Real‐time patient experience surveys of hospitalized medical patients
| العنوان: | Real‐time patient experience surveys of hospitalized medical patients |
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| المؤلفون: | Angela Keniston, Chi Zheng, Angie Tong, Katherine Sachs, Helpees Guirguis, Kimberly A Indovina, Richard K. Albert, Kathy Bui, Thao Nguyen, Danny Hernandez, Mark B. Reid, Marisha Burden, Zeinab Ali |
| المصدر: | Journal of Hospital Medicine. 11:251-256 |
| بيانات النشر: | Wiley, 2016. |
| سنة النشر: | 2016 |
| مصطلحات موضوعية: | Adult, Male, Percentile, medicine.medical_specialty, Time Factors, Leadership and Management, MEDLINE, Assessment and Diagnosis, law.invention, 03 medical and health sciences, 0302 clinical medicine, Patient satisfaction, Percentile rank, Randomized controlled trial, law, Interquartile range, Patient experience, Internal Medicine, medicine, Humans, Prospective Studies, 030212 general & internal medicine, Care Planning, Aged, Quality of Health Care, business.industry, 030503 health policy & services, Health Policy, General Medicine, Middle Aged, Hospital medicine, Hospitalization, Hospitalists, Patient Satisfaction, Health Care Surveys, Family medicine, Female, Fundamentals and skills, 0305 other medical science, business |
| الوصف: | BACKGROUND Real-time feedback about patients' perceptions of the quality of the care they are receiving could provide physicians the opportunity to address concerns and improve these perceptions as they occur, but physicians rarely if ever receive feedback from patients in real time. OBJECTIVE To evaluate if real-time patient feedback to physicians improves patient experience. DESIGN Prospective, randomized, quality-improvement initiative. SETTING University-affiliated, public safety net hospital. PARTICIPANTS Patients and hospitalist physicians on general internal medicine units. INTERVENTION Real-time daily patient feedback to providers along with provider coaching and revisits of patients not reporting optimal satisfaction with their care. MEASUREMENTS Patient experience scores on 3 provider-specific questions from daily surveys on all patients and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores and percentiles on randomly selected patients. RESULTS Changes in HCAHPS percentile ranks were substantial (communication from doctors: 60th percentile versus 39th, courtesy and respect of doctors: 88th percentile versus 23rd, doctors listening carefully to patients: 95th percentile versus 57th, and overall hospital rating: 87th percentile versus 6th (P = 0.02 for overall differences in percentiles), but we found no statistically significant difference in the top box proportions for the daily surveys or the HCAHPS survey. The median [interquartile range] top box score for the overall hospital rating question on the HCAHPS survey was higher in the intervention group than in the control group (10 [9, 10] vs 9 [8, 10], P = 0.04). CONCLUSIONS Real-time feedback, followed by coaching and patient revisits, seem to improve patient experience. Journal of Hospital Medicine 2016;11:251–256. © 2016 Society of Hospital Medicine |
| تدمد: | 1553-5606 1553-5592 |
| URL الوصول: | https://explore.openaire.eu/search/publication?articleId=doi_dedup___::d137d881dac3db862e31e47eefb5881e https://doi.org/10.1002/jhm.2533 |
| حقوق: | OPEN |
| رقم الأكسشن: | edsair.doi.dedup.....d137d881dac3db862e31e47eefb5881e |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 15535606 15535592 |
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