Time stamps used to measure the patient's clinic experience.

150 Background: In 2013, a patient reported satisfaction survey indicated 19% of patients waited 20-40 minutes, 8% 40-60 minutes and 4% over 1 hour. We initiated a project to objectively quantify the components of wait times to investigate opportunities for improvement. Methods: Utilizing existing technology in the practice management system, clinic staff use the Day List feature to capture time stamps as patients move through the clinic. We focused on provider appointments but these visits could also include business office, labs, infusion and diagnostics. It was important to define where the wait(s) occurred. The Time Stamp durations measured are as follows: Arrival to Depart – duration of each appointment; Arrival to site to Exam Start – duration of activity until ready to be seen by the provider, includes rooming, labs and business office activity. Used to compare to the patient satisfaction survey responses; Exam Start to Depart – the provider portion of the office visit, includes patient wait plus exam time. Three reports are generated: Time Stamp Error Report indicating the completeness of data collection; Average Wait Times Report with appointment counts by physician by site and average durations; Provider Wait Times Report with office visit counts, Wait Time Category counts ( < 10 min, 10-20, 20-40, 40-60, and > 1 hour ) and average durations. Results: There was a correlation calculation to the patient satisfaction survey of .779, with long wait times more likely to be underreported by patients. Site and physician data were available for review at site Quality Committees. The data can be used by the site to improve processes, such as lab and infusion room scheduling. Time stamps are used to communicate patient readiness for next steps in the office visit. The time stamps provide objective data to discuss patient complaints with staff. Conclusions: Patient wait times are a valued measure of patient satisfaction and quality. Full utilization of the Day List and supporting technology allows us to objectively monitor and improve this aspect of patient care. Table 1: Sample Provider Report [Table: see text]

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179: Variability of Patient-Reported Experience Between Different Tumour Groups Based on the Ambulatory Oncology Patient Satisfaction Survey

Radiotherapy and Oncology ◽

10.1016/s0167-8140(20)31071-9 ◽

2020 ◽

Vol 150 ◽

pp. S76-S77

Author(s):

Abdulla Al-Rashdan ◽

Lisa Barbera ◽

Demetra Yannitsos ◽

Linda Watson ◽

Siwei Qi ◽

...

Keyword(s):

Patient Satisfaction ◽

Satisfaction Survey ◽

Oncology Patient ◽

Patient Satisfaction Survey ◽

Ambulatory Oncology ◽

Patient Reported

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Delivering a one-stop, integrated, and patient-centered service for patients with rheumatic diseases

SAGE Open Medicine ◽

10.1177/2050312116654404 ◽

2016 ◽

Vol 4 ◽

pp. 205031211665440 ◽

Cited By ~ 9

Author(s):

Paula Väre ◽

Elena Nikiphorou ◽

Pekka Hannonen ◽

Tuulikki Sokka

Keyword(s):

Patient Satisfaction ◽

Satisfaction Survey ◽

Patient Centered ◽

Patient Journey ◽

Patient Satisfaction Survey ◽

Assess Patient Satisfaction ◽

Patient Reported ◽

One Stop ◽

Treatment Education

Objective: To describe a one-stop, integrated rheumatology service and assess patient satisfaction. Methods: A descriptive report and patient satisfaction survey of a rheumatology clinic model first developed in 1996 to enhance the patient “journey” through rheumatology services. A patient-satisfaction survey over a 3-week period assessed several aspects of care including quality of services, consultations, and patient education. Results: All referrals are screened by a rheumatologist to pre-schedule laboratory/radiology/other tests for the visit. Upon arrival to the clinic, patients check-in at an electronic desk, and then complete the electronic GoTreatIT monitoring system which assesses patient-reported outcomes. The patient is reviewed by a doctor in a 30- to 60-min consultation, and then by a nurse (for diagnosis/treatment education, vaccinations). An ultrasound machine and capillaroscopy are available for use in the clinic. Patients can be scheduled on the same day to see a nutritionist, physiotherapist, or other heath professionals as necessary. An “early-rheumatoid arthritis treatment path” is available to ensure early, intensive treatment. A patient satisfaction survey revealed high rating of the overall service (90.6/100). None of the patients felt that they lacked education on their disease or medication. Only 6% of the respondents gave negative feedback, reasons including feeling overwhelmed with information or not being given a cause for their symptoms. The multi-disciplinary approach was highly valued and only 3% would rather see a doctor and nurse on separate days. Conclusion: The specific clinic model provides an ideal setting for a one-stop service, avoiding unnecessary visits, collecting patient data, and enhancing the patient experience and journey through the system. Where possible, the specific clinic model could be used or adapted to build similar models in other rheumatology departments. The clinic model could also form the basis for services in other specialties dealing with chronic conditions.

