Listening to Patients Changes Clinicians’ Perspectives and Improves Care

2014 ◽  
Vol 20 (2) ◽  
pp. 122-126 ◽  
Author(s):  
Kathleen Vidal
Keyword(s):  
Discharge Planning ◽  
Care Delivery ◽  
Medical Center ◽  
Academic Medical Center ◽  
Healthcare Providers ◽  
Family Expectations ◽  
Phone Calls ◽  
Admission Interview ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment

This article shares strategies of an academic medical center and its system of hospitals in partnering with patients and families to create a climate in which patients, families, and clinicians are comfortable enough to ask questions, suggest alternatives, and even choose to disagree. Relationship-Based Care: A Model for Transforming Practice (Koloroutis, 2004) was instrumental in developing an interdisciplinary relationship-based model of care supported by 4 key processes (admission interview, daily rounds, discharge planning, and follow-up phone calls). These processes—along with patient/family councils, patient/family/staff retreats, patient/family representation on hospital committees, and a patient experience bundle—have proven successful in aligning patient and family expectations with clinicians’ care delivery, as reflected in Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. A study suggesting the nature of caring as a nurse-driven activity may vary from caring as a patient-driven activity. Inspired engagement with Koloroutis and Trout (2012) See Me as A Person: Creating Therapeutic Relationships with Patients and Their Families; attunement, wondering, following, and holding build bridges between clinicians perceptions and knowledge, and patients knowledge and expectations.

scholarly journals Integrative Review of the Interventions for Improving Patients’ Experiences Revealed in Quality Improvement Projects

2020 ◽  
Vol 7 (6) ◽  
pp. 882-892
Author(s):  
Jin Jun ◽  
Kailyn Stern ◽  
Maja Djukic
Keyword(s):  
Hospital Care ◽  
Discharge Planning ◽  
Healthcare Providers ◽  
Level Of Evidence ◽  
Phone Calls ◽  
Hospital Consumer Assessment ◽  
Critical Appraisal Skills ◽  
Consumer Assessment

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care closely linked to hospitals’ reimbursement and reputation. Thus, it is critical to learn about what interventions work for improving HCAHPS. Eight peer-reviewed studies examining nursing-led interventions at improving patient satisfaction in hospitals, measured by the HCAHPS, were identified. Using the Critical Appraisal Skills Program for cohort studies, each study was evaluated for a level of evidence. Interventions that increased HCAHPS were (1) nursing rounds, (2) the use of discharge nurses, (3) follow-up phone calls by nurses, and (4) continuing education for nurses. However, the quality of evidence is low and based on single-site, pre–postdesign studies. Hospital leaders should focus their efforts on a combination of nurse rounding, comprehensive discharge planning to improve patients’ overall experience with hospital care, and their likelihood to recommend the hospital.

What Parents have to Say: Content and Actionability of Narrative Comments from Child HCAHPS Survey

2022 ◽  
Author(s):  
Denise D. Quigley ◽  
Zachary Predmore
Keyword(s):  
Medical Center ◽  
Academic Medical Center ◽  
Healthcare Providers ◽  
Pediatric Care ◽  
Frontline Staff ◽  
Negative Comments ◽  
Hospital Consumer Assessment ◽  
Child Hospital ◽  
Consumer Assessment ◽  
Hcahps Survey

OBJECTIVE: To examine the content and actionability of written comments from parents and guardians on the Child Hospital Consumer Assessment of Healthcare Providers and Systems (Child HCAHPS) survey. METHODS: We coded 548 narrative text comments linked to demographic information from the Child HCAHPS survey from July 2017 to December 2020 about inpatient pediatric care at an urban children’s hospital-within-a-hospital at an academic medical center. We developed initial codes based on research findings and the content of the Child HCAHPS survey, and also added codes that emerged from the comments. We performed directed and conventional content analysis. RESULTS: Most comments were positive and provided by the child’s mother. About half referred to content on the Child HCAHPS survey, primarily on being treated with courtesy and respect or explaining care at discharge. Comments about other topics most frequently provided a narrative rating of the provider or described whether providers were caring and friendly. Thirty-nine percent of comments were deemed sufficiently specific to make improvements (ie, actionable) in inpatient pediatric care; negative comments or comments about care for sicker patients were more often actionable. CONCLUSIONS: Child HCAHPS comments provided rich detail and a large portion were deemed actionable. Comments also provided insights into topics both on the survey itself and on many other inpatient pediatric issues raised by parents and guardians. More research is needed on the value of Child HCAHPS comments, the association between Child HCAHPS open-ended and closed-ended responses, and how quality leaders and frontline staff use comments to improve inpatient pediatric care.

