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© 2004 By Default!
Improving Patient Satisfaction Scores Through Physician Communication
TeQ4: Huntington Veterans Administration Medical Center Denise Stombock/Jo Ellen Perry
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Slide 1
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Background
Patient satisfaction is essential to the patients ability to manage their care at home.
Research has identified a clear link between patient outcomes and patient satisfaction.
Improper administration of medications in the home setting can lead to hospital admissions.
National Patient Safety Goal-NPSG.03.06.01
Record and pass along correct information about a patient’s medicines.
Find out what medicines the patient is taking.
Compare those medicines to new medicines given to the patient.
Make sure the patient knows which medicines to take when they are at home.
Tell the patient it is important to bring their up-to-date list of medicines every time they visit a doctor.
Also known as Medication Reconciliation.
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Slide 2
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The Satisfaction Survey
Patient satisfactions surveys are sent to patients randomly after discharge.
Not all patients receive a survey.
Not all patients who receive a survey fill out the survey.
Review sample survey.
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Slide 3
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Communication about Medicine
Composite Question 1 Before giving you any new medication, how often did hospital staff tell you what the medication was for?
Question 2 Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?
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Slide 4
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Goal
Aim Statement: The Huntington VAMC will increase patient satisfaction scores related to the Communication about Medication on discharge by 10% by the end of Q4 FY15.
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Slide 5
Problems
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Continued decrease in patient satisfaction scores related to Communication about Medication.
Survey is lengthy and time consuming.
Patients do not understand what the questions are asking.
Physicians often do not communicate on a level the patients can understand which can lead to the patient not realizing the medications instructions were discussed.
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Slide 6
Findings
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Patient satisfaction scores in the area of Communication about Medication have consistently decreased over the past three years.
Physicians are unaware of the wording related to the questions on the patient satisfaction survey about discharge medications.
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Slide 7
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Satisfaction Scores
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Slide 8
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Objectives
Program Objectives
By the end of Q4 FY15, 90% of the discharging physicians will be able to appropriately communicate the process regarding new discharge medication to the patients.
Apply a standardized “word scripting” to utilize with new discharge medication.
Patients will understand/recognize newly prescribed medication at discharge.
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Slide 9
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Methods
Develop a standardized “word scripting” to be used on discharge.
Face to Face meetings with physicians.
Review the two questions the patients are asked on the survey regarding Communication about Medication Composite.
Review the patient satisfaction scores with the physicians.
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Slide 10
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Success Factors Lessons Learned
Administrative support
Strengthening the patient-provider partnership
Implementing the PDSA model of quality improvement will increase the success of this project.
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Slide 11
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Future Goals
Education on patient satisfaction surveys and word scripting will be added to new physician orientation.
Ongoing assessment to:
Review the scores
Track education
Direct Observation/Secret Shopper
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Slide 12
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References
Survey of Healthcare Experiences of Patients (SHEP)
2014 Joint Commission National Patient Safety Goals
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THE END
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