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Protocol for stepped wedge cluster randomized trial to evaluate the effects of SurgeCon: A quality improvement emergency department surge management platform (Preprint)

10.2196/preprints.30454 ◽

2021 ◽

Author(s):

Hensley Mariathas ◽

Shabnam Asghari ◽

Oliver Hurley ◽

Nahid Anaraki ◽

Christina Young ◽

...

Keyword(s):

Quality Improvement ◽

Patient Satisfaction ◽

Health System ◽

Wait Time ◽

Cluster Randomized Trial ◽

Wait Times ◽

Hybrid Design ◽

Stepped Wedge ◽

Patient Reported ◽

Cluster Randomized

BACKGROUND Despite many efforts, long wait time and overcrowding at Emergency Departments (EDs) have remained a significant health system issue in Canada. For several years, Canada has had one of the longest wait times among Organisation for Economic Co-operation and Development OECD countries. From the patient’s perspective, the challenge has been described as “patients wait in pain or discomfort for hours before being seen at EDs”. In this study, we propose an innovative quality-improvement intervention called SurgeCon that includes a protocol-driven software platform and several other initiatives to reduce wait times and improve the sustainability of health systems without significant workforce changes. We piloted SurgeCon at an ED in Carbonear, Newfoundland and Labrador (NL) and found there was a 32% reduction in ED wait time. OBJECTIVE Our primary objectives of the trial are to evaluate the effects of SurgeCon on ED performance based on length of stay (LOS), time to physician’s initial assessment (PIA), and the number of patients leaving the ED without being seen by a physician (LWBS), patient satisfaction and patient-reported experience with ED wait times. The ultimate goal of this study is to create better value care by reducing the per-patient cost of delivering ED services. METHODS This study will investigate the effects of SurgeCon on health system key performance outcomes and patient-reported experience and satisfaction. The study uses a comparative effectiveness-implementation hybrid design. This type of hybrid design has been recommended to help achieve rapid translational gains that can hasten the movement of interventions from research to practice to public health impact. In our hybrid design, we will use a pragmatic stepped wedge cluster randomized trial (SW-CRT) design that enrols four 24/7 on-site ED physician support (category A) hospitals into a 30-month trial. All clusters (hospitals) start with a baseline period of “usual care” and are randomized to determine the order and timing of transitioning to “intervention care” until all hospitals are exposed to the intervention condition for the remainder of the study. RESULTS Data collection for this study is ongoing. To date, 15 randomly selected patients have participated in telephone interviews concerning patient-reported experiences and patient satisfaction with ED wait times. CONCLUSIONS By evaluating the mechanisms behind the use of SurgeCon, we hope to be able to improve wait times and create better value ED care in this healthcare context. CLINICALTRIAL This study is registered in ClinicalTrials.gov NCT04789902

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124 Post-operative mortality and risk of COVID-19 in patients receiving urgent elective surgical care at a COVID clean facility during the COVID 19 pandemic: a cross-sectional study

British Journal of Surgery ◽

10.1093/bjs/znab134.229 ◽

2021 ◽

Vol 108 (Supplement_2) ◽

Author(s):

Lok Ka Cheung ◽

Shafaque Shaikh ◽

Shanju Rai ◽

David Lawrie ◽

Abdul Qadir

Keyword(s):

Patient Satisfaction ◽

Operative Mortality ◽

Negative Impact ◽

Surgical Care ◽

Cross Sectional Study ◽

Satisfaction Survey ◽

Cross Sectional ◽

Safe Delivery ◽

Patient Satisfaction Survey ◽

Patient Reported

Abstract Introduction The Sars-Cov2 related COVID-19 pandemic has triggered the adoption of unprecedented approaches to contain it across the globe at a very short notice. The aim of this study is to determine post-operative mortality and the risk of developing COVID-19 in a COVID-19 negative population undergoing elective surgical care in a COVID-clean facility. We also explored patient experiences and satisfaction as well patient reported post-operative COVID related symptoms through a patient satisfaction survey. Method A patient satisfaction survey was built into the service which was performed by means of a telephone follow-up at 30 days from procedure. One of the aspects of the service review was to capture data on patients developing COVID-19 symptoms post-operatively but not requiring hospital admission or testing. Results & Conclusion: Our study has shown promising results with the early outcomes of elective surgical care delivered through a COVID-clean facility with no mortality, low morbidity and high patient satisfaction across all 5 specialties (Plastic surgery, Urology, Gynaecology, General Surgery) in 455 patients operated on over 10 weeks. We have demonstrated safe delivery of elective surgical services by utilising a COVID-clean facility minimising the negative impact of delays experienced due to the COVID-19 pandemic.

