Patient Satisfaction by 9Wc90HWO

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									Patient Satisfaction


     Sharon Conner MSN, RN, CMSRN
              Integris Health
                   NLO
Patient Satisfaction
 • Patient Satisfaction
   Service Standards

   – Our vision for patient satisfaction is
     to create a culture where we treat
     each other and the people we serve
     as welcomed guests by following
     our values of love, learn and lead.
     We will:
Patient Satisfaction
   • Make a positive impression
     –   Demonstrate a professional image
     –   Maintain a safe and clean environment
     –   Choose to have a positive attitude each day
     –   Speak positively about our facility, customers, co-
         workers
     –   Treat others with dignity and respect
     –   Adhere to ethical principles and business practices
     –   Respect individual and cultural differences
     –   Use good elevator manners
Patient Satisfaction
  • Anticipate the wants and needs of our customers

     – Understand the needs of our customers
     – Address unique needs- cultural, spiritual, language,
       physical challenges
     – Recognize non-verbal cues that others need assistance
     – Communicate frequently during wait times
     – Escort patients/visitors to their destinations
     – Address the education, comfort and privacy needs of
       patients
     – Scan patient environment and take appropriate action with
       ever customer
     – Use service recovery to make amends when expectations
       are not met
Patient Satisfaction
•   Listen and Respond

    – Respond promptly
    – Introduce ourselves and others
    – Listen first to understand a person’s words, intent and feeling
      without interrupting
    – Clarify needs with more questions if necessary
    – Make eye contact. Convey attentiveness and concern
    – Be courteous, smile
    – Use the person’s name
    – Build a sense of trust by following through on commitments
Patient Satisfaction
•   Communicate Compassionately and Effectively
     – Select time, location and people appropriate to the topic
     – Use easily understood and appropriate language
     – Be prepared with the information needed prior to beginning any
       conversations
     – Share the patient’s likes/dislikes when transferring care to
       another provider
     – Maintain privacy and confidentially
     – Use key words at key times
Patient Satisfaction
• Inform and Educate Our Patients

   –   Inform about care and treatment on a regular basis
   –   Encourage questions about care
   –   Prepare for possible discomfort, noise, waiting
   –   Explain the care to be provided
   –   Round systematically and often to assess and meet
       needs
Patient Satisfaction
• Promote Culture of Cooperation and Teamwork

   –   Seek opportunities to improve skills needed
   –   Know department/facility policies, goals, and initiatives
   –   Act as resource to solve problems
   –   Act as teacher and role model
   –   Communicate clearly and positively with co-works
Patient Satisfaction
How is Patient Satisfaction Measured

    – INTEGRIS Health sends a patient satisfaction survey to every
      patient after they are discharged. The survey asks:

            –   Skill of the nurse
            –   Attention to special/personal needs
            –   Friendliness/courteousness of the staff
            –   Nurses attitude toward requests
            –   Nurses kept you informed
            –   Staff worked together to care for you
                                                                                                  % Always/ %    % Always/ %
                                   IBMC Acute HCAHPS                     On Target   Percentile    Yes Actual      Yes Goal


Example of HCAP     Based upon discharges Oct - Dec 2009 as of 11/6/09
                                     N = 119 surveys
                  Nurses Communication                                                 79            80%           76%
                  Doctors Communication                                                86            85%           79%


Survey            Responsiveness of Hospital Staff
                  Pain Management
                  Communication about Medicines
                                                                            
                                                                            
                                                                            
                                                                                        74
                                                                                        70
                                                                                        79
                                                                                                      67%
                                                                                                      72%
                                                                                                      65%
                                                                                                                    62%
                                                                                                                    69%
                                                                                                                    59%
                  Cleanliness of Hospital Environment                                  44            69%           71%
                  Quietness of Hospital Environment                                    68            61%           56%
                  Discharge Information                                                30            78%           81%
                  *2010 Bonus criteria = HCAHPS - must have 4 of
                  the 8 above domains/questions > the 50th
                  percentile as of 11/6/09                                  

                                                                                                   % Always/     % Always/
                                   ISMC Acute HCAHPS                     On Target   Percentile   % Yes Actual   % Yes Goal
                    Based upon discharges Oct - Dec 2009 as of 11/6/09
                                      N = 50 surveys
                  Nurses Communication                                                 99            88%           76%
                  Doctors Communication                                                83            84%           79%
                  Responsiveness of Hospital Staff                                     16            54%           62%
                  Pain Management                                                      31            67%           69%
                  Communication about Medicines                                        84            66%           59%
                  Cleanliness of Hospital Environment                                  62            73%           71%
                  Quietness of Hospital Environment                                    38            52%           56%
                  Discharge Information                                                 8            73%           81%
                  *2010 Bonus criteria = HCAHPS - must have 4 of
                  the 8 above domains/questions > the 50th
                  percentile as of 11/6/09                                  

                                                                                                  % Always/ % % Always/ %
                             Canadian Valley Acute HCAHPS                On Target   Percentile     Yes Actual   Yes Goal
                    Based upon discharges Oct - Dec 2009 as of 11/6/09
                                     N = 23 surveys
                  Nurses Communication                                                 36            74%           76%
                  Doctors Communication                                                54            80%           79%
                  Responsiveness of Hospital Staff                                     79            69%           62%
                  Pain Management                                                      99            85%           69%
                  Communication about Medicines                                        81            65%           59%
                  Cleanliness of Hospital Environment                                   1            52%           71%
                  Quietness of Hospital Environment                                    89            70%           56%
                  Discharge Information                                                23            77%           81%
                  *2010 Bonus criteria = HCAHPS consolidated
                  system results - must have 4 of the 8 above
                  domains/questions > the 50th percentile as of
                  11/6/09                                                   

								
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