comparative Study ◽  
Usual Care ◽  
Intervention Group ◽  
Hospital Setting ◽  
Patient Acceptability ◽  
Prospective Comparative Study ◽  
The Uk

BackgroundIn the UK, about 2.3 million people each year require intervention for wax impaction, while otitis externa accounts for just over 1% of general practice consultations. Aural microsuction of debris from the ear canal is a commonly performed procedure within the ear, nose, and throat (ENT) outpatient clinic. This article examines the patient acceptability of an aural microsuction service delivered in general practice.AimTo determine patient satisfaction following the introduction of a new microsuction service in general practice compared with a hospital-delivered service.Design & settingThis is a prospective comparative study in two rural general practices in Ireland and the emergency department (ED) of the Royal Victoria Eye and Ear Hospital (RVEEH), Dublin.MethodA 3-month period of data collection on usual care of 56 patients in general practice was followed by a 3-month period of GP-intervention data collection on 67 patients. Comparative data were collected on 37 patients who attended the RVEEH for the same intervention procedure. Patients completed a validated patient satisfaction questionnaire (PSQ-18).ResultsBoth general practice groups scored significantly higher in all seven aspects of medical care than the RVEEH cohort. Patients in the GP-intervention group scored significantly higher in terms of satisfaction with procedure technique compared with the usual care GP group.ConclusionThe provision of microsuction as a service in general practice confers as much or more patient satisfaction as the provision of the service in a hospital setting.

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