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An evaluation of Alberta retina health service delivery in an office setting: a cross-sectional survey of patient experience

BMC Health Services Research ◽

10.1186/s12913-020-05961-5 ◽

2020 ◽

Vol 20 (1) ◽

Author(s):

Tyler Henry ◽

Mathew Palakkamanil ◽

Yazid N. Al Hamarneh ◽

Matthew T. S. Tennant

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Care Delivery ◽

Satisfaction Survey ◽

Wait Times ◽

Patient Centered ◽

Cross Sectional ◽

Patient Satisfaction Survey ◽

Similar Patient ◽

Improve Patient

Abstract Background Retina sub-specialists provide much of the retina related eye care across Canada. In the province of Alberta, 18 retina sub-specialists work across six different offices. The purpose of this study was to assess the quality of care provided by Alberta retina sub-specialists in an office setting by administering a patient satisfaction survey. The results of this survey were provided to the same retina specialists to promote improvements in patient-centered health care delivery. Methods A cross sectional patient satisfaction survey was performed using a thirty-part questionnaire developed in collaboration with the Physician Learning Program at the University of Alberta. The survey was modelled after other similar patient satisfaction surveys used in other areas of medicine. Patients from ten of the eighteen retina practices in Alberta participated in this survey. Topics of the survey included pre-appointment experience, physician-patient interactions and quality, comments/ feedback and patient demographics. Results 214 randomly sampled patients completed the survey from three geographically separate office locations in Calgary and Edmonton. 90% of patients responded that their retina sub-specialist listened adequately and provided quality care in a timely manner. Patients felt that there could be improvements to accessibility to the clinic and reduced wait times, as well as in the pre-operative consent process. Including a more complete explanation of the procedure as well as the potential risks and benefits. Only 51% of patients felt that the risks of a potential surgery had been adequately explained to them. There was a statistically significant association found between overall satisfaction and lower wait times, understanding of procedural risks and time with, listening to and involving the patient in care. There were no correlations found with other demographics such as ethnicity, sex, distance traveled or age. Conclusions This patient satisfaction survey provided valuable patient care feedback to the retina sub-specialists of Alberta. The survey results will assist this group to improve the consent process and thereby improve patient centered health care delivery. We would recommend the distribution of this survey or other similar patient satisfaction questionnaire by retina sub-specialists to their patients to improve patient centered care in their clinics.

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Patient Satisfaction Survey (PSS) In Breast Clinic

Case Medical Research ◽

10.31525/ct1-nct03962595 ◽

2019 ◽

Author(s):

Keyword(s):

Patient Satisfaction ◽

Satisfaction Survey ◽

Breast Clinic ◽

Patient Satisfaction Survey

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Patient Satisfaction Survey of Non-surgical Urinary Incontinence Treatment

Case Medical Research ◽

10.31525/ct1-nct04064970 ◽

2019 ◽

Author(s):

Keyword(s):

Urinary Incontinence ◽

Patient Satisfaction ◽

Satisfaction Survey ◽

Patient Satisfaction Survey

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An evaluation of a shoulder rehabilitation class in a UK hospital following evidence-based modifications

Physiotherapy Practice and Research ◽

10.3233/ppr-200408 ◽

2021 ◽

pp. 1-8

Author(s):

Emily Kell ◽

John A. Hammond ◽

Sophie Andrews ◽

Christina Germeni ◽

Helen Hingston ◽

...

Keyword(s):

Patient Satisfaction ◽

Shoulder Pain ◽

Management Strategies ◽

Cost Effective ◽

Rehabilitation Programme ◽

Patient Specific ◽

Satisfaction Survey ◽

Evidence Based ◽

Patient Satisfaction Survey ◽

Significant Difference

OBJECTIVES: Shoulder pain is a common musculoskeletal disorder, which carries a high cost to healthcare systems. Exercise is a common conservative management strategy for a range of shoulder conditions and can reduce shoulder pain and improve function. Exercise classes that integrate education and self-management strategies have been shown to be cost-effective, offer psycho-social benefits and promote self-efficacy. This study aimed to examine the effectiveness of an 8-week educational and exercise-based shoulder rehabilitation programme following the introduction of evidence-based modifications. METHODS: A retrospective evaluation of a shoulder rehabilitation programme at X Trust was conducted, comparing existing anonymised Shoulder Pain and Disability Index (SPADI) and Patient-Specific Functional Scale (PSFS) scores from two cohorts of class participants from 2017-18 and 2018-19 that were previously collected by the physiotherapy team. Data from the two cohorts were analysed separately, and in comparison, to assess class efficacy. Descriptive data were also analysed from a patient satisfaction survey from the 2018-19 cohort. RESULTS: A total of 47 patients completed the 8-week shoulder rehabilitation programme during the period of data collection (2018-2019). The 2018-19 cohort showed significant improvements in SPADI (p 0.001) and PSFS scores (p 0.001). No significant difference was found between the improvements seen in the 2017-18 cohort and the 2018-19 cohort. 96% of the 31 respondents who completed the patient satisfaction survey felt the class helped to achieve their goals. CONCLUSION: A group-based shoulder rehabilitation class, which included loaded exercises and patient education, led to improvements in pain, disability and function for patients with rotator cuff related shoulder pain (RCRSP) in this outpatient setting, but anticipated additional benefits based on evidence were not observed.

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