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 Examining the Association Between Chaplain Care and Patient Experience

2020 ◽  
Vol 7 (6) ◽  
pp. 1174-1180 ◽  
Author(s):  
Annelieke Damen ◽  
Patricia Murphy ◽  
Francis Fullam ◽  
Deirdre Mylod ◽  
Raj C Shah ◽  
...  
Keyword(s):  
Patient Experience ◽  
Religious Affiliation ◽  
Medical Center ◽  
Healthcare Providers ◽  
Family Satisfaction ◽  
Care Patient ◽  
Self Rated Health ◽  
Lower Likelihood ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment

A developing body of evidence indicates that chaplain care is associated with higher levels of patient/family satisfaction with their hospital care. We examined the association between chaplain care and patient experience among patients at Rush University Medical Center in Chicago who responded to Hospital Consumer Assessment of Healthcare Providers and Systems and Press Ganey survey items between 2011 and 2017. Information about chaplain care was taken from the inpatients’ electronic medical record. Our analyses included 11 741 patients, 26.5% of whom had received any chaplain care. Patients with lower self-rated health were more likely to have received chaplain care ( P < .001). In bivariate analyses, chaplain care was associated with lower likelihood of reporting the highest score for 4 patient experience items ( P < .001). In multi-variable models that adjusted for patient self-rated health and other factors, the association between chaplain care and the 4 patient experience items was nonsignificant. There was no effect modification for patient religious affiliation, self-rated health, or other demographic factors. The chaplain care-patient experience association may be more complex than has initially appeared, and further research is needed to help us better understand it.

Discharge Planning and Hospital Readmissions

2016 ◽  
Vol 74 (3) ◽  
pp. 345-368 ◽  
Author(s):  
Rachel Mosher Henke ◽  
Zeynal Karaca ◽  
Paige Jackson ◽  
William D. Marder ◽  
Herbert S. Wong
Keyword(s):  
Heart Failure ◽  
Mixed Model ◽  
Linear Mixed Model ◽  
Discharge Planning ◽  
Hospital Readmissions ◽  
Healthcare Providers ◽  
Total Hip ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment

This study examines the association between the quality of hospital discharge planning and all-cause 30-day readmissions and same-hospital readmissions. The sample included adults aged 18 years and older hospitalized in 16 states in 2010 or 2011 for acute myocardial infarction, heart failure, pneumonia, or total hip or joint arthroplasty. Data from the Hospital Consumer Assessment of Healthcare Providers and Systems measured discharge-planning quality at the hospital level. A generalized linear mixed model was used to estimate the contribution of patient and hospital characteristics to 30-day all-cause and same-hospital readmissions. Discharge-planning quality was associated with (a) lower rates of 30-day hospital readmissions and (b) higher rates of same-hospital readmissions for heart failure, pneumonia, and total hip or joint replacement. These results suggest that by improving inpatient discharge planning, hospitals may be able to influence their 30-day readmissions and increase the likelihood that readmissions will be to the same hospital.

scholarly journals Alcohol Hand Rub Significantly Reduces Overall Bacterial Bioburden on Stethoscopes in a Real-World Clinical Setting

2020 ◽  
Vol 41 (S1) ◽  
pp. s114-s115
Author(s):  
Alexandra Johnson ◽  
Bobby Warren ◽  
Deverick John Anderson ◽  
Melissa Johnson ◽  
Isabella Gamez ◽  
...  
Keyword(s):  
Real World ◽  
Medical Center ◽  
Academic Medical Center ◽  
Randomized Study ◽  
Healthcare Providers ◽  
Clinical Workflow ◽  
Provider Type ◽  
Academic Medical ◽  
Rn Students ◽  
The Impact

Background: Stethoscopes are a known vector for microbial transmission; however, common strategies used to clean stethoscopes pose certain barriers that prevent routine cleaning after every use. We aimed to determine whether using readily available alcohol-based hand rub (ABHR) would effectively reduce bacterial bioburden on stethoscopes in a real-world setting. Methods: We performed a randomized study on inpatient wards of an academic medical center to assess the impact of using ABHR (AlcareExtra; ethyl alcohol, 80%) on the bacterial bioburden of stethoscopes. Stethoscopes were obtained from healthcare providers after routine use during an inpatient examination and were randomized to control (no intervention) or ABHR disinfection (2 pumps applied to tubing and bell or diaphragm by study personnel, then allowed to dry). Cultures of the tubing and bell or diaphragm were obtained with premoistened cellulose sponges. Sponges were combined with 1% Tween20-PBS and mixed in the Seward Stomacher. The homogenate was centrifuged and all but ~5 mL of the supernatant was discarded. Samples were plated on sheep’s blood agar and selective media for clinically important pathogens (CIPs) including S. aureus, Enterococcus spp, and gram-negative bacteria (GNB). CFU count was determined by counting the number of colonies on each plate and using dilution calculations to calculate the CFU of the original ~5 mL homogenate. Results: In total, 80 stethoscopes (40 disinfection, 40 control) were sampled from 46 physicians (MDs) and MD students (57.5%), 13 advanced practice providers (16.3%), and 21 nurses (RNs) and RN students (26.3%). The median CFU count was ~30-fold lower in the disinfection arm compared to control (106 [IQR, 50–381] vs 3,320 [986–4,834]; P < .0001). The effect was consistent across provider type, frequency of recent usual stethoscope cleaning, age, and status of pet ownership (Fig. 1). Overall, 26 of 80 (33%) of stethoscopes harbored CIP. The presence of CIP was lower but not significantly different for stethoscopes that underwent disinfection versus controls: S. aureus (25% vs 32.5%), Enterococcus (2.5% vs 10%), and GNB (2.5% vs 5%). Conclusions: Stethoscopes may serve as vectors for clean hands to become recontaminated immediately prior to performing patient care activities. Using ABHR to clean stethoscopes after every use is a practical and effective strategy to reduce overall bacterial contamination that can be easily incorporated into clinical workflow. Larger studies are needed to determine the efficacy of ABHR at removing CIP from stethoscopes as stethoscopes in both arms were frequently contaminated with CIP. Prior cleaning of stethoscopes on the study day did not seem to impact contamination rates, suggesting the impact of alcohol foam disinfection is short-lived and may need to be repeated frequently (ie, after each use).Funding: NoneDisclosures: NoneDisclosures: NoneFunding: None

