Health and Medical Administration Commons^™

Assessing Patient Satisfaction With The Services Provided Under The National Health Insurance Scheme At The Outpatient Department Of The Levy Mwanawasa University Teaching Hospital In Lusaka, Zambia, Wesley Kapaya Mwambazi, Mubanga Mpundu

Patient Experience Journal

The National Health Insurance Scheme (NHIS), introduced in Zambia in 2019 to enhance healthcare financing and service delivery, still faces challenges impacting patient satisfaction. This study assesses and investigates the factors influencing patient satisfaction with NHIS-provided services at a third-level tertiary public hospital. The study was conducted at the outpatient department (OPD) of Levy Mwanawasa University Teaching Hospital (LMUTH) in Lusaka, Zambia, deliberately chosen as one of the largest publicly financed tertiary referral hospitals and among the first NHIS-accredited facilities. A cross-sectional survey was conducted with 270 respondents using a modified SERVQUAL 5-point Likert scale questionnaire, whose reliability was assessed …

Using Patient Experience Data With Impact: A Framework For Healthcare Improvement, Corey Adams, Ramesh Walpola, Reema Harrison

Patient Experience Journal

Background: Despite major investment in patient experience measurement, healthcare organizations often struggle to translate patient feedback into lasting improvements. Existing knowledge translation frameworks provide useful concepts, but often lack the practical detail or contextual relevance needed to improve patient experiences. Objective: To develop and present the IMPACT Framework, an evidence-informed approach designed to bridge the gap between patient experience measurement and meaningful improvement in healthcare. Methods: This framework was informed by a systematic review of patient experience measurement and analysis of barriers to feedback use. Findings from contemporary patient experience research were combined with key principles of knowledge translation, change …

Enhancing System-Level Quality Improvement Through Patient-Inclusive Teamwork: A Review, Shaik Mohiuddin

Patient Experience Journal

Engaging patients in quality improvement (QI) initiatives offers significant advantages, including increased patient satisfaction, improved outcomes, and the integration of creative insights from patient perspectives. This review synthesizes findings from 14 peer-reviewed articles retrieved from PubMed and Google Scholar, focusing on patient-inclusive teamwork in healthcare settings. Despite the recognized benefits, patient involvement remains limited due to cultural and professional barriers, logistical challenges, and the need for structured training programs. The review contrasts conventional provider-centered approaches with patient-centered models, emphasizing the importance of policy reform, organizational culture change, and supportive training to enhance patient engagement. Traditional QI strategies often overlook patient …

Understanding Patient Experience Through Narrative Complaint Analysis: A Mixed Methods Study In A Rural Academic Health System, Htun Ja Mai, Jabeen Ahmad, Brant Oliver

Patient Experience Journal

Patient Experience (PX) is recognized as an independent dimension in assessing healthcare quality and is associated with the quality domain of patient-centeredness. A better understanding of PX can help clinical providers enhance care, guide further research, and inform quality improvement and policies. Our study aims to identify, classify, and prioritize patients’ complaints and grievances at a rural health care system to inform strategic improvement planning. We conducted standard inductive qualitative thematic analysis and quantitative Pareto analyses of narrative comments received from patients and families via phone calls, emails, or standard letters at the four settings under study (one major academic …

Patient Experience Second Opinion: Expanded Telemed Simulation Broadens Inquiry Of Health Care Provider Verbal And Nonverbal Communication Issues, Mike C. Porter, Xiaowen Guan, Paul G. Omodt

Patient Experience Journal

In the quest to improve patient experience and health outcomes, the impact of provider consultation generally earns serious consideration. This study recruited a richly diverse pool of participants to examine how patient demographics and psychographics during a telemedicine consultation simulation impact the perceptions of the provider that contribute to patient satisfaction. Further, this study relies on a between-subject experimental design to investigate how “provider” verbal and nonverbal communication and demographics in addition to patient demographics and psychographics impact patient perceptions and outcomes of the simulated telemedicine experience. Results inform how healthcare provider verbal and nonverbal communication might be improved through …

