Medicine and Health Sciences Commons^™

Patient Satisfaction With Substance Use Disorder Rehabilitation Services, Trupti Dhumal

Electronic Theses and Dissertations

Background: Patient satisfaction is considered as an important indicator in the evaluation of healthcare quality across an array of treatments and services. It is deemed vital especially in the field of substance use disorder (SUD) research due to an increased emphasis on understanding patients’ perceptions regarding their treatment and the attributes that drive their progress towards recovery. Despite the potential value, gaps have been recognized in the exploration of these satisfaction-related assessments among patients undergoing SUD treatment in residential rehabilitative settings. Thus, there is a need for understanding the dimensions contributing to satisfaction which would facilitate the development of …

A Formal Hcahps Teaching Program Targeting Communication Improves Hcahps Scores, Bobbie Davis

Master's Projects and Capstones

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey given to patients after discharge from an inpatient unit is a validate tool used to determine the level of patient experience. Organizations across the country, including the Northern California Academic Medical Center, have implemented many initiatives aimed at improving these scores. HCAHPS scores for the hematology/oncology unit at this medical center remain low even after previous education efforts. The aim of this quality improvement project was to improve the patient experience, as evidenced by HCAHPS scores, with the implementation of an HCAHPS teaching program for nursing staff, focusing on …

Seven Steps To Successful Change: How A Large Academic Medical Center Prepared Patients For Organizational Change, Brian Carlson, Madison Agee, Terrell Smith, Paul Sternberg Jr, Jason Morgan

Patient Experience Journal

Vanderbilt University Medical Center (VUMC) launched a new electronic health record (EHR) in a “big bang” implementation that saw the new software go live across multiple hospitals, clinics and geographic locations in a single morning. The organization rightly focused most of its energy on preparing its nearly 25,000 employees for the impacts of the transition, but it also considered the effects that would be felt by its patients and families. Survey data indicate that patient satisfaction scores demonstrably dip before, during and after an EHR implementation, and take approximately a year to recover. A team at DMC employed a seven-step …

Are You My Doctor? Utilizing Personalized Provider Cards To Improve Patient/Doctor Connections, Jessica Colyer, Tina Halley, Melissa Winter, Jennifer Coldren, Martha Parra

Patient Experience Journal

In the setting of large, multidisciplinary medical care teams, it can be difficult for patients and families to identify their primary providers in the inpatient hospital setting. A review of our institutional patient satisfaction scores reflected a low rating with respect to families identifying their provider. We sought to improve patient and family connections with front line providers using personalized provider cards. We developed trading cards with pictures and biographies of the doctors on each card as well as an explanation of provider roles. The cards were piloted on a single inpatient unit without trainees. We had great provider engagement …

Increasing Patient Satisfaction Survey Response Rate At An Ambulatory Surgery Center, Carlee Nicholson

Doctoral Projects

In an effort to increase distribution rate and response rate of the patient satisfaction survey at this ASC, adjustments were made to current processes. These interventions included accentuating the option of a paper or emailed survey, providing pre-operative and post-operative response prompts, as well as adding a cover letter to the existing survey. The purpose of these interventions was to ensure a 100% distribution rate of the survey as well as to increase the response rate by 20%.

Results were obtained by collecting forms to monitor distribution of the survey. The response rate was calculated by the number of responses …

Humble Doctors, Healthy Patients? Exploring The Relationships Between Clinician Humility And Patient Satisfaction, Trust, And Health Status, Ho Phi Huynh, Amy Dicke-Bohmann

Psychology Faculty Publications

Objective: In medicine, numerous commentaries implore clinicians (e.g., physicians, physician assistants, nurse practitioners) to display more humility. However, given the complex power dynamics between patients and clinicians, one should not presume that patients desire and appreciate humble clinicians. This paper examines the relationship between clinician humility and patient outcomes, and aims to provide empirical evidence for the significance of clinician humility.