scholarly journals Translation, Cross-Cultural Adaptation, and Validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) into the Malay Language

2019 ◽  
Vol 16 (11) ◽  
pp. 2054 ◽  
Author(s):  
Ahmad Badruridzwanullah Zun ◽  
Mohd Ismail Ibrahim ◽  
Ariffin Marzuki Mokhtar ◽  
Ahmad Sukari Halim ◽  
Wan Nor Arifin Wan Mansor
Keyword(s):  
Healthcare Providers ◽  
The United States ◽  
Patient Perceptions ◽  
Face Validity ◽  
System Quality ◽  
Validity Index ◽  
Hospital Consumer Assessment ◽  
Discharged Patients ◽  
Consumer Assessment ◽  
Face Validation

Background: Patient feedback is an important tool in assessing health system quality. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) was developed in 2006 as a standardized instrument to assess patient perceptions in the United States of America. This study aimed to translate and validate the HCAHPS questionnaire into the Malay language in order to assess patient perceptions of health services in Malaysia. Methods: The original HCAPHS in English was translated into Malay based on the established guideline. The content validation involved an expert panel of 10 members, including patients. The face validation pilot testing of the HCAHPS-Malay version was conducted among 10 discharged patients. The exploratory factor analysis (EFA) used principal axis factor, and varimax rotation was established based on a cross-sectional study conducted among 200 discharged patients from Hospital Universiti Sains Malaysia (Hospital USM). Results: The overall content validity index was 0.87, and the universal face validity index was 0.82. From the EFA, the factor loading value ranged from 0.652 to 0.961 within nine domains. The internal consistency reliability with Cronbach’s alpha was 0.844. Conclusion: The HCAHPS-Malay is a reliable and valid tool to determine patients’ perception of healthcare services among inpatients in Hospital USM based on the content and face validation result together with a good construct validity and excellent absolute reliability. Further testing on HCAHPS-Malay version in other settings in Malaysia needs to be done for cross-validation.

scholarly journals Translation, adaptation, and validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) for use in Japan: A multicenter cross-sectional study

2020 ◽  
Author(s):  
Takuya Aoki ◽  
Yosuke Yamamoto ◽  
Tomoaki Nakata
Keyword(s):  
Patient Experience ◽  
Internal Consistency ◽  
Healthcare Providers ◽  
Internal Consistency Reliability ◽  
Cross Sectional Study ◽  
Sectional Study ◽  
Cross Sectional ◽  
Validity Criterion ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment

Objectives. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a well-established and internationally recognized scale for measuring patient experience with hospital inpatient care. This study aimed to develop a Japanese version of the HCAHPS and to examine its structural validity, criterion-related validity, and internal consistency reliability. Design. Multicenter cross-sectional study. Setting. A total of 48 hospitals in Japan. Participants. Patients aged ≥ 16 years who were discharged from the participating hospitals. Results. We translated the HCAHPS into Japanese according to the guidelines. Psychometric properties were examined using data from 6,522 patients. A confirmatory factor analysis showed excellent goodness of fit of the same factor structure as that of the original HCAHPS, with the following composites: communication with nurses, communication with doctors, responsiveness of hospital staff, hospital environment, communication about medicines, and discharge information. All hospital-level Pearson correlation coefficients between the Japanese HCAHPS composites and overall hospital rating exceeded the criteria. Results of inter-item correlations indicated adequate internal consistency reliability. Conclusions. We developed the Japanese HCAHPS, and evaluated its structural validity, criterion-related validity, and internal consistency reliability. This scale could be used for quality improvement based on the assessment of patient experience with hospital care and for health services research in Japan.

Sign in / Sign up

Export Citation Format

Share Document