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Patient Satisfaction

Patient Satisfaction. St. Luke’s Hospitalist Program IHS Leadership Symposium April 17, 2012. Assessment—Press Ganey Results. Problems with current survey No provider name on survey

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Patient Satisfaction

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  1. Patient Satisfaction St. Luke’s Hospitalist Program IHS Leadership Symposium April 17, 2012

  2. Assessment—Press Ganey Results • Problems with current survey • No provider name on survey • Which physician is getting the marks: multiple physicians see one patient (admitting hospitalist, discharging hospitalist, consultants) • “Dr. X (consulting gastroenterologist) was terrible and was in and out in 2 minutes, but the hospitalist was superb and answered all of my questions and really spent time with me.” • Can’t get individual physician feedback • Percent returned

  3. Assessment—Feedback from patients • Focus Groups • Past patients providing feedback about hospitalists • Two key themes: • 1. Didn’t know what a hospitalist was • 2. Handoffs difficult • Patient Advisory Council • Shared results with providers (written and videotape): hearing the patient voice

  4. Action Plan—Getting the right data • New survey • Hospitalist specific survey • Pictures (and names) of two hospitalists who saw the patient the most • Provider specific data

  5. Action Plan—What is a Hospitalist? • Marketing: • Article in the newspaper, article in Healthbeat magazine, Physician Practice article • TV commercial: 60