Meeting Patient Expectations Presentation by: Rhonda Jones
& Rachael Seiter
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INTRODUCTION Patient satisfaction has a direct correlation with
meeting patient expectations. Patients are no longer just receiving
care but are informed consumers that have a wide variety of choices
when selecting a healthcare organization. Healthcare organizations
are required to publically report quality measures. These measures
also have an impact on financial reimbursement to organizations.
Nursing, as the largest group with both direct and indirect patient
contact is the most influential group on patient satisfaction and
meeting patient expectations.
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LEARNER OBJECTIVES By the end of this presentation the learner
will be able to: 1.Understand the financial impact that Hospital
Consumer Assessment of Healthcare Providers and Systems (HCAHPS)
survey scores have on a healthcare organization. 2.Ways to
implement change in an organization that will impact patient
experiences. 3.List nursing sensitive issues related to patient
experiences.
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ASSESSMENT OF THE HEALTHCARE ENVIRONMENT How do healthcare
organizations determine patient expectations and patient
satisfaction? Research 3rd party formal surveys such as Press
Ganey, Arbor, and Gallup Organizational comment cards and patient
questionnaires Rounding observations Patient relation data such as
reported grievances, complaints, and positive letters HCAHPS survey
information
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ASSESSMENT OF THE HEALTHCARE ENVIRONMENT Why is it important
for healthcare organizations, especially nursing, acknowledge the
importance of meeting patient expectations and improving patient
satisfactions scores? There is a direct impact on the quality of
care provided to patients. Ability to improve in patient outcomes.
Provides a platform for research on nursing sensitive issues.
Implementation of changes to policy and procedures. Obtain the
highest amount of financial reimbursement for the
organization.
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ROOT CAUSE ANALYSIS: FISHBONE DIAGRAM Bacon & Mark
(2009)
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ROOT CAUSE ANALYSIS Problem: What factors impact patient
satisfaction? Hospital Environment Nursing Unit Environment Unit
Capacity Work Engagement Work Conditions Patient Characteristics
Bacon & Mark (2009)
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IMPLICATION AND CONSEQUENCES HCAHPS has standardized data
collection and provides a comparison of organizations. Information
on organizations is now publically reported. Patients have never
been more informed of healthcare choices. HCAHPS results are linked
to reimbursement received by organizations. Almost all of the
HCAHPS survey questions can be directly impacted by the
nursing.
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IMPLICATION AND CONSEQUENCES Lower reimbursement can result in
a staff reduction or possible closure of an organization. Decreased
patient satisfaction will result in consumers not coming to an
organization. Exclusion of nursing staff in quality improvement
measures is a missed opportunity in healthcare. The focus cannot be
on one area of an organization to meet patient expectations and
improve patient satisfaction. Nursing led quality improvement
projects and research need to be addressed.
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RECOMMENDATIONS Be aware of organizational HCAHPS scores and
other survey information utilized by your organization. Go to the
CMS website to identify how your organization compares to other
organizations in your area. Make sure this information is
understood by senior leadership and shared with front line staff.
Be knowledgeable of the HCAHPS survey as well as other formal and
informal survey what questions are being asked and how they impact
patient care.
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RECOMMENDATIONS An organizational approach needs to be utilized
in quality process improvement projects. The type and quality of
nursing care directly impacts patient satisfaction. Research needs
to be reviewed and performed to assess the improvement projects.
Nurses need to be knowledgeable on the nursing sensitive indicators
that impact patient satisfaction. Become empowered to investigate
quality improvement projects at your organization.
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RECOMMENDATIONS What is nursings role in meeting patient
expectation for an organization? Nursing can lead in the following
quality improvement projects: Fall Programs Investigate Acuity and
Nurse to Patient Ratios Medication Management Processes Discharge
Planning Processes Recruit Nursing Leadership and Senior Leadership
Support
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CONCLUSION Patients, as consumers, have the capability and
right to select organizations that are prepared to meet their
needs. Organization must continue to improve delivery of care to
stay viable in the healthcare market place. Nurses are in a unique
position to implement change that improves patient care and the
organizational delivery of care.
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REFERENCES Bacon, C. T., & Mark, B. (2009). Organizational
effects on patient satisfaction in hospital medical-surgical units.
J Nurs Adm, 39(5), 220227. doi: 10.1097/NNA.0b013e3181a23d3f.
HCAHPS (2014). Hospital Consumer Assessment of Healthcare Providers
and Systems. Centers for Medicare & Medicaid Services.
Baltimore, MD retrieved on September 15, 2014. Kennedy, B., Craig,
J. B., Wetsel, M., Reimels, E., & Wright, J. (2013). Three
nursing interventions' impact on HCAHPS scores. J Nurs Care Qual,
28(4), 327334. doi: 10.1097/NCQ.0b013e31828b494c. Wagner, D., &
Bear, M. (2009). Patient satisfaction with nursing care: A concept
analysis within a nursing framework. J Adv Nurs, 65(3), 692701.
doi: 10.1111/j.1365-2648.2008.04866.x.