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Patient Satisfaction

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by

Kate Hayes

on 30 April 2013

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Transcript of Patient Satisfaction

 Otani, K., Kim, B., Waterman, B., Boslaugh, S., Klinkenberg, W., & Dunagan, W. (2012). Patient Satisfaction and Organizational Impact: A Hierarchical Linear Modeling Approach. Health Marketing Quarterly, 29(3), 256-269. doi:10.1080/07359683.2012.705724
Patient satisfaction/experience. (n.d.). Retrieved from http://www.ama-assn.org/ama/pub/physician-resources/practice-management-center/practice-operations/patient-satisfaction-experience.page

 Thi, P., Briancon, S., Empereur, F., & Guillemin, F. (2002). Factors determining inpatient satisfaction with care. Social Science and Medicine, 54(4), 493-504. References (con’t) Bacon, C. T., & Mark, B. (2009). Patient satisfaction in medical surgical units. National Institute of Health, 39(5), 220-227. doi: 10.1097/NNA.0b013e3181a23d3f

 D'Amore, J., Murray, J., Powers, H., & Johnson, C. (2011). Does Telephone Follow-up Predict Patient Satisfaction and Readmission?. Population Health Management, 14(5), 249-255. doi:http://dx.doi.org/10.1089/pop.2010.0045

 Faezipour, M., & Ferreira, S. (2013). A system dynamics perspective of patient satisfaction in healthcare .Procedia computer scinece, 16, 148-156.

Frattali, C. (1991). Measuring client satisfaction. Retrieved from http://www.asha.org/SLP/healthcare/Measuring-Client-Satisfaction/

Hethcock, B. (2011, 07 15). Patient satisfaction increasingly important to hospitals' finances . Retrieved from http://www.bizjournals.com/dallas/print-edition/2011/07/15/patient-satisfaction-increasingly.html?page=all

 Otani, K., Waterman, B., & Dunagan, W. (2012). Patient Satisfaction: How Patient Health Conditions Influence Their Satisfaction. Journal Of Healthcare Management, 57(4), 276-292. References Conclusion Surveys

While in the unit
Once the patient has been discharged

Post discharge phone calls

Follow up with the patient
Discuss their satisfaction during their stay
What would they want on the unit that would have made their satisfaction higher To Measure Satisfaction Teach staff to ask patients of expectations during their stay
Assess staff for burnout
Talk to the 12 hour shift nurses to discuss what they can do during their shift to prevent burnout
Hourly rounds
Make sure to ask the patient’s if they have any questions or need anything before you leave the room Our Unit In order to increase patient satisfaction we would:
Provide adequate support staff (Bacon & Mark, 2009)
Train staff on what influences patient satisfaction
Train staff on therapeutic communication
Invest in our employees (Otani et al., 2012)
Have resources available before you walk into the room
Do frequent satisfaction surveys Our Unit Six Tips for Satisfying Patients Communication

Assessing Satisfaction

Length of Shift Satisfying Patients Support Services

Most Influential on Patient Satisfaction

Organizational Factors

Employees Satisfying Patients Democratic
The Leadership Method
of Our Unit Legal

Ethical

Economic Ramifications Hospital
Patients
Patient’s Family
Nurses
Community Stakeholders Give patients a constructive outlet to provide feedback on their experience
Reduce malpractice suits
Prepare for and improve performance on federal and private patient satisfaction initiatives
Show patients that their physicians care about their input ("Patient satisfaction/experience,”) Why Measure Patient Satisfaction? We are looking at ways to prevent patient dissatisfaction Problem “Client satisfaction is a multidimensional concept, relating to both technical and interpersonal aspects of care, and the amenities of care (such as an attractive physical environment, and convenient location and parking)” (Frattali, 1991). What is Patient Satisfaction Definition: Patient Satisfaction
Our Problem Statement
Why Measure Patient Satisfaction?
Stakeholders
Ramification
Leadership Methods
How to Satisfy Patients
Ideas for Our Unit
Ways to Measure Satisfaction
Conclusion Objectives Inform quality improvement efforts
Make informed staffing decisions
Gain a competitive edge
Make improvements in patients’ health, compliance and confidence in treatment
Inform contract negotiations
Use information to contradict negative ratings/profiles

("Patient satisfaction/experience,”) Why Measure Patient Satisfaction? Patient Satisfaction Presented By:
Kate Hayes
Emily Kohorst &
Hillary McCutchen Do you think this patient and her mother are likely to be satisfied after leaving the hospital? JCAHO and Patient Satisfaction JCAHO Requirements regarding patient satisfaction

When patients know they can complain freely without consequences, are able to comment, and efforts are put in place to respond to complaints, patients will feel that they are heard within organization.

Hospitals must comply for accreditation! If hospitals wish to maintain their revenue, stay open, and provide patient care patient satisfaction must be a priority

The organization should understand the impact that having dissatisfied patients can have on their nurses, their hospital, the community, and other patients.

When patients are dissatisfied with their care they tend to go to another facility resulting in loss of wages, revenue, jobs, and potentially the healthcare system itself.

It is necessary to train members of the healthcare team in communication skills so that they are able to adequately assess the satisfaction of their patients, and if any education is required. They should provide the patient with the opportunity to ask questions.

Nurses should reflect on any biases that they hold which may impact patient care.

Patient satisfaction surveys and post discharge phone calls should be conducted.
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