Health and Medical Administration Commons^™

Assessment Of Patient Satisfaction Through The Introduction Of A Post-Procedure Pamphlet In An Outpatient Clinic, Mohammad Rashik, James Aston, Sajid Surve

North Texas Research Forum 2025

This quality improvement project aimed to create a patient pamphlet for the Osteopathic Manipulative Medicine (OMM) clinic at the University of North Texas Health Science Center. The pamphlet provides important post-procedure information for patients who undergo treatments like joint injections, platelet-rich plasma therapy, prolotherapy, hydrodissection, botulinum toxin injection, and nerve blocks. These procedures can lead to potential side effects, some of which patients may not be aware of. To address this, the pamphlet includes information on common symptoms, their causes, recommended next steps, and guidance on when to contact the OMM clinic or visit the Emergency Department. The pamphlet was …

Top Quality Metric Articles In Myocardial Ischemia: A Bibliometric Study, Abdullah Sahyouni, Amanda Feliciano, Vishakha Sharma, Maya Khodor, Christian Zellner, Michael Tedla, Robert Subbiondo, Yizhi Lin, Laura Murray

West Florida Division GME Research Day 2025

No abstract provided.

How Do Patient-Provider Relationships Affect Patient Satisfaction?, Rose D. Lightspeed

Anthós

This article reviews studies on patient satisfaction within the U.S. healthcare system to investigate how physicians’ behavior influences patients’ reported quality of care. Medical negligence, neglect, and cognitive biases are identified from the reviewed literature as physician behaviors that affect the patient-provider relationship and patient satisfaction. Emphasizing patient satisfaction and involvement in their care as important considerations when evaluating patient-provider relationships, Lightspeed underscores how the complex dynamic between patient and provider–including physicians’ reported feeling of inadequate interpersonal skills and patients’ sensitivity to dismissive communication–contributes to reduced satisfaction rates. Lightspeed argues that increasing physician awareness of these factors that influence patient …

Quality Of Outpatient Care In Lebanon: A Cross-Sectional Survey, Georges Choueiry, Anna Maria Henaine, Rayan Darwish, Pascale Salameh

Patient Experience Journal

Patient experience is an important driver of healthcare improvement. Yet, in Lebanon, there is a lack of studies focusing on the satisfaction of outpatients with healthcare quality. This study aims to assess the quality of outpatient care in Lebanon from the patient’s perspective and identify its determinants. A cross-sectional survey was administered, between December 2023 and January 2024, to 265 participants over 18 years old who consulted a healthcare provider, excluding dentists. We used linear regression to determine factors affecting consultation quality as perceived by the participants. Waiting time before consultations typically ranged from 5 to 15 minutes, the average …

A Quality Improvement Initiative Using Discharge Education Videos To Improve Communication With Families In A Pediatric Urgent Care, Hannah G. Carron, Gisella Valderrama, Adam A. Vukovic

Patient Experience Journal

Introduction: Effective discharge communication, often given in verbal and written form, during pediatric acute healthcare visits positively impacts caregiver satisfaction and competency in providing at-home care. Institutions are beginning to incorporate evidence-based, and standardized multimedia education to try to further improve these outcomes.

Methods: For this QI initiative, educational videos were created and shown to families prior to discharge from a pediatric urgent care. PDSA cycles focused on development of an electronic medical record (EMR) order to provide video education, a best practice alert regarding this order, and recurrent staff education. The primary outcome measure was the percentage …

Patients' Perceptions: A Group Differences Study Twelve Months Before And Twelve Months During A Worldwide Pandemic, Nancy B. Valla

Patient Experience Journal

Objective: The COVID-19 pandemic subjected healthcare systems' to decreasing operational margins, enhanced regulatory scrutiny, and challenges related to patients' expectations. Until now, there was a lack of empirical evidence studying patients' perceptions prior to versus deep immersion into the pandemic. Methods: This quantitative non-experimental ex post facto causal-comparative study examined if and to what extent there were significant differences in patients' perceptions of the nurses' communications, doctors' communications, overall hospital rating, and willingness to recommend before versus during the COVID-19 pandemic for HCAHPS participating hospitals in California. The final sample size was 292 facilities grouped by two identically …

Primary Care Productivity And Patient Satisfaction Community Practice: What Is The Relationship?, Thomas G. Howell Jr.