The Patient Experience Of The #Hellomynameis... Campaign And The Value Of Personalised Embroidered Student Uniforms, Julie Derbyshire, Gemma Bradley, Sasha Ban, Lianne Horscroft, Joanne Woodhead

Patient Experience Journal

Background: The #hellomynameis... campaign was an international initiative implemented to improve Person Centred Practice by increasing the number of health professionals who introduce themselves to every patient and place them at the centre of each interaction. To add to this campaign, the idea of personalised uniforms for undergraduate health care students was introduced at one University in the UK, embroidered with the #hellomynameis...logo and their name. This paper will present findings from a study that explored this initiative from the patient perspective. Methods: A case study research design was used, with semi-structured questionnaires consisting of open and closed questions to …

Communicating Effectively When Engaging People With Lived Experience In Mental Health And Substance Use Health Research: A Qualitative Descriptive Study, Lisa D. Hawke, Wuraola Dada-Phillips, Charlotte Munro, Shoshana Hauer, Claudia Sendanyoye, Yona Lunsky, Gillian Strudwick, Tanya Halsall, Natasha Y. Sheikhan

Patient Experience Journal

Background. People with lived experience of mental health and/or substance use challenges and families (PWLE/F) are increasingly engaged in research, providing positive impacts. However, effective engagement can be challenging, including ensuring effective communication. This qualitative study sought to understand the communication preferences of PWLE/F who are engaged in mental health and substance use health research. Method. A total of 18 participants (aged 19 to 79) took part in one of four focus group discussions. A semi-structured interview guide was used to facilitate the discussions. Focus group transcripts were analyzed using codebook thematic analysis. PWLE/F were engaged in all stages of …

“Better Than Any Medicine:” Understanding How Therapy Dogs Support Patients Presenting With Mental Health And Substance Use Concerns In An Emergency Department Setting, Alexandria R. Pavelich, Colleen A. Dell, James Stempien, Holly Mckenzie, Aimee Hozack, Jane Smith, Alexis Rowsell, Janet Gunderson, Elizabeth Pease

Patient Experience Journal

In Canada, emergency departments have a large number of patients with mental health and substance use concerns passing through their doors. Our research aim was to assess the impact that therapy dog visits may have for patients presenting with mental health and/or substance use concerns to an emergency department based in Saskatoon, Saskatchewan. Working alongside an active patient advisory group and community-based therapy dog program volunteers, our mixed method approach utilizing ethnography, surveys, and interviews showed that therapy dog visitation had a beneficial impact on both patients and staff, thus improving the overall patient experience. Our study displays how the …

Impact Of Non-Pharmacological Interventions On Patient Experience, Opioid Use, And Healthcare Utilization In Adult Cardiac Surgery: A Randomized Controlled Mixed Methods Trial, Julie R. Piazza, Alexander A. Brescia, Jessica N. Jenkins, Alexander J. Ivacko, Xiaoting Wu, Sara M. Jafri, Christopher J. Varlamos, James C. Piazza, Lindsay K. Heering, Stefanie L. Peters, Molly Dwyer-White, Bailey H. Brown, Faraz N. Longi, Katelyn P. Monaghan, Frederick W. Bauer, Varun G. Kathawate, Melissa C. Webster, Amanda M. Kasperek, Nickole L. Garvey, Claudia Schwenzer, Kiran H. Lagisetty, Michelle Riba, Donald S. Likosky, Jennifer F. Waljee, Nicholas H. Osborne, Mary E. Byrnes, G. Michael Deeb

