Using National Measures of Patients' Perceptions of Health Care to Design and Debrief Clinical Simulations

This article describes an innovative approach to using national measures of patients' perspectives of quality health care. Nurses from a regional simulation consortium designed and executed a simulation using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey to prepare nurses to improve care and, in turn, enhance patients' perceptions of care. The consortium is currently revising the reporting mechanism to collect data about specific learning objectives based on national quality indicator benchmarks, specifically HCAHPS. This revision reflects the changing needs of health care to include quality metrics in simulation

A Review of Best Practices for Monitoring and Improving Inpatient Pediatric Patient Experiences.

ContextAchieving high-quality patient-centered care requires assessing patient and family experiences to identify opportunities for improvement. With the Child Hospital Consumer Assessment of Healthcare Providers and Systems Survey, hospitals can assess performance and make national comparisons of inpatient pediatric experiences. However, using patient and family experience data to improve care remains a challenge.ObjectiveWe reviewed the literature on best practices for monitoring performance and undertaking activities aimed at improving pediatric patient and family experiences of inpatient care.Data sourcesWe searched PubMed, Cumulative Index to Nursing and Allied Health Literature, and PsychINFO.Study selectionWe included (1) English-language peer-reviewed articles published from January 2000 to April 2019; (2) articles based in the United States, United Kingdom, or Canada; (3) articles focused on pediatric inpatient care; (4) articles describing pediatric patient and family experiences; and (5) articles including content on activities aimed at improving patient and family experiences. Our review included 25 articles.Data extractionTwo researchers reviewed the full article and abstracted specific information: country, study aims, setting, design, methods, results, Quality Improvement (QI) initiatives performed, internal reporting description, best practices, lessons learned, barriers, facilitators and study implications for clinical practice, patient-experience data collection, and QI activities. We noted themes across samples and care settings.ResultsWe identified 10 themes of best practice. The 4 most common were (1) use evidence-based approaches, (2) maintain an internal system that communicates information and performance on patient and family experiences to staff and hospital leadership, (3) use experience survey data to initiate and/or evaluate QI interventions, and (4) identify optimal times (eg, discharge) and modes (eg, print) for obtaining patient and family feedback. These correspond to adult inpatient best practices.ConclusionsBoth pediatric and adult inpatient best practices rely on common principles of culture change (such as evidence-based clinical practice), collaborative learning, multidisciplinary teamwork, and building and/or supporting a QI infrastructure that requires time, money, collaboration, data tracking, and monitoring. QI best practices in both pediatric and adult inpatient settings commonly rely on identifying drivers of overall ratings of care, rewarding staff for successful implementation, and creating easy-to-use and easy-to-access planning and QI tools for staff

Analisis Penggunaan Survei HCAHPS (Hospital Consumers Assessment of Healthcare Providers and System) Mutu Pelayanan Rawat Inap Dari Perspektif Pasien di RSUD Sunan Kalijaga Demak