Patient Experience Journal

Research has shown a consistent positive association between patient and provider experience and improved patient outcomes and safety. There is a belief that patient satisfaction and physician productivity are competing interests. The relationship for primary care physicians, in a Midwest Health system was evaluated as part of this project. Data from Press Ganey patient satisfaction surveys on likelihood of recommending the practice and the physician were compared between primary care physicians in the top quartile of average monthly patient visits and those that were in the three lower quartiles. A secondary analysis of patient satisfaction scores related to continuous years …

Addressing The Impact Of Physician Burnout On Healthcare Delivery, Hannah Gutjahr

SIU Journal of Medical Science Scholarly Works

Physician burnout has emerged as a critical issue within the healthcare industry, significantly affecting the delivery of care. This paper comprehensively reviews the existing literature on physician burnout and its impact on healthcare delivery. This study aims to shed light on the multifaceted consequences of burnout and highlight its implications for healthcare organizations, healthcare professionals, and patient outcomes. The review reveals that physician burnout has profound effects on healthcare delivery. It leads to decreased job satisfaction, higher turnover rates, and workforce shortages, resulting in inefficiencies and disruptions in healthcare organizations. Burnout also contributes to diminished productivity, increased medical errors, and …

Analysis Of Accessibility Of People With Sensory Disabilities In Rsud Pasar Minggu, Daffaldo Suryoputra, Masyitoh Basabih, Fify Mulyani

Jurnal ARSI : Administrasi Rumah Sakit Indonesia

People with a disability is someone who has conditions, whether physically and mentally that make a person experience difficulty in certain conditions and interact with their environment. Pasar Minggu Regional Hospital (RSUD Pasar Minggu) has achieved a general patient satisfaction indicator with satisfaction rate of 90% in 2022. This satisfaction indicator mainly comes from infrastructure and facility factors, along with the competence of service providers and costs. As a regional referral hospital, this hospital certainly has patients with physical limitations due to disabilities or illnesses. To ensure patient satisfaction can also be felt by patients with physical limitations, this study …

Ultrasound Guided Piv Insertion Implementation, Blake Hotchkiss, Beth O'Donnell, Miles Merwin, Billie Jo Senecal, Ronica Smith, Eric Alan, Bryan Tavary, Chelsea Harkins, Taylor Archard, Leslie Geissinger, Lauren Remington

Operations Transformation

Observed high number of unsuccessful peripheral IV insertion attempts. This increases waste (cost and time) and decreases patient satisfaction.

Physician-Patient Interactions In Online Healthcare Communities: The Effects Of Preconsultation On Service Delivery And Patient Satisfaction, Qian Tang, Anqi Zhao

Research Collection School Of Computing and Information Systems

Preconsultation by medical professionals is a common practice in offline healthcare services to improve consultation efficiency but is rarely adopted for online healthcare services. In a noteworthy departure from this trend, a Chinese online healthcare community (OHC) has instituted preconsultation by assistant physicians prior to online consultations. Using comprehensive service data from this OHC, this study scrutinizes the effects of preconsultation on online healthcare services from both the physician and patient perspectives. The findings reveal that preconsultation by the assistant physician can significantly increase the attending physician’s response speed, length, and provision of informational support, while maintaining a consistent level …

Dnp Final Report: Effects Of Open-Access Scheduling On Patient No-Show Rates In An Outpatient Clinic, Maria Aileen A. Wilkinson Msn, Mba, Rn

DNP Final Reports

No-show rates in a South Texas outpatient clinic have been as high as 16% to 20% which increases wait times to be seen in the clinic and decreases patient access to outpatient care. This no-show rate data has continued despite multiple interventions that have been implemented in an academic health science center. Physical, socio-economic, geographic, and health/lifestyle factors affecting no show or missed appointments are crucial to determining the most appropriate interventions to alleviate this issue. No-show rates are important metrics to improve because it directly affects the organization's revenue, access to care, and appointment wait times. Research evidence regarding …

Co-Designing Of Patient Safety Incident Disclosure Process In Primary Healthcare System In Qatar, Nawal Khattabi, Reena Francis, Reem Abdul Malik, Amal Al Ali, Mariam Abdul Malik

