Patient Satisfaction Report February 2013 FYTD › pub › patient-family-engagement › service... · Patient Satisfaction Report February 2013 FYTD Georgia Regents Medical Center

Patient Satisfaction Report

February 2013

FYTD

Georgia Regents Medical Center

Department of Patient Engagement

Health Care Champion

Karla Gartrell, Senior Nurse Secretary for Adult Inpatient Neuroscience, has been selected as the next Health Care Champion. Karla is very cheerful and offers a pleasant encounter to everyone she meets. Most recently, she has assisted with a new communication pilot on 3 West in which patients on the unit receive morning announcements over the “nurse call” function in their rooms. Starting at 9 a.m. every morning, she briefly announces the weather, date and time, quote of the day, and a “this day in time” history briefing. This new communication feature gives patients’ a sense of normalcy during their hospital stay.

Meet our Champions

http://www.georgiahealth.edu/qualitycare/heroes.html

Overall

Rating

Willingness

to

Recommend

Communication

with

Nurses

Communication

with Doctors

Communication

about

Medications

Responsiveness

of

Hospital Staff

Discharge

Information

Pain

Management

Cleanliness

of Hospital

Environment

Quietness

of Hospital

Environment

67% 71% 75% 77% 64% 56% 83% 67% 66% 63%

Executive Summary

Adult Inpatient (HCAHPS)

Physician Office (CGCAHPS)

Threshold (85%) Target (90%) High Performance (95%)

Overall

Rating

Willingness to

Recommend

Follow Up

on

Test Results

Access to Care Provider

Communication

Office Staff

Courtesy and Respect

82% 89% 75% 58% 89% 89%

Slides 3-7 represent CAHPS (Adult Inpatient and Physician Office)

scores only. Avatar survey results are reported on slides 8-12.