Universitas Diponegoro Fakultas Kesehatan Masyarakat Program Studi Magister Ilmu Kesehatan Masyarakat Konsentrasi Administrasi Rumah Sakit 2016 ABSTRAK Muhammad Akbar Analisis Penggunaan Survei HCAHPS (Hospital Consumers Assessment of Healthcare Providers and System) Mutu Pelayanan Rawat Inap Dari Perspektif Pasien di RSUD Sunan Kalijaga Demak xxi +81 halaman + tabel 34 + Gambar 4 + Lampiran 5 Penelitian ini menerapkan penggunaan HCAHPS (Hospital Consumers Assessment Healthcare Providers and Systems) untuk mengukur mutu pelayanan instalasi rawat inap dari perspektif pasien di RSUD Sunan Kalijaga Demak. HCAHPS adalah standar nasional pertama di Amerika yang digunakan untuk mengumpulkan informasi dari perspektif pasien tentang pengalaman pelayanan rawat inap. Desain penelitian yang digunakan yaitu observasional analitik dengan pendekatan cross sectional. Pengumpulan data dilakukan secara kuantitatif dengan wawancara kuesioner terstruktur menggunakan kuisoner HCAHPS. Data kuantitatif dianalisis dengan Confirmatory Factor Analysis (CFA) dengan mengunakan SPSS 20.0 Hasil survei HCAHPS menunjukkan komunikasi dengan perawat masih kurang baik (33,53%), komunikasi dengan dokter masih kurang baik (33,33%), daya tanggap rumah sakit sudah cukup baik (41,82%), manajemen nyeri sudah cukup baik (41,49%), komunikasi pengobatan masih kurang baik (40,39%), informasi sebelum pulang masih kurang baik (54,85%), transisi perawatan cukup baik (44,73%), kebersihan lingkungan rumah sakit baik (49,03%), ketenangan lingkungan rumah sakit baik (47,09%), rating rumah sakit 7-8 (59,4%), kesediaan merekomendasikan rumah sakit sepertinya ya (51,61%). Berdasarkan hasil perhitungan dengan SPSS dihasilkan nilai KMO (Kaiser-Meyer-Olkin) 0,511 (> 0,5) yang berarti kecukupan data telah terpenuhi untuk dilakukan analisis faktor. Hasil Bartlett’s test0,000 (α <0,05) yang berarti terdapat korelasi antar variabel multivariat. Hasil CFA menunjukkan bahwa dari 11 variabel yang diuji terdapat 4 variabel yang memiliki nilai MSA (Measure of Sampling Adequacy) < 0,5 sehingga dieliminasi dari pengujian, empat variabel tersebut yaitu variabel manajemen nyeri, informasi sebelum pulang, komunikasi pengobatan dan rating rumah sakit.Hasil uji CFA menunjukkan bahwa ketujuh variabel dapat menjelaskan HCAHPS dengan nilai communalities masing-masing variabel: kebersihan rumah sakit 92,3%, ketenangan rumah sakit 92,1%, komunikasi dengan perawat 66,9%, kesediaan merekomendasikan rumah sakit 66%, transisi perawatan 59,9%, daya tanggap staff rumah sakit 51,6%, komunikasi dengan dokter 50,3%. Berdasarkan hasil penelitan ini HCAHPS dapat diterapkan untuk mengukur mutu pelayanan instalasi rawat inap dari perspektif pasien di RSUD Sunan Kalijaga Demak, namun untuk hasil yang lebih baik diperlukan penyesuaian item-item pertanyaan sesuai dengan karakteristik pasien. Rating 7-8 yang diberikan oleh pasien hendaknya tidak membuat RSUD Sunan Kalijaga Demak merasa puas, masih harus dilakukan peningkatan pelayanan pada aspek komunikasi perawat, komunikasi dokter, komunikasi tentang pengobatan, serta informasi sebelum pulang (discharge planning). Kata kunci :HCAHPS (Hospital Consumers Assessment Providers and Systems), Mutu Pelayanan Rawat Inap, Confirmatory Factor Analysis (CFA). Kepustakaan : 46 (2003-2016) Diponegoro University Faculty of Public Health Master’s Study Program in Public Health Majoring in Hospital Administration 2016 ABSTRACT Muhammad Akbar Analysis of using Hospital Consumers Assessment of Healthcare Providers and System (HCAHPS) Survey of Inpatient Service Quality from Patients’ Perspective at Sunan Kalijaga Public Hospital in Demak xxi + 81 pages + 34 tables + 4 figures + 5 appendices This study applied Hospital Consumers Assessment Healthcare Providers and Systems (HCAHPS) to measure quality of services at an inpatient unit from patients’ perspective at Sunan Kalijaga Public Hospital in Demak. HCAHPS is a first national standard in The United States that is used to collect information of experience at inpatient unit services from patients’ perspective. This was an observational-analytic study using cross sectional approach. Data were collected using a structured HCAHPS questionnaire and analysed using Confirmatory Factor Analysis (CFA) performed by SPSS v.20.0. The results of this research showed that communication with nurses was bad (33.53%), communication with physicians was bad (33.33%), a response of the hospital was fairly good (41.82%), pain management was fairly good (41.49%), communication of medication was bad (40.39%), information of discharge planning was bad (54.85%), transition of treatment was fairly good (44.73%), environmental hygiene of the hospital was good (49.03%), quietness of the hospital environment was good (47.09%), the hospital rating was 7-8 (59.4%), and willingness to recommend the hospital was yes (51.61%). Based on the calculation of SPSS demonstrated that Kaiser-Meyer-Olkin (KMO) value was 0.511 (>0.5). It means that data sufficiency had met to perform factor analysis. The result of Bartlett’s test was 0.000 (p<0.05). It means that there was any correlation between variables. The result of CFA showed that four of 11 analysed variables had Measurement of Sampling Adequacy (MSA) < 0.5. It means that those four variables were removed from the analysis. Those four variables consisted of pain management, information of discharge planning, communication of medication, and hospital rating. The result of CFA demonstrated that seven variables could explain HCSHPS with communalities value for each variable as follows: environmental hygiene of the hospital was 92.3%, quietness of the hospital was 92.1%, communication with nurse was 66.9%, willingness to recommend the hospital was 66%, transition of treatment was 59.9%, a response of the hospital’s staff was 51.6%, and communication with physician was 50.3%. HCAHPS could be applied to measure service quality of inpatient unit from patients’ perspective at Sunan Kalijaga Hospital in Demak. Notwithstanding, adjustment of questions in accordance with patients’ characteristics needed to be done to obtain better results. The hospital was expected not to feel satisfied even though patients provided rating 7-8. Some aspects like communication of nurse, communication of physician, communication of medication, and discharge planning need to be improved. Keywords: Hospital Consumers Assessment Healthcare Providers and Systems (HCAHPS); quality of inpatient services; Confirmatory Factor Analysis (CFA) Bibliography: 46 (2003-2016