Patient Experience Journal

The importance of disclosing a patient safety incident to the patient involved is recognized. In Qatar, there is no legal requirement for disclosure. The primary health care system in Qatar includes 30 health centers located around the country, managed by the Primary Health Care Corporation (PHCC). Over 63 nationalities of staff deliver care in the health centers, many coming from countries where a disclosure policy is not implemented, and staff would be reluctant to disclose an incident to a patient for fear of reprimand. Many patients who receive care in the health centers come from countries where the health system …

Evaluation Of Online Patient Complaints Regarding City Hospitals In Türkiye During The Covid-19 Pandemic: A Content Analysis Study, Canan Çınar, Elif Erbay, Gökçen Çeliker, Ahmet Selçuk Yıldırım

Patient Experience Journal

The COVID-19 pandemic put tremendous pressure on healthcare systems worldwide, which led to heightened scrutiny of the medical services offered by hospitals. This article aims to evaluate complaints about city hospitals in Türkiye during the COVID-19 pandemic using the Healthcare Complaints Analysis Tool, which includes three main domains and seven problem categories. The complaints submitted by users on the site via “sikayetvar.com” were systematically collected. Document analysis was used as the data collection method, and 925 complaints were included in the analysis. The most common motive for complaining was “just to express” and problems occurred at the stage of admission, …

Increasing Online Reviews And New Patients In Clinic With Qr Codes, Tristan Fun, Danielle Ford

North Texas GME Research Forum 2024

Introduction: Patient census at the Medical City Internal Medicine Grand Prairie clinic has been lower comparatively to other HCA Healthcare clinics. Although the cause can be multifaceted, the clinic’s online presence (e.g. Google Maps) is minimal. One initial issue with the clinic’s online presence was the lack of reviews on the Google page for the clinic. One way to increase online reviews is to provide Quick Response (QR) codes in the clinic for patients to scan on their smartphone. The goal of this project is to increase the number of Google reviews for the clinic through QR codes to at …

Patient Satisfaction Informs Improvement Strategies In Emergency Department, Esmat Swallmeh

Doctoral

Recently, patient satisfaction has become one of the key performance indicators used to measure the performance of healthcare institutions and has emerged as a primary strategic indicator of quality and efficacy within the healthcare system. Inadequate care of patient experience in acute hospitals may negatively impact patients’ adherence, readmission rates and mortality. This dissertation critically evaluates over 2,000 peer-reviewed papers relevant to patient satisfaction within the emergency department (ED) environment. It describes the theories, tools, determinants, and methods to increase patient satisfaction. Despite growing attention to patient satisfaction, the academic literature still lacks a comprehensive overview. In addition, the literature …

Patient Satisfaction Among Saudi Academic Hospitals: A Systematic Review, Ahmed Ali Alasiri, Saad A. Alotaibi, Eric Schussler

Rehabilitation Sciences Faculty Publications

Purpose: To systematically review the patient's satisfaction (PS) levels within academic hospitals in Saudi Arabia from January 2012 to the end of October 2022.

Data Sources: Articles were gathered from PubMed, ProQuest, Google Scholar and Web of Science.

Study selection/data extraction: This review identified studies that assessed PS in Saudi Arabian university hospitals. Articles published before January 2012, as well as commentary letters, conference papers, theses and dissertations, were excluded. The study employed the five domains of PS as outlined by Boquiren et al. Two independent reviewers independently identified qualifying studies, used the Joanna Briggs Institute tools …

Patient And Provider Perceptions Of Rapid Telehealth Implementation During The Covid-19 Pandemic, Ryan G. Seibert, Amanda K. Stephenson, Aubrey K. Podell, Yuxiu K. Lei, Sheri K. Keitz

The Lahey Journal

Introduction: Despite unprecedented telehealth adoption during the COVID-19 pandemic, its post-pandemic preservation remains uncertain. Understanding key stakeholders’ perspectives on telehealth during the pandemic can inform evidence-based policies and promote effective, sustainable virtual-based care.

Methods: Patients and providers who completed telehealth visits during the early pandemic in primary care, subspecialty, and surgical outpatient clinics at a large community-based academic medical center in New England were surveyed via telephone interviews or electronic surveys. Thematic analyses of qualitative comments further characterized experiences.