Patient Experience Journal

Non-pharmacological techniques designed to reduce anxiety, pain, and healthcare utilization have shown effectiveness in pediatric and non-surgical adult populations; however, their application has not been widely evaluated among adult surgical patients. This study randomized opioid-naive adults undergoing first-time, elective cardiac surgery to receive either targeted interventions from a trained “comfort coach” or usual care. The primary outcome assessed was healthcare utilization, specifically measured as the number of days at home within the first 30 days post-surgery. Secondary outcomes included postoperative opioid use and patient-reported outcomes, collected via validated surveys. Additionally, 50 participants in the intervention group completed semi-structured qualitative interviews …

Perceived Social Support And Its Associated Factors In Patients Undergoing Hemodialysis: A Cross-Sectional Study, Hosna Karami, Parvin Abbasi

Patient Experience Journal

Introduction: Hemodialysis is a vital, lifelong therapy for patients with end-stage kidney disease. Due to various physiological and psychosocial challenges, it is often perceived as traumatic. Social support is recognized as an essential coping strategy for managing chronic illnesses, including advanced kidney failure. This study aimed to assess perceived social support and its related factors among patients undergoing hemodialysis. Methods: This analytical cross-sectional study was conducted from November 2024 to February 2025 at two major hemodialysis centers in Kermanshah, a city in western Iran. A total of 230 patients were selected through convenience sampling based on predefined criteria. Data were …

Correlation Between Resident Physician And Patient Perceptions Of Empathy In The Emergency Department, Austin Porter, James Christian, Meryll E. Bouldin, Erin Willard, Stefan Graw, Sarah House, Sofie Morgan, Kristin Parker, Carly Eastin

Patient Experience Journal

Background: Empathy is essential for emergency medicine physicians, impacting patient outcomes and experiences, especially in the fast-paced emergency department (ED). However, empathy often declines during medical training, negatively affecting care. Little is known about how emergency medicine trainees perceive their empathy compared to their patients. Objective: This study aimed to explore the correlation between patient perceptions of resident physician empathy and residents’ self-perceptions during ED visits. Methods: This was a prospective observational study was conducted at a Level 1 Trauma and Tertiary Care Center in the south-central U.S., using the Consultation and Relational Empathy (CARE) Measure. At patient disposition, ED …

Patients’ Experiences Of Triage And Waiting In Emergency Departments: A Cross-Sectional Survey, Carrie Janerka, Leslie D Gavin, Fenella J Gill, Pcc Ed Triage Group

Patient Experience Journal

Objective: Patient experience is a core aspect of care quality. Patient experiences of emergency departments (EDs) have been examined, but there has been less focus on ED triage and waiting areas, often patients’ initial point of contact with a health service. This study aimed to understand patients’ experiences of ED triage and waiting room. Methods: A cross-sectional survey was conducted across five Australian EDs to understand experiences of patients 14 years and over before, during and after triage. Quantitative data were analysed descriptively and explored for correlations. Qualitative responses for suggested improvements were analysed using a conventional content analysis approach. …

Narrative Medicine Skills For End-Of-Life, Elizabeth Summerfield

Patient Experience Journal

This paper looks at the potential of applying the skills of narrative medicine to end-of-life and palliative care as a means of enabling its spiritual and existential dimensions often overlooked in clinical practice. It tells the story of a family navigating the complex problem of managing the ending of a beloved mother’s life. It reflects on how the World Medical Association’s 2022 list of essential elements of care may be enacted. Amidst the dominant daily physical regime of medication and physical care, it captures the rare, unscripted moments of meaning and purpose of a lived life. It shows why these …

The Hand We Hold: Reflections On Empathetic Practice In Medicine, Aravind Sreeram

Patient Experience Journal

In this narrative, I reflect on an early clinical encounter that reshaped my understanding of what it means to provide patient-centered care. As a medical student, I entered the exam room with a preset algorithm of what to say and how to act. Yet, when faced with a patient whose suffering could not be measured or addressed by any checklist, I realized the limitations of my scripted approach. I began to understand that some of the most meaningful contributions we offer in healthcare come not from solutions, but from presence. This experience helped me see that patient partnership is not …