Methods: In two studies, patients (N = 497) recalled their most recent visit to a clinician through an online survey platform (Qualtrics). Patients rated their clinician’s humility, their satisfaction and trust with their clinician, and their …

A Next-Day, Brief E-Survey Overcomes The Excessive Variability Seen In Cahps-Style Emergency Department Surveys So That Individual Physician Performance Can Be Assessed On A Regular Basis, Tom Scaletta, Eva Hare, Christopher Sung Lee

Patient Experience Journal

Traditional CAHPS-style emergency department (ED) surveys result in excessive variability when assessing individual physician performance. The objective of this study is to measure the variability of a brief, electronic survey (e-survey). The study team also measured the association of individual physicians to demographic data, physician and patient factors, and a physician burnout assessment tool. Data from SmartContact (SmartER, La Grange, IL) is a next-day, e-survey that takes about 30-seconds to complete. This tool was used by a hospital-employed emergency department (ED) group during calendar year 2017 across 2 EDs and 37 physicians.^1,2 Variability was estimated regarding raw patient experience …

How Do Healthcare Staff Respond To Patient Experience Feedback Online? A Typology Of Responses Published On Care Opinion, Lauren Paige Ramsey, Laura Sheard Dr, Rebecca Lawton Professor, Jane O'Hara Dr

Patient Experience Journal

Patients are increasingly describing their healthcare experiences publicly online. This has been facilitated by digital technology, a growing focus on transparency in healthcare and the emergence of a feedback culture in many sectors. Due to this area being previously unexplored, the objective of this study was to identify a typology of responses that healthcare staff provide on Care Opinion (www.careopinion.org.uk), a not-for-profit online platform on which patients are able to provide narrative feedback about health and social care in the UK. Framework analysis was used to qualitatively analyse a purposive sample of 486 stories regarding hospital care, and their 475 …

Increasing First Case On Time Starts In An Ambulatory Surgery Center, Diane Fecteau, Shannan Reid, Sydney Green, Ruth Hanselman, Suneela Nayak, Stephen Tyzik, Amy Sparks

Operations Transformation

In an ambulatory surgical center, first case on-time starts directly affects the patient experience. In addition, in order to treat as many patients as possible, delays of first case on-time starts negatively impacts the rest of scheduled surgical patients and increases staff overtime expenditures. An ambulatory surgical team within a large urban health care system initiated a performance improvement initiative to enhance the patient experience, increase staff accountability and care team well-being.

The goal of this project was to start 70% or more first cases on time. Baseline metrics demonstrated that patients and surgeons were the largest cause of delay. …

Empathy For Provider And Patient, Virginia Jefferies, Jane Lassetter Phd, Rn

Student Works

Nurse Practitioners (NPs) increasingly feel pressure to diagnose and treat patients in shorter timeframes. Simultaneously patients’ satisfaction with care impacts reimbursement from Medicare and Medicaid. Improving empathetic skills can encourage patients to openly communicate leading to more accurate and timely diagnosis and treatment, which improve patient outcomes and satisfaction. Empathetic providers find work more satisfying and experience less depression and increased quality of life. This article presents the benefits of empathy to patients and NPs and offers guidance for incorporating empathy into practice. By implementing the behaviors discussed herein, NPs can develop practical skills that benefit both patient and provider.

Improving Hand Surgery Pain Management Results Using A Key Phrase And Patient Feedback: A Quality Improvement Project In A United States Ambulatory Surgery Site, Janet E. Reilly, Brenda Tyczkowski, Stacie Murley

Journal of Perioperative Nursing

Objective: The objective of this study was to report changes in patient pain satisfaction and quality indicator scoring of post-operative pain using key phrasing, or standardised scripts, as the nursing intervention.

Sample/setting: Data was collected from an ambulatory surgery clinic in an American non-profit, 185-bed community hospital which is part of a nationally ranked health system.

Method: This study used a before-and-after design in which quality improvement data was collected from the Press Ganey™ ambulatory surgery surveys completed by patients undergoing hand surgery. Changes in outcomes were measured three months before and during the key phrase intervention.