Results: Of 1,729 eligible patients called, 969 were contacted and 778 participated (response rate 80.3% among contacted patients). Among 753 eligible …

Interventions That Improve Patient Experience Evidenced By Raising Hcahps And Cg-Cahps Scores: A Narrative Literature Review, Heather Mckee Hurwitz, Marybeth Mercer, Susannah L. Rose

Patient Experience Journal

Hospital administrators and researchers often use large, standardized surveys that examine patient satisfaction to evaluate whether interventions improve patient experience. To summarize the breadth of these interventions and how large, standardized surveys are used to evaluate them, a multidisciplinary research team conducted a review. They used PubMed and Google Scholar searches, reviews of reference lists and targeted searches to locate studies. They evaluated one hundred and twenty-four articles and fifty-eight articles met the inclusion criteria for the narrative review. Using the standard methodology for narrative reviews, the authors synthesize salient themes in the articles and highlight exemplar studies. The review …

Great Expectations: A Multi-Site Randomized Controlled Trial Of A Novel Patient Expectations Communication Tool In The Emergency Department, Martin Wegman, Jennifer Chapman, Michael Wakely, Hayley Williams, Kelsey Leonard, Elizabeth Piwowarski, Penelope Cote

South Atlantic Division GME Research Day 2023

No abstract provided.

Implementation Of A Patient Satisfaction Survey At A Free Community Clinic: A Quality Improvement Project, Nora O'Sullivan

DNP Projects

Background: The uninsured, underinsured, and underserved populations in the US are impacted by health disparities and have unique experiences with healthcare. Yet, settings which serve these populations – the “safety net”- are not adequately supported to gather patient experience data. In Connecticut, Fairfield County has a higher percentage of uninsured people than the overall state. Additionally, this population has demonstrated higher frequency of emergency department utilization than the overall population. Therefore, processes to measure the barriers to accessing quality care and patient experience and satisfaction with care are needed in safety net clinics to promote elimination of health disparities and …

Strategies To Improve Hospital Patient Satisfaction To Increase Performance-Based Reimbursements, Celso G. Silla Iii

Walden Dissertations and Doctoral Studies

Officials from the Centers for Medicare and Medicaid Services (CMS) created the hospital valued-based purchasing (VBP) program focused on controlling cost, inefficiencies, and quality-of-care. Hospital leaders are incentivized or penalized based on meeting quality outcomes and risk millions of dollars in reimbursement if they do not meet the quality-of-care standards specified in the CMS hospital VBP program. Grounded in the transformational leadership theory, the purpose of this qualitative multiple case study was to explore strategies hospital leaders used to improve patient satisfaction to increase VBP performance-based reimbursements. Participants included eight hospital leaders from seven hospitals in California who successfully implemented …

Improving Communication Between Nurses & Residents At Hca Florida Osceola Hospital, Juan T. Del Calvo, Mehuliben Upadhyaya, Sathvik Saineni, Minh Anh Le, Awiss Shalhoub, Olga Karasik

North Florida Division GME Research Day 2023

No abstract provided.

Strategies To Improve Hospital Patient Satisfaction To Increase Performance-Based Reimbursements, Celso G. Silla Iii

Walden Dissertations and Doctoral Studies

Officials from the Centers for Medicare and Medicaid Services (CMS) created the hospital valued-based purchasing (VBP) program focused on controlling cost, inefficiencies, and quality-of-care. Hospital leaders are incentivized or penalized based on meeting quality outcomes and risk millions of dollars in reimbursement if they do not meet the quality-of-care standards specified in the CMS hospital VBP program. Grounded in the transformational leadership theory, the purpose of this qualitative multiple case study was to explore strategies hospital leaders used to improve patient satisfaction to increase VBP performance-based reimbursements. Participants included eight hospital leaders from seven hospitals in California who successfully implemented …

Patient Experience Of The Electronic Health Record (Ehr) In A Maternity Unit In Ireland, Joye Mckernan, Paul Corcoran Dr, Richard A. Greene Professor