Parkwest Medical Center: Focusing on Patient and Staff Satisfaction

Outlines the strategies and factors behind high patient satisfaction, including a culture of teamwork and care coordination, based on a module that aligns performance standards for administrators, managers, and staff, reinforced with merit increases

Munson Medical Center: Constant Focus on Patient Satisfaction

Summarizes elements of a successful strategy to attain high patient satisfaction, including high nurse-to-patient ratios, incentives, and relationship-based and acuity-adaptable care whereby a patient stays in one room from admission through discharge

Measuring patient-perceived quality of care in US hospitals using Twitter

BACKGROUND: Patients routinely use Twitter to share feedback about their experience receiving healthcare. Identifying and analysing the content of posts sent to hospitals may provide a novel real-time measure of quality, supplementing traditional, survey-based approaches. OBJECTIVE: To assess the use of Twitter as a supplemental data stream for measuring patient-perceived quality of care in US hospitals and compare patient sentiments about hospitals with established quality measures. DESIGN: 404 065 tweets directed to 2349 US hospitals over a 1-year period were classified as having to do with patient experience using a machine learning approach. Sentiment was calculated for these tweets using natural language processing. 11 602 tweets were manually categorised into patient experience topics. Finally, hospitals with ≥50 patient experience tweets were surveyed to understand how they use Twitter to interact with patients. KEY RESULTS: Roughly half of the hospitals in the US have a presence on Twitter. Of the tweets directed toward these hospitals, 34 725 (9.4%) were related to patient experience and covered diverse topics. Analyses limited to hospitals with ≥50 patient experience tweets revealed that they were more active on Twitter, more likely to be below the national median of Medicare patients (p<0.001) and above the national median for nurse/patient ratio (p=0.006), and to be a non-profit hospital (p<0.001). After adjusting for hospital characteristics, we found that Twitter sentiment was not associated with Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings (but having a Twitter account was), although there was a weak association with 30-day hospital readmission rates (p=0.003). CONCLUSIONS: Tweets describing patient experiences in hospitals cover a wide range of patient care aspects and can be identified using automated approaches. These tweets represent a potentially untapped indicator of quality and may be valuable to patients, researchers, policy makers and hospital administrators

Duke University Hospital: Organizational and Tactical Strategies to Enhance Patient Satisfaction

Highlights organizational and tactical strategies for realizing high patient satisfaction, including the use of communication boards in each room stating the plan of care, a "Balanced Scorecard" evaluation tool, and Six Sigma improvement methodology

Hutcheson Medical Center: Focusing on Personal Interactions

Outlines elements of a strategy for high patient satisfaction focused on patient-staff interactions and patients' needs, including a culture of customer service, shared governance, better data collection, more visible leaders, and evidence-based practice

Does IT Spending Matter on Hospital Financial Performance and Quality?

This research explored impacts of IT spending on hospital financial performance and hospital quality. We developed two research hypotheses accordingly. The first hypothesis was that IT spending would be positively related to the hospital financial performance, and the second hypothesis was that hospitals with higher IT spending would have better quality metrics. We used the 2017 American Hospital Association Survey data and the HCAHPS dataset from Medicare website. We tested three hospital financials and three quality measures. We employed T-Tests and ANOVA models to test the hypotheses. Results were inconclusive for both hypotheses. Evidence showed statistical significance on two out of seven tests

Brigham and Women's Hospital: "Moving the Needle" Takes People, Processes, and Leadership

Describes three strategies implemented simultaneously to enhance patient satisfaction: creating strong leadership commitment; improving care processes; and training a customer-focused staff. Discusses patient surveys and performance scorecards