Results: Data indicated …

Improving Nurse-Physician Collaboration: Building An Infrastructure Of Support, Marshall Blue

Doctor of Nursing Practice (DNP) Projects

Abstract

Healthcare organizations have come to realize the 21st century brings many challenges. First and foremost is the challenge of improving patient satisfaction with their health care and their associated experience accessing this complex system. Other challenges are incorporating the patient perceptions of delivering high quality, safe, equitable care to the surrounding community while demonstrating cohesive teamwork. Healthcare professionals and organizations must find an effective and efficient pathway to provide excellent care to the patient within an extremely competitive market. Current research demonstrates a patient perceives they are receiving exceptional care when interdisciplinary conversations are noticed between the nurse and …

The Effect Of Functional Movement Control On Patient-Reported Outcomes In Individuals With Non-Arthritic Hip Pain, Ryan Mcgovern

Electronic Theses and Dissertations

Purpose: Both the single leg squat test and step-down test assess for deficiencies relating to the hip and surrounding musculoskeletal structures and could be useful in the evaluation of functional movement control for individuals with non-arthritic hip pain. The purpose of this study is to determine if individuals with non-arthritic hip pain that improve functional movement control during the single leg squat test and step-down test have better patient-reported outcomes than those that do not improve, following the implementation of a rehabilitation intervention and a standardized home-exercise program.

Subjects: Forty-six individuals (31 females; 15 males) with a mean age of …

The Impact Of Bedside Reporting On Patient Safety Events, Patient Satisfaction, And Nurse Accountability In A Pediatric Unit, Ginger Mcearl

Theses and Dissertations from 2019

One of the fundamental elements of nursing practice is the transfer of patient information from one provider to another known as a bedside report. However, an unstructured bedside report that occurs away from the bedside, places patient safety, quality of patient care, and patient satisfaction in jeopardy. The purpose of this quality improvement (QI) project is to determine if the implementation of bedside reporting in an acute care pediatric unit will: decrease preventable errors reported through an event reporting system known as Safety Tracker, increase patient satisfaction in provider communication, and improve nurse accountability. The study included a convenience sample …

Enhancing Patient Medication Knowledge: Utilizing An Educational Tool To Improve Patient Satisfaction Scores, Elizabeth Orgon

Master's Projects and Capstones

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has recognized the need for medication education with communication about medication as a patient satisfaction indicator. Literature shows a medication guide or tool that is readily accessible and easy to understand for the patient can help provide nurses with a teach back method to help increase patient knowledge about common medications. Continued use of this tool will then positively affect communication between patients and providers thereby increasing medication communication related HCAHPS survey scores. Review of current Stanford Health Care HCAHPS survey data shows that all nursing units are continually …

Team-Based Care And Patient Satisfaction In The Hospital Setting: A Systematic Review, Kristen K. Will, Melissa L. Johnson, Gerri Lamb

Journal of Patient-Centered Research and Reviews

Purpose: Limited research examining the relationship between team-based models of care and patient satisfaction in the hospital setting is available. The purpose of this literature review was to explore this relationship as well as the relationships between team composition, team-based interventions, patient satisfaction, and other outcomes of care when measured as part of the study.

Methods: A systematic appraisal of research studies published through February 2017 was conducted using PubMed, Cochrane Library, CINAHL, Embase, Ovid, gray literature and Google Scholar. Inclusion criteria were 1) experimental (randomized control trials), quasi-experimental, or non-experimental (cross-sectional) study design; 2) team-based care interventions; 3) hospital …

The Importance Of Physician To Physician Coaching, Medical Director And Staff Engagement And Doing “One Thing Different”, Ghazala Q. Sharieff

Patient Experience Journal

With the Center for Medicare and Medicaid Services incorporating patient experience into the Value Based Purchasing metrics, there is increasing hospital focus on improving this important aspect of patient care. The Value Based Purchasing program bases 25% of its value on the patient experience domain and is based on patient perspective as gathered via the Healthcare Consumer Assessment of Healthcare Providers and Systems survey (HCAHPS). Our system chose to implement simultaneous pilot activities to train our 6 Hospitalist groups, obtain Hospitalist medical director buy in and deliver timely physician group feedback in a transparent manner. In addition, a single hospital …