Patient Experience Journal

The introduction of the Electronic Health Records (EHRs) for maternity services in Ireland provided an opportunity to examine patient satisfaction and to examine what patients require from an Electronic Health Record. The implementation of the EHR in Ireland started in 2016, and at present, four of the 19 maternity units are digital. Patients at antenatal booking visits in an Irish maternity unit were invited to participate in the project. The invite was taken up by 201 women. The survey took 10-15 minutes to complete. The survey was conducted nine months following the implementation of the MN-CMS. The survey was anonymous …

From The First Encounter: A Communication Program For High Volume, High Acuity Patient Care Locations, Shazam Bacchus

Student Scholarly Projects

Effective communication is a true value to healthcare organizations. Far too many communication sessions are detrimental to patient health outcomes. National data and hospital records are proven information to suggest communication is a major barrier to overall patient satisfaction. Organizations struggle to increase market share and patient satisfaction with a likelihood to recommend because of poor communication by physician and nurses. The use of a strategic communication tool like AIDET plus the Promise can influence the improvement of an organization’s quality of care.

This paper examines the use of AIDET plus the Promise as a strategic communication tool. High volume, …

Global Child And Family-Centered Care Fellowship, Education And Mentorship For Pediatric Healthcare Professionals: A Literature Review, Ashley Zheng, Bobbijo Pansier

Patient Experience Journal

Child- and family-centered care (FCC) is increasingly accepted and implemented to optimize the healthcare experience for patients, their families, and healthcare professionals. Standish Foundation for Children, a 501(c)(3) non-profit, has designed and piloted a fellowship to educate pediatric healthcare professionals in FCC & psychosocial care via an inquiry and mentorship model in Tbilisis, Georgia. This review aimed to evaluate and synthesize existing literature on psychosocial and FCC mentorship for pediatric healthcare professionals in four parts: ongoing need, effects on healthcare professionals, effects on children and their families and/or caregivers, and in cross-country healthcare settings. Reviewers searched open-source databases for articles …

When Healthcare Leadership And Philanthropy Lead To An Improved Patient Experience: The Paul Lepsoe Music Initiative, Sara Olivier Rn Bscn Mn, Corianne Bell Ba Mus, Cheryl Jones Registered Psychotherapist, Mta, Phd, Jerry M. Maniate Md, M.Ed, Frcpc, Facp

Patient Experience Journal

Through an unprecedented collaboration between an academic acute tertiary care hospital (The Ottawa Hospital (TOH) and a community-based professional orchestra (Ottawa Symphony Orchestra (OSO), the Paul Lepsoe Music Initiative represented an innovative partnership focused on improving patient care via (a) the integration of live music in waiting areas of the hospital’s Cancer Center and (b) the creation of individualized music therapy interventions on the inpatient Palliative Care Unit. Patient, family, and volunteer/staff feedback further refined the intervention throughout the duration of the Initiative; a qualitative process that provided insight into the overall patient experience and opportunities for patients and families …

The Use Of Patient Experience Data For Quality Improvement In Hospitals: A Scoping Review, Lauren Cadel, Michelle Marcinow, Harprit Singh, Kerry Kuluski

Patient Experience Journal

In this paper we identified what was reported in the literature on qualitative and quantitative approaches used to capture and improve patient experiences in a hospital setting. For inclusion, articles were required to describe an embedded strategy for capturing patient experiences that was used to inform quality improvement in a hospital setting. Articles also had to be published in English between January 2004 and December 2020. Six databases (MEDLINE, EMBASE, PsycINFO, CINAHL, Health and Psychosocial Instruments and Cochrane Library) and grey literature (relevant hospital and government websites) were searched. All articles were screened by two reviewers and any disagreements were …

Physician And Patient Moves In The Hospital Do Not Move Patient Satisfaction: A Single-Center Retrospective Analysis, Basil George Verghese, Nagesh Jadhav, Walter A. Polashenski, Carl H. Reynolds

Advances in Clinical Medical Research and Healthcare Delivery

Background. Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a standardized survey for measuring patient's experiences at US hospitals. There is a shift towards geographically assigning patients and physicians. However, its impact on patient satisfaction scores has not been studied.

Objective: Examine the correlation between patient experience and overall hospital rating with the number of physicians seen and the number of times the patient was moved during a hospitalization.

Methods: A retrospective observational study was performed using select HCAHPS & Press Ganey survey questions to assess physician satisfaction scores and overall hospital rating and recommendation scores.

Results: There …