Patient Satisfaction Patient Perception

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Patient Satisfaction
Patient Perception

• Presented By
• Diane Angelico, RN
• Asst Director Information Services
• Health Care Services Division

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Satisfaction Survey Basics

• HCSD Surveys are distributed at each facility by
  employees in a face to face encounter during a
  visit Clinic, ER, ASU or Blood Draw. 19
  questions
• Some facilities are surveying patients in
  Radiology and other areas.
• Surveys are returned in a postage paid envelope
  to HCSD for review and tabulating.
• Results are reported approx 8 weeks after the end
  of the quarter

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Minimum Sample Size 2002

• Confidence Interval _at_ 99 Confidence Level
• Inpatient 60
• Clinic 67
• ER 136
• The minimal standards listed above hold true
  regardless of the facility.
• New calculations coming soon

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OVERALL SATISFACTION Quarters 1 -3 FY 08-09
1- MCLNO 2- EKL 3- LJC 4-UMC 5-LAK 6-BMC 7-WOM
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HCAHPS SURVEYS

• CMS mandated survey of med/surg inpatients via
  phone call a few weeks after discharge.
• HCSD provides data to contractor (Myers Group)
  who will attempt 5 calls to patient at different
  times of day, different days of week.
• Reports generated and provided approx 8 weeks
  after end of quarter for each facility and
  system.
• Results reported on Hospital Compare and will be
  tied into Medicare reimbursement in future.

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NO ONE CAN SAY WE MAKE THIS STUFF UP !!!

• Hospital Compare
• www.hospitalcompare.hhs.gov
• Specific United States hospitals are compared
  with national averages in their treatment of the
  three medical conditions of heart attack, heart
  failure, and pneumonia.
• CAHPS Hospital Results are also available
• Hospital Consumer Assessment of Healthcare
  Provider Systems

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WHAT OUR PATIENTS TELL US

• Everyone was so friendly and compassionate
• I will recommend this hospital always
• How can the staff at the desk order things on the
  internet when I am sitting here waiting?
• I am grateful for the time the doctor spent with
  me
• Best care ever better than Terrebonne Gen.
• The nurses were very uncaring and did not take
  the time to listen to me.
• So glad to have this hospital to go to for care
• Thanks to the employees who were so nice to me

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More comments from surveys

• The employees seem inattentive and cold
• The Security Guard was too busy on his cell phone
  to answer my questions.
• The staff was having a pizza party in the ER
  while I sat outside in terrible pain. Lost my
  paperwork.
• Wonderful medical care- not so good attitudes
• Thank God for this hospital and the staff that
  care for patients each and every day
• These doctors saved my life
• Just because I am poor does not mean I am stupid
• Very caring and compassionate staff
• Once you get past registration everything is okay
  

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Keeping Patients informed boosts satisfaction
with ER

• The Times-Picayune 06.22.08
• The Washington Post
• The first step to helping emergency room patients
  feel better could beno, not treating them or
  helping them control their pain, but telling them
  how long theyll have to wait. Thats the
  finding of a recent national survey of more than
  1.5 million patients in over 1,600 ERs.
• The survey, conducted by health-care consulting
  firm Press Ganey, found that although
  satisfaction decreased the longer a patient
  waited, consistent communication with ER staff
  helped people feel comfortable and cared for.
• In 2007, the average ER visit lasted four hours
  and five minutes - five minutes longer than in
  the previous year. Patients ranked how well
  they were informed about delays as their top
  priority, followed by pain control, how much the
  nurses cared about them as a person, how well
  they were informed of treatment, and the overall
  wait time.
• People who waited more than three hours to see a
  doctor but remained well-informed of delays
  scored more than twice as high on overall
  satisfaction (96.6 points on a 100-point scale)
  as those who waited just one hour and considered
  their updating very poor (42.7).

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WHAT ELSE CAN WE DO ?

• Thank patients for keeping their appointments
  either verbally when they check in or with
  signage in the clinic waiting areas.
• Mental image of Mama
• Reward excellent behavior and good manners
• Share results of surveys and comments with hands
  on staff
• Compassion
• Attention
• Responsiveness
• Empathy