Does The Use Of Volunteers And Playbooks In Pediatric Primary Care Clinic Waiting Rooms Influence Patient Experience?, Tara Servati, Kalpana Pethe, Victoria Tiase

Patient Experience Journal

The purpose of this secondary data analysis was (1) to understand the use of a playbook as a positive distraction technique and (2) to explore the use of volunteers in the waiting room of an outpatient pediatric clinic setting. Specifically, the study examined the impact on perceived wait time, overall quality of care, and patient experience in a convenience sample of patients. Data obtained for a pilot program for improving patient experience were aggregated for exploratory analysis. Although significant differences in perceived wait time or patient experience were not found, the cohort exposed to both the playbook and volunteer intervention …

Adult Vaccination Rates In The Mentally Ill Population: An Outpatient Improvement Project, Leslie W. Miles, Nathalia Williams, Karlen Beth Luthy, Lacey Eden

Faculty Publications

Background: Adults who suffer with severe and persistent mental illness (SPMI) rarely access medical care to receive preventive vaccines. Aims: To increase the rate of vaccines among the SPMI population in an outpatient community mental health center (CMHC). Methods: A review of the literature identified a gap between the general population and SPMI clients in receiving preventive vaccinations. An initial mixed-method convenience survey of SPMI clients (n = 392) provided information on current vaccination status, demographics, beliefs, and interest in receiving vaccines. A vaccination program was developed to address identified barriers and increase vaccination rates. Postintervention data were collected …

Tell Me More: Promoting Compassionate Patient Care Through Conversations With Medical Students, Danielle Qing, Anjali Narayan, Kristin Reese, Sarah Hartman, Taranjeet Ahuja, Alice Fornari

Alice Fornari

Tell Me More^® (TMM) is a medical student driven project that represents a movement amongst the rising generation of physicians to practice humanistic, patient-centered medicine through a collaborative approach. Students interviewed patients to create individualized posters designed to build rapport and trust between patients and clinicians, remind patients of their special strengths by highlighting their unique interests and qualities, and encourage more personal and compassionate patient-clinician interactions in order to enhance the patient experience. Students asked each patient three questions: 1. “How would your friends describe you?” 2. “What are your strengths?” 3. “What has been most meaningful to …

Utilizing A Decision Aid In Acute Inpatients To Increase Patient Satisfaction In Communication With The Provider, Elizabeth Fiedler

Doctor of Nursing Practice (DNP) Practice Innovation Projects

Introduction. If communication between patients and providers is improved, patients have better outcomes because of adhering to medications and treatments. Evidence Summary. Poor communication can lead to unnecessary readmissions and decreased quality of care. Decision aid tools assist patients in compiling thoughts and questions for providers, lead to a higher understanding of the plan of care, and can help patients to clarify confusing components of the treatment plan. Tools that improve communication between patients and providers lead to an increase in patient satisfaction. The HCAHPS survey is a measurement of patient satisfaction. Gaps in Literature. There were no articles found …

Patient Satisfaction With Nursing Care Related To Hospital Magnet Designation, Sharon Haylett

Walden Dissertations and Doctoral Studies

Many U.S. hospitals have historically failed to recognize nursing as essential to quality of care. Given the relationship between the patients' experiences, measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), and government reimbursement, stakeholders now value the role of nurses in the care experience. Some hospitals have pursued Magnet designation, which is a rigorous and costly process, in order to promote patient satisfaction through nurse autonomy and retention. The purpose of this study was to understand whether non-Magnet hospitals received similar HCAHPS scores. Expectancy disconfirmation theory provides a framework to understand the components of patient satisfaction …

Improving Sexual Orientation And Gender Identity Knowledge In Convenient Care Clinics: A Toolkit And Competency Training For Caregivers, Elizabeth M. Gallagher

