For “The GrAde” Tutor Only (All Others Will Not Be Accepted) THANKS

Tool III (Social Marketing) Using Social Blade and other online resources, co
12/09/2019
Personal Monthly Budget
12/09/2019

For “The GrAde” Tutor Only (All Others Will Not Be Accepted) THANKS

150 to 250 words

1. There is much debate about patient satisfaction scores and demographics of a facility. Do you think socioeconomic factors affect patient satisfaction scores? Why? If not, why not?

2. Do you have any recommendations regarding the collection and use of these scores?

Reference:

1. Chatterjee P, Joynt KE, Orav E, Jha AK. Patient Experience in Safety-Net Hospitals: Implications for Improving Care and Value-Based Purchasing. Arch Intern Med. 2012;172(16):1204-1210.

2. Mark Meterko, David C. Mohr and Gary J. Young. Teamwork Culture and Patient Satisfaction in Hospitals. Medical Care , Vol. 42, No. 5 (May, 2004), pp. 492-498

3. Attached presentation

Patient Satisfaction

Patient Satisfaction Today • Has become an important buzzword in health

care. • Patients have access to hospital “report card”

patient satisfaction and quality scores. – Ex: Hospital Compare

• Hospital placing high priority for patient satisfaction due to scores being tied to reimbursement rates.

Patient Satisfaction Today

• Patients are better informed. • Patients want to understand their medical

care and be a part of the decision-making process.

• Health care is featured almost daily in the media, increasing patient expectations of the care provided.

How is Patient Satisfaction Measured? • Hospital Consumer Assessment of Healthcare Providers

and Systems (HCAHPS) Survey. • Standardized survey to gather and compare data across

the nation. • 27 questions based on:

– Physician/Nurse/Staff Communication – Hospital Environment – Pain Management – Overall rating – Recommendation of Hospital

• Conducted through mail and/or telephone. • Conducted after patient discharge.

Sample HCAHPS Questionnaire • During this hospital stay, how often did nurses treat you with courtesy and

respect? 1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable

• During this hospital stay, how often did doctors treat you with courtesy and respect?

1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable • During this hospital stay, how often was the area around your room quiet at night? 1. Never 2. Sometimes 3. Usually 4. Always 5. Non Applicable

• Would you recommend this hospital to your family and friends? 1. Definitely No 2. Probably No 3. Probably Yes 4. Definitely Yes

• Using any number from 0–10, where 0 is worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital?

Hospital Compare

Impact of ACA on Patient Satisfaction

• Pay For Performance (P4P). • DRG payments are adjusted based on

performance on HCAHPS (30%) and clinical process measures (70%).

• Patient satisfaction makes up 30% of hospital’s score. – Recommend Hospital – Rate Hospital 9–10

Excellent Patient Satisfaction • Excellent customer satisfaction goes beyond

patient interaction during hospital stay. • Organizations judged on customer service the

instant contact is made with patient or family member (phone, face-to-face, email, etc.).

• Higher patient satisfaction with inpatient care and discharge planning is associated with lower 30-day readmission rates.

» Source: AM J Managed Care, 2011; 17(1): 41-48

Trickle Down Effect of Excellent Service

• Providing excellent service leads to happy patients who are less anxious.

• Less anxious patients are more cooperative, leading to positive results.

Patient Needs • Customer-friendly environment. • Compassionate, caring, and individualized

care. • Respect for privacy. • Cultural sensitivity. • Timely and proper explanations about their

care/treatment. • Involved in decision-making.

Barriers and Facilitators to Patient Engagement

• Patient Barriers: – Fear and uncertainty – Low health literacy – Provider reactions

• Patient Facilitators: – Self-efficacy – Information – Invitations to engage – Provider support

Essential Elements for Building a Strong Foundation

• Leadership strategies. • Strategies for partnering with patients and

families. • Workforce strategies. • Data/use performance improvement.

Leadership Strategies • Celebrate achievement and improvements. • Eliminate/streamline as much as possible. • Patient experience is integrated and aligned

with organizational priorities. • A dedicated champion and structure is in

place to support patient-centered care.

Capitalize on Opportunities to Partner with Patients/Families

• Patients and families are treated as partners at every level.

• The organization seeks input from patients and families on a routine basis from methods other than the HCAHPS survey. – Ex: rounding, patient and family advisors.

Workforce Engagement Strategies

• Restore sense of purpose through: – Recruit members for patient-centered values. – Patient centered care is rewarded and celebrated. – Accountability and incentives support patient-

centered care. – Participation in and brainstorming with patient

experience improvement teams.

Data Use • Hospital-wide and unit-specific targets are set

based on historical data and national benchmarks.

• Staff are provided with tools for easy access to data and support.

• Frequent, regular feedback to staff is provided on performance.

Process Improvement Plan

Strategy

Develop & Test

Strategy

Monitor Strategy

Reassess and

Respond

• Improvement teams and committees are created and adequately resourced.

• Best practices are identified and implemented.

• Strategies are shared across units.

Source: CAHPS Improvement Guide

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