• J Hosp Med · Apr 2016

    Randomized Controlled Trial

    Real-time patient experience surveys of hospitalized medical patients.

    • Kimberly Indovina, Angela Keniston, Mark Reid, Katherine Sachs, Chi Zheng, Angie Tong, Danny Hernandez, Kathy Bui, Zeinab Ali, Thao Nguyen, Helpees Guirguis, Richard K Albert, and Marisha Burden.
    • Division of Hospital Medicine, Denver Health, Denver, Colorado.
    • J Hosp Med. 2016 Apr 1; 11 (4): 251-6.

    BackgroundReal-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.ObjectiveTo evaluate if real-time patient feedback to physicians improves patient experience.DesignProspective, randomized, quality-improvement initiative.SettingUniversity-affiliated, public safety net hospital.ParticipantsPatients and hospitalist physicians on general internal medicine units.InterventionReal-time daily patient feedback to providers along with provider coaching and revisits of patients not reporting optimal satisfaction with their care.MeasurementsPatient 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.ResultsChanges 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).ConclusionsReal-time feedback, followed by coaching and patient revisits, seem to improve patient experience.© 2016 Society of Hospital Medicine.

      Pubmed     Copy Citation     Plaintext  

      Add institutional full text...

    Notes

     
    Knowledge, pearl, summary or comment to share?
    300 characters remaining
    help        
    You can also include formatting, links, images and footnotes in your notes
    • Simple formatting can be added to notes, such as *italics*, _underline_ or **bold**.
    • Superscript can be denoted by <sup>text</sup> and subscript <sub>text</sub>.
    • Numbered or bulleted lists can be created using either numbered lines 1. 2. 3., hyphens - or asterisks *.
    • Links can be included with: [my link to pubmed](http://pubmed.com)
    • Images can be included with: ![alt text](https://bestmedicaljournal.com/study_graph.jpg "Image Title Text")
    • For footnotes use [^1](This is a footnote.) inline.
    • Or use an inline reference [^1] to refer to a longer footnote elseweher in the document [^1]: This is a long footnote..

    hide…