Doctor of Nursing Practice Projects

It is well documented that transgender individuals experience higher rates of discrimination than non-transgender, also known as cis-gender, individuals (Scandurra, Amodeo, Valerio, Bochicchio, & Frost, 2017). This discrimination extends into the healthcare system, a place where all individuals should be treated with dignity and respect (Bauer, Scheim, Deutsch, & Massarella, 2014). Over the last few decades, cultural humility has been promoted in health care professional training (Fisher-Borne, Cain, & Martin, 2015; Tervalon & Murray-Garcia, 1998). However, transgender care is rarely included. This lack of training can lead to a decreased confidence in providing care to transgender individuals and poor experiences …

Response Shift After A 4-Week Multimodal Intervention For Chronic Ankle Instability, Cameron J. Powden, Matthew C. Hoch, Beth E. Jamali, Johanna M. Hoch

Rehabilitation Sciences Faculty Publications

Context The accurate evaluation of self-reported changes in function throughout the rehabilitation process is important for determining patient progression. Currently, how a response shift (RS) may affect the accuracy of self-reported functional assessment in a population with chronic ankle instability (CAI) is unknown.

Objective To examine the RS in individuals with CAI after a 4-week multimodal rehabilitation program.

Design Controlled laboratory study.

Setting Laboratory.

Patients or Other Participants Twenty adults (5 men, 15 women; age = 24.35 ± 6.95 years, height = 169.29 ± 10.10 cm, mass = 70.58 ± 12.90 kg) with self-reported CAI participated. Inclusion criteria were at …

Telehealth Integration Influencing Success And Sustainability, Melissa Jean Miller

Walden Dissertations and Doctoral Studies

Telehealth initiated a transformation in the realm of innovative strategies to meet the demands of an ever-changing health care system. Adapting provisions to new delivery care models such as telehealth is one way to improve access to care. The purpose of this project was to explore evidence of best practices in telehealth through an extensive, systematic literature review. The practice-focused question focused on identifying advantages of and barriers to the use of telehealth for improving patient satisfaction and quality of care. The plan-do-study-act cycle served as a model for accelerating quality improvement through improved systems of practice, and the Critical …

Measuring Levels Of Preparation For Decision-Making And Patient Satisfaction In A Breast Cancer Support Group, Catherine Hagan Aylor

Doctor of Nursing Practice (DNP) Final Clinical Projects, 2016-2019

The Carilion Clinic Breast Diagnostic Center diagnoses approximately 250 women with breast cancer annually, all of whom are invited to attend the Carilion Clinic Breast Cancer Support Group (CCBCSG). The primary aim of this project was to evaluate if participants with more frequent attendance of CCBCSG had increased levels of preparation for decision-making (PDM) and higher satisfaction with breast cancer treatment decisions. A REDCap survey was emailed to 137 patients who participated in at least one CCBCSG within the past five years, with a 39.4% response rate. The survey assessed levels of patient PDM, patient satisfaction about treatment decisions, and …

Animal-Assisted Interventions In Health Care Settings: A Best Practices Manual For Establishing New Programs, Sandra B. Barker, Rebecca A. Vokes, Randolph T. Barker

Purdue University Press Book Previews

Growing literature around the benefits of animal-assisted intervention (AAI) spurs health care professionals and administrators to start new programs. Yet the trend also raises questions of how best to begin and run successful AAI programs—under what circumstances, with what staff, and within what guidelines.

Animal-Assisted Interventions in Health Care Settings: A Best Practices Manual for Establishing New Programs succinctly outlines how best to develop, implement, run, and evaluate AAI programs. Drawing on extensive professional experiences and research from more than fifteen years leading the Center for Human-Animal Interaction in the Virginia Commonwealth University School of Medicine, the authors discuss both …

The Impact On Cost, Quality, And Patient Satisfaction When Delivering Care To Acutely Ill Adults In An At-Home Care Model Versus An Inpatient Hospital Setting., Franchesca M. Adams

Honors Theses and Capstones

The impact on cost, quality, and patient satisfaction when delivering care to acutely ill adults in an at-home care model versus an inpatient hospital setting. Hospital level care for certain acute conditions can be safely delivered in the patient’s home while lowering the cost per episode of care, maintaining or improving patient experience, and improving safety and patient/care giver education as well as care coordination, at the Critical Access Hospital (CAH) level.