The Impact of Nursing Staff on Satisfaction Scores for U.S. Hospitals: A Production Function Approach

2020 ◽  
pp. 107755872095057
Author(s):  
Roberto Delhy ◽  
Avi Dor ◽  
Patricia Pittman
Keyword(s):  
Patient Satisfaction ◽  
Registered Nurses ◽  
Production Function ◽  
Healthcare Providers ◽  
Function Approach ◽  
Labor Costs ◽  
Production Function Approach ◽  
Satisfaction Measures ◽  
Consumer Assessment ◽  
The Impact

Hospitals have increasingly relied on nurse assistants to support nurses in the provision of patient care, yet knowledge about their contributions to the patient experience in U.S. hospitals is limited. We address this issue by exploring the impact of nurse assistants and registered nurses on an array of patient satisfaction measures from the Medicare Hospital Consumer Assessment of Healthcare Providers and Systems. Using linked data for 2,807 hospitals from 2008 to 2016, we employ a production function approach to estimate and plot marginal impact curves for both nurse assistants and registered nurses. We find that although registered nurses are more impactful, nurse assistants are the more underdeployed staffing category. We also find that after meeting certain thresholds for minimal hours, nurse assistants have a comparative advantage in improving patient satisfaction scores in the housekeeping and patient support domain. Given their lower labor costs, further employment of nurse assistants may be warranted.

scholarly journals Video Recording Patient Visits to Improve Patient Satisfaction and Hospital Consumer Assessment of Healthcare Providers and Systems Scores

Neurosurgery ◽  
2019 ◽  
Vol 66 (Supplement_1) ◽  
Author(s):  
Malika Bhargava ◽  
Komal Naeem ◽  
Randall W Porter
Keyword(s):  
Patient Satisfaction ◽  
Quality Care ◽  
Video Recording ◽  
Healthcare Providers ◽  
Physician Satisfaction ◽  
Video Recordings ◽  
Hospital Consumer Assessment ◽  
History Of ◽  
Consumer Assessment ◽  
The Impact

Abstract INTRODUCTION A history of good physician-patient communication is critical to improving patient satisfaction with their physicians. This study sought to evaluate the impact of video recording healthcare visits on patient satisfaction using Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. METHODS HCAHPS surveys are administered by hospitals through Press Ganey. This institute's HCAHPS results were collected and analyzed from June 2016 through February 2019. The results of these surveys were divided into 2 physician groups: video recording users and non-users. The resulting percentile rankings of top-box answers (“always”) of HCAHPS measures were compared. RESULTS A total of 3516 HCAHPS surveys were completed between June 2016 and February 2019 at this institute. Of these, 1860 were completed by patients in the video recording users' group and 1656 were completed by patients in the non-users' group. Video recording users' HCAHPS scores were notably higher than non-users' scores. Most importantly, video recordings group patients vs non-users group patients who answered “always” (top-box score) for “Communication with the Doctor” and “Doctor Explained” had percentiles ranks of 91st vs 60th and 91st vs 57th, respectively. Perceived “Physician Skill” was the only category in which both groups scored high: 92nd percentile for video recordings users vs 93rd for non-users. In addition, 96% (137/142) of the video recordings patients watched their videos 1 to 5 times, and many reported that they chose to share their video with family or friends. CONCLUSION Physicians who provided patients with video recorded visits achieved higher HCAHPS physician satisfaction scores than those who did not. Practices that seek to improve their HCAHPS scores, especially considering incentivized payments of quality care, should consider offering video recordings for patients and their families to help improve real or perceived communication.

scholarly journals INNV-31. NEURO-ONCOLOGY OUTPATIENT SATISFACTION IS MAINTAINED IN THE ERA OF COVID-19 TELEMEDICINE

2021 ◽  
Vol 23 (Supplement_6) ◽  
pp. vi112-vi112
Author(s):  
Zoey Petitt ◽  
James Herndon ◽  
Oren Gottfried ◽  
Christina Cone ◽  
Daniel Landi ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Medical History ◽  
Healthcare Providers ◽  
The United States ◽  
Improvement Project ◽  
Patient Satisfaction Scores ◽  
Tumor Center ◽  
Duke University ◽  
Consumer Assessment ◽  
The Impact

Abstract INTRODUCTION The use of telemedicine increased during the COVID-19 pandemic. However, the impact on patient satisfaction in the Neuro-oncology population is unknown. This quality improvement project compares outpatient satisfaction before and during the COVID-19 pandemic as well as in-person versus telemedicine platforms during the pandemic. METHODS We performed an IRB-exempt retrospective analysis of aggregate de-identified outpatient satisfaction scores among Neuro-oncology patients seen at The Preston Robert Tisch Brain Tumor Center (PRTBTC) at Duke University. The Clinician & Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) is a survey developed and distributed by Press Ganey Associates, and is the most widely used outpatient satisfaction survey in the United States. We compared pre-COVID-19 CG-CAHPS scores from patients who received in-person care at the PRBTC between April 2019 and March 2020 to COVID-19 pandemic CG-CAHPS scores (i.e. those who received either telemedicine or in-person care at the PRTBTC) from April 2020 to March 2021. RESULTS Approximately 1448 surveys were completed for both in-person and telemedicine visits. During the pandemic, 48.6% of surveys represented telemedicine, with monthly variations from 84.6% (April 2020) to 21.4% (March 2021). Patient satisfaction scores pre-COVID-19 were similar to those during the pandemic: overall provider rating from 0-10 (9.28 v 9.36), knowledge of medical history (96.9% v 95.4%), listens carefully (96.6% v 96.9%), shows respect (97.2% v 98.1%), and time spent (93.2% v 95.5%). During the COVID-19 pandemic, in-person and telemedicine demonstrate similar levels of satisfaction: overall provider rating from 0-10 (9.29 v 9.48), knowledge of medical history (94.9% v 96.1%), listens carefully (95.4% v 99.0%), shows respect (97.5% v 99.0%), and time spent (94.7% v 96.7%). CONCLUSION Outpatient satisfaction prior to and during the COVID-19 pandemic was similar. Patients reported similar satisfaction between in-person and telemedicine platforms. We support the ongoing use of telemedicine for outpatient Neuro-oncology.

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