Inpatient - HCAHPS

Surveying

Area

Overall

Rating

Willingness

to

Recommend

Communication

with

Nurses

Communication

with

Doctors

Communication

about

Medications

Responsiveness

of

Hospital Staff

Discharge

Information

Pain

Management

Cleanliness

of Hospital

Environment

Quietness

of Hospital

Environment

3 NSC

70% 72% 70% 69% 58% 57% 81% 59% 73% 61%

4 South

70% 70% 72% 74% 61% 45% 83% 67% 61% 63%

4 West

64% 67% 74% 83% 65% 58% 90% 68% 67% 63%

5 North

69% 79% 81% 79% 72% 66% 86% 76% 74% 71%

5 South

BMT

78% 73% 83% 76% 70% 59% 91% 72% 75% 57%

5 West

60% 63% 67% 80% 59% 41% 81% 59% 48% 57%

6 Card

Tele

75% 75% 80% 80% 67% 63% 83% 64% 67% 61%

6 South 60% 68% 71% 78% 62% 51% 83% 56% 67% 57%

7 Med 68% 72% 77% 81% 63% 54% 84% 70% 63% 58%

8 ADT 66% 77% 84% 85% 81% 71% 88% 79% 71% 88%


Physician Office - CGCAHPS Surveying Area

Overall

Rating

Willingness to

Recommend

Follow Up

on

Test Results


Communication

Office Staff


Adult Neuroscience

Clinic

84% 91% 72% 58% 90% 94%

Allergy Clinic 77% 92% 58% 65% 93% 68%

Cancer Center 91% 93% 81% 69% 92% 90%

Cardiology Clinic

83% 92% 75% 69% 91% 89%

Coumadin Clinic

87% 95% 99% 81% 94% 90%

Dermatology Clinic

89% 92% 93% 56% 92% 92%

Dermatology Surgery

95% 95% 99% 52% 91% 94%

Endocrine Clinic

71% 84% 63% 56% 88% 86%

Eye Care Services

80% 91% 86% 60% 91% 87%

Family Medicine

75% 75% 83% 39% 84% 79%

GI Medicine Clinic

69% 80% 47% 43% 83% 81%

Infusion 88% 91% 95% 68% 94% 91%

Internal Medicine

88% 91% 74% 60% 97% 87%

Medicine Continuity

Clinic

74% 76% 68% 37% 78% 91%


Physician Office - CGCAHPS

Surveying Area Overall Rating Willingness to

Recommend

Follow Up

on

Test Results


Communication

Office Staff


Medicine IV 84% 89% 50% 53% 90% 93%

Nephrology Clinic

72% 83% 51% 57% 82% 88%

MS Clinic 82% 91% 81% 48% 91% 97%

Orthopedic Clinic

79% 80% 80% 65% 81% 90%

ENT Clinic 74% 87% 75% 68% 83% 94%

PRE-Kidney 80% 88% 66% 80% 94% 99%

Post-Transplant Clinic

89% 95% 85% 70% 92% 91%

Pain Management

76% 83% 99% 42% 79% 91%

Plastic Surgery Clinic

82% 86% 54% 66% 88% 94%


Physician Office - CGCAHPS

Surveying Area Overall Rating Willingness to

Recommend

Follow Up

on

Test Results


Communication

Office Staff


Pulmonary Medicine Clinic

82% 92% 91% 59% 90% 79%

Rheumatology Clinic

85% 92% 77% 58% 93% 76%

Senior Center 92% 93% 82% 59% 95% 93%

Sports Medicine Clinic

89% 93% 84% 51% 92% 93%

Surgery 86% 91% 66% 59% 90% 92%

Trauma Surgery Clinic

99% 99% 99% 53% 96% 99%

Urology Clinic 68% 80% 63% 49% 80% 93%

Women's Health 84% 87% 68% 54% 91% 87%


Pediatric Inpatient

Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)

92.65 93.33 95.11

Surveying Area

FYTD

Mean Score

FYTD

Percentile

Results

5C 93.65 82nd Exceeded Target

4C 86.26 18th Below Threshold

PICU 89.56 46th Below Threshold

PICU Touch

Station

82.88 4th Below Threshold

NICU 89.93 50th Below Threshold

NICU Touch

Station


Surveying Area

FY 12

Mean Score

FYTD

Percentile

Results

PEME (Peds) 92.63 95th Exceeded High Performance

EDOU (Obs) 75.91 1st Below Threshold

EMER (Adult) 76.86 1st Below Threshold

ED Touch Station 75.45 1st Below Threshold

Emergency


88.70 89.33 90.99

Outpatient Behavioral Health

Inpatient Behavioral Health


93.53 94.40 96.70


88.11 88.98 91.28

Surveying Area

FYTD

Mean Score

FYTD

Percentile

Results

OP Behavioral

Health

98.45 94th Exceeded High Performance

Surveying Area

FYTD

Mean Score

FYTD

Percentile

Results

3 South


9 North 88.22 75th Met Threshold

Ambulatory Surgery

Pediatrics Surgery


94.41 94.66 95.32

Surveying Area

FYTD

Mean Score

FYTD

Percentile

Results

Ambulatory

Surgery


Surveying Area

FYTD

Mean Score

FYTD

Percentile

Results

Pediatric

Surgery

94.41 75th Met Threshold

Outpatient


93.23 93.51 94.24

Surveying Area

FYTD

Mean Score

FYTD

Results

Mammography

Services


OT 87.13 1st Below Threshold

Speech Therapy 96.07 99th Exceeded High Performance

Sports Medicine

PT


CAT Scan 92.43 57th Below Threshold

OB Ultrasound 88.47 1st Below Threshold

EMG 89.77 8th Below Threshold

Endoscopy 92.10 50th Below Threshold

PT 90.54 17th Below Threshold

GRTC 95.55 98th Exceeded High Performance

Outpatient

Surveying Area

FYTD

Mean Score

FYTD

Percentile

Results

ACC Lab 89.52 6th Below Threshold

Echocardiogram 94.22 89th Exceeded Target

EEG 87.53 1st Below Threshold

X-ray 91.74 41st Below Threshold

Radiology

Ultrasound


Sleep Lab 88.09 1st Below Threshold

Gamma Knife 93.98 87th Exceeded Target


93.23 93.51 94.24

Report Conventions

The following icons are used to convey the tone of patient feedback:

Positive Mixed Negative

Patient Experience Comments

4 Epilepsy: The nurses were very nice and the only positive thing about my stay. My doctor, Anthony Murro, was very rude and I didn’t feel comfortable or like I was being cared for. I was in a very scary situation and all I felt like was an experiment and not a person. Also, the food served wasn’t very good at all. It had no nutritional value whatsoever. I was happy my mom packed me something to eat. I had quite a horrible experience at this hospital and I sincerely hope to never go back.

4 South: I had an extremely positive experience at the hospital. I came in as an emergency to the trauma unit and let me tell you – that is a “well oiled wheel,” what terrific doctors took care of me. Unbelievable – unbelievable! I thank God for them for I was a very sick girl. There were some very brilliant and courteous doctors, attentive nurses, fun and capable staff.

5 West: I was taken care of beautifully. If I ever get sick again GHSU would be the only hospital that I would go to. Thank you very much.

6 Telemetry: I needed help from the social services dept. They did not try to help me.

7 South: The only complaint I have was the food was terrible. No flavor - just bland. No taste and I did not look forward to eating. Most of my food was thrown away. All of the staff was great.

Patient Experience Comments

Family Medicine: I always have a great experience at Family Medicine. My needs are always met. I

find the whole staff to be caring and compassionate. They all go above and beyond meeting my

needs. I would recommend Family Medicine to anyone. Thank you all.

GI Medicine: Dr. Satish Rao is an absolute God send. He is kind and very thorough and listens. He

has to be one of the most knowledgeable doctors I have met. I have seen 26 specialist to date

including the Mayo clinic. I have a rare genetic disease and have often left doctors' offices in tears. I

have never felt more confident or comfortable with a doctor than I have with Dr. Rao. He has given

me hope again.

MICU: More nurses can be added on the floors to give the nurses less patients to care for so their

concentration can be one-on-one care for their patients. I think they are responsible for one or two

patients more than they should be responsible for.

Pediatric Surgery: The waiting area before my son's surgery. It was over crowded and not enough for

little children to do.

Physical Therapy: Security in parking decks (at night) need to be visible. The only time I felt

uncomfortable was after dark in the parking deck. I never saw any security guards. I'm sure they

were there; I just didn't see them.

Improvement Ideas

With each and every encounter with a patient, the patient should be the "center of attention". The

"right amount of attention" measures the patient's perspective of whether or not you spent the right

amount of time with them, as well as how well you were engaged in the interaction, focused on the

patient. The patient should be focused with eye-to-eye contact, asked about needs, and questions

answered.

It is essential to educate patients about pain that they might continue to have at home and how to

best manage that pain. Patients should have detailed information regarding their medications.

Language barriers affect nurse to patient communication, especially when discussing clinical

concepts. Be sure your nursing admission process is effective in identifying the patient's preferred

language and adequately relays any potential communication issues to all nursing staff. Translators

will certainly be helpful to adequately convey clinical concepts and regularly check understanding

levels with the patient.

Asking the patient "how are you most comfortable?" or "what are you most worried about?" are

great entrees to conversation with the patient, and communicate a higher level of sensitivity to the

patient’s individual needs.

Remember to always acknowledge the patient and family members. Introduce yourself. Identify the

process for the duration of the visit. Explain information and procedures clearly. Thank the patient

and family for visiting GHSU. Also known as AIDET.

“Allow yourself to be a vessel for good work. Everyone has something amazing to share.”

- Unknown

http://www.searchquotes.com/quotation/Our_inner_strengths%2C_experiences%2C_and_truths_cannot_be_lost%2C_destroyed%2C_or_taken_away._Every_person_/31335/

Documents

Patient Satisfaction Report February 2013 FYTD › pub › patient-family-engagement › service... · Patient Satisfaction Report February 2013 FYTD Georgia Regents Medical Center