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Real‐time patient experience surveys of hospitalized medical patients
Author(s) -
Indovina Kimberly,
Keniston Angela,
Reid Mark,
Sachs Katherine,
Zheng Chi,
Tong Angie,
Hernandez Danny,
Bui Kathy,
Ali Zeinab,
Nguyen Thao,
Guirguis Helpees,
Albert Richard K.,
Burden Marisha
Publication year - 2016
Publication title -
journal of hospital medicine
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.128
H-Index - 65
eISSN - 1553-5606
pISSN - 1553-5592
DOI - 10.1002/jhm.2533
Subject(s) - medicine , percentile , interquartile range , patient satisfaction , patient experience , hospital medicine , coaching , patient safety , family medicine , medline , intervention (counseling) , health care , emergency medicine , physical therapy , nursing , surgery , statistics , mathematics , management , political science , law , economics , economic growth
BACKGROUND Real‐time feedback about patients' perceptions of the quality of the care they are receiving could provide physicians the opportunity to address concerns and improve these perceptions as they occur, but physicians rarely if ever receive feedback from patients in real time. OBJECTIVE To evaluate if real‐time patient feedback to physicians improves patient experience. DESIGN Prospective, randomized, quality‐improvement initiative. SETTING University‐affiliated, public safety net hospital. PARTICIPANTS Patients and hospitalist physicians on general internal medicine units. INTERVENTION Real‐time daily patient feedback to providers along with provider coaching and revisits of patients not reporting optimal satisfaction with their care. MEASUREMENTS Patient experience scores on 3 provider‐specific questions from daily surveys on all patients and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores and percentiles on randomly selected patients. RESULTS Changes in HCAHPS percentile ranks were substantial (communication from doctors: 60th percentile versus 39th, courtesy and respect of doctors: 88th percentile versus 23rd, doctors listening carefully to patients: 95th percentile versus 57th, and overall hospital rating: 87th percentile versus 6th ( P = 0.02 for overall differences in percentiles), but we found no statistically significant difference in the top box proportions for the daily surveys or the HCAHPS survey. The median [interquartile range] top box score for the overall hospital rating question on the HCAHPS survey was higher in the intervention group than in the control group (10 [9, 10] vs 9 [8, 10], P = 0.04). CONCLUSIONS Real‐time feedback, followed by coaching and patient revisits, seem to improve patient experience. Journal of Hospital Medicine 2016;11:251–256. © 2016 Society of Hospital Medicine