Changing Myths Into Truths: Dispelling Physician Misconceptions On Patient Experience, Amit Singh, Syed Ahmed, James Castellone, Michael H Kanter, Mikelle Key-Solle, Sherry Kroll, Paul A Lansdowne, Winnie Lee, Swati Mehta, Sofie Morgan, Sephora Morrison, Susan N Nathan, Sachin Patel, Alexie Puran, Donald Wickline, Liza Dileo Thomas

Patient Experience Journal

Patient experience work can be viewed by some physicians as outside their scope of practice and therefore the responsibility of non-medical providers. Assumptions may also be made by providers about what patient experience work is and is not. These myths can make it difficult to pursue meaningful patient experience related work that is in fact rooted in evidence showing improved outcomes. Moreover, these myths can downplay the importance of patient experience improvement work discouraging physicians who may be interested from pursuing it. In order to combat common myths that can be propagated about patient experience, the authors will cite research …

Beyond The Numbers: Elevating Meaning Through Metrics In Patient Experience, Geoffrey A. Silvera

Patient Experience Journal

This commentary submitted by Patient Experience Journal (PXJ) Associate Editor begins with a simple observation: sometimes, in our effort to measure everything, we miss what’s right in front of us. We look up at the data but fail to notice the larger shape taking form above it, something tall, quiet, and graceful that changes how we see the landscape. Patient experience work demands that we hold both the precision of metrics and the wonder of narrative to truly understand of patients’ experiences of care. Numbers tell us how we are performing and stories remind us why it matters. When we …

We Are Not There Yet! Why The Journey For Experience Excellence Must Persist, Jason A. Wolf

Patient Experience Journal

I am concerned, that many in healthcare think they have gotten to a “THERE” in experience excellence. That the survey scores they received are good enough, that the outcomes they are achieving reflect what they sought to accomplish. And with this in the face of today’s tumultuous healthcare landscape, decisions are being made to sustain efforts at best and in more cases now to reduce investment with the belief that things are ok. Now is NOT the time to cut short our efforts for experience excellence, or to believe there is a “there” to which we have arrived. It must …

Development Of A Longitudinal, Small-Group Pocus Curriculum For Internal Medicine Residents, Shah N. Mahmud Do, Ammar W. Bhatti Do, Ariq Rahman Md, Omar Al Qassab Md, Fraser Mackay Md

The Lahey Journal

Development of a Longitudinal, Small-Group POCUS Curriculum for Internal Medicine Residents

Introduction

Point-of-Care Ultrasound (POCUS) is integral for clinicians to enhance their diagnostic and procedural skills. Unlike Emergency Medicine or Anesthesia training programs, Internal Medicine programs often lack a structured and standardized curriculum. We thus developed a longitudinal and multi-pronged POCUS curriculum aimed at building trainee competency when utilizing ultrasound for diagnostic and procedural work-up.

Methods

The curriculum encompasses the following: basics of ultrasound, ultrasound-guided procedures, thoracic ultrasound/Bed Lung Ultrasound in Emergency (BLUE), and cardiac ultrasound/Focus-Assessed Transthoracic Echocardiography (FATE). These modules were integrated into the residents’ clinic blocks. We utilized …

Increasing Pediatric Hpv Vaccination Rates, Brooke A. Nicholas

Dissertations

Increasing Pediatric HPV Vaccination Rates

Abstract

Problem: The human papillomavirus (HPV) is a sexually transmitted infection that affects more than 80% of the population within the United States (Eisenhauer et al., 2020). HPV can develop into cervical, anogenital, and oropharyngeal cancers (Eisenhauer et al., 2020). About 4,000 individuals die from cervical cancer alone each year (O’Leary, 2022). The HPV vaccine, though recommended by the ACIP and AAP, is below national vaccination rates in comparison to other vaccines (O’Leary, 2022).

Methods: This quality improvement project is a non-randomized controlled trial that observed HPV vaccine dose completion rates for patients aged 9-14 …

Impact And Effectiveness Of Phq-9 Training For School Counselors On Mental Health Referrals For High School Students, Sherikee Dorice Grim Bsn, Rn, Ja’Quay Brister Dnp, Pmhnp-Bc, Margaret Harvey Phd, Aprn, Acnp, Chfn, Fhrs

Doctor of Nursing Practice Projects

Purpose/Background

Adolescents' mental health has worsened and become a public health issue, with depression being a primary concern. There is an urgent need for early screening, school-based referral pathways, and interventions to address common problems in high schools. Patient Health Questionnaire-9 (PHQ-9) is a validated, evidence-based tool for detecting depression; however, its systematic use in school-based counseling settings through organized training has not been studied for implementation in high schools. This review assesses the current literature on the impact and effectiveness of PHQ-9 training for school counselors on mental health referrals among high school students, with a focus on early …

Revolutionizing Dental Operatories: How Do We Do More Using Less?, Michael Zidile D.D.S., Brian Choi D.D.S.

The New York State Dental Journal

The authors present a transformative approach to modernizing dental operatories as part of their practice’s recent expansion. Aimed at enhancing efficiency and patient-centered care, the project reimagines traditional operatory design by eliminating ergonomic and hygienic barriers, notably, the use of keyboards and mice. Key innovations include the implementation of touchscreen PC displays, high-power PCs with graphics cards, magnetic USB cables for rapid data transfer, omnidirectional microphones linked to AI scribes and wireless intraoral scanning. The design prioritizes a standardized, clutter-free layout across eight operatories, utilizing A-Dec Inspire Series cabinets for ergonomic supply management. By removing countertops and pullout trays, the …

N Y State Dent J November 2025

The New York State Dental Journal

In the November 2025 issue, the reader will find the following feature articles:

• "Attitudes of New York State Pediatric Dentists Toward Treating Hasidic Patients"
• "A Qualitative Assessment of the Role of Dental Specialists in U.S. Opioid Epidemic"
• "Revolutionizing Dental Operatories"
• "An Update on Non-Cigarette Nicotine-Containing Products and the Periodontal Patient"

This issue includes regular columns with regional news impacting the New York membership including: editorial and legal columns, association activities, component news, continuing education opportunities, and classifieds.

November 2025, Swosu Bulldog Wellness Committee

SWOSU BULLDOG WELLNESS

• SWOSU Wellness Fall 5k!
• November is National Diabetes Month
• The Wellness Committee has one desktop adjustable computer stand to loan out.
• Spooktacular Step Challenge Results
• November Word Search

Too Loud To Ignore: Knowledge, Attitudes, And Practices Regarding Hearing Protection In Student Musicians And Ensemble Directors, Lucile Donald, Ashley G. Flagge

Ashley Flagge Publications

Musicians are at an elevated risk for noise-induced hearing loss (NIHL) due to repeated exposure to sound levels exceeding occupational safety guidelines. Although many strides have been made in educating music students on the potential dangers of noise exposure and the mitigating effects of hearing protection devices, the current attitudes on this topic among high school and college-level student musicians remain largely unknown. An electronic survey was administered to high school (n = 195) and university (n = 161)-level band students and ensemble directors (n = 15) regarding knowledge of noise/music-induced hearing loss (MIHL), personal practices with HPDs, and types …

A Cancer Haiku Triptych, Larry C. Driver

Advances in Cancer Education and Quality Improvement

This trio of patient-inspired Haiku attempts to capture the joyful optimism of cancer-free life in the first pair of spring and summer, with a hint of transition in the second, and the final autumn into winter piece heralding the realization that smoldering cancer has flared-up with the possibility of the end of life.

Streamlining Nuclear Theranostic Clinic Workflow, Charisma Desai, Anne Fisher

Advances in Cancer Education and Quality Improvement

Nuclear medicine clinic needs have drastically changed with the emergence of theranostics, exciting new agents in the fight against cancer. However, administering these agents is a resource-intensive task, increasing demand for physician consultation time with patients, clinic office space, and scanner time. We examined our institution’s nuclear medicine clinic workflow and interviewed the clinic’s front desk staff, technologists, nurses, managers, physicians, and patients to find sources of delays, dissatisfaction, and decreased efficiency. An Ishikawa diagram and decision matrix helped us determine the most impactful intervention with our available resources. For this cycle, we focused on the consent process. Theranostic patients …

Impact Of Clinical Decision Support Tool Implementation On Injectable Calcitonin Usage, Petar Jordanov, Ashley Crouch, William Towers

Advances in Cancer Education and Quality Improvement

Calcitonin injection is a high-cost medication used to treat hypercalcemia in hospitalized patients. Many institutions have implemented strategies to reduce unnecessary use or waste of calcitonin, including dose rounding, formulary restriction criteria, and limiting the number of doses a patient may receive. MD Anderson Cancer Center (MDACC) utilizes approximately 1200 calcitonin doses per year with no current formulary or dosing restriction criteria. The goal of this study was to evaluate patterns of use of calcitonin at MDACC and implement and evaluate the impact of clinical decision support tools to reduce unnecessary calcitonin use and waste. This is a single-center quality …

Interactive Clinical Dashboard For Psychiatric Oncology Services At A Cancer Institution: A Quality Initiative, Maria Shabih, Adelita D. Martinez, Alan D. Valentine, Deepti A. Chopra

Advances in Cancer Education and Quality Improvement

Accurate documentation of reasons for psychiatry consultations is critical for developing an effective treatment plan for the patient and improving quality of care through targeted interventions. The purpose of this project was to create an interactive dashboard on Power BI. We downloaded the report from Epic on SAP BI. On an Excel sheet, we recoded the reason for consults and categorized using a keyword list and recoded the consults into distinct, categories such as "anxiety," "depression," and "altered mental status (AMS)," with data spanning 2 fiscal years.

Key findings from the dashboard revealed that anxiety and depression accounted for most …

Designing An Electronic Patient-Reported Outcomes Information Infrastructure Supported By The Re-Aim Implementation Framework, Amy C. Moreno, Angela Peek, Toshiko S. Stein, Kevin R. Shook, Sara M. Ali, Laia Humbert-Vidan, Aileen Chen, Miriam Lango, Anna Lee, Michael Spiotto, William H. Morrison, Adam S. Garden, Jack Phan, Steven J. Frank, Katherine Hutcheson, David I. Rosenthal, Clifton D. Fuller, G Brandon Gunn

Advances in Cancer Education and Quality Improvement

Objective: Patient-reported outcomes (PROs) contain valuable information that can be leveraged by providers to perform timely interventions and improve quality of life and survival. However, the implementation of electronic PROs (ePROs) remains a challenge from technical and evaluation perspectives. Our objective was to construct a robust electronic health record (EHR)-integrated ePRO information infrastructure founded on RE-AIM (reach-effectiveness-adoption-implementation-maintenance) principles.

Materials and Methods: We used Epic Systems as our EHR platform to build the MD Anderson Symptom Index Head and Neck Module (MDASI-HN) for release to all patients undergoing evaluation and/or treatment in our HN Radiation Oncology clinics. RE-AIM metrics were …

Clinical Instructors In Gynecologic Oncology: Addressing Gaps In Cancer-Related Care And Gynecology Training Deficiencies, Sadhvi Batra, Ann Marie Mercier, Robert Wenham

Advances in Cancer Education and Quality Improvement

The shift toward minimally invasive techniques and sub-specialization in gynecology has reduced generalist surgical experience, prompting new training roles to better manage complex benign conditions and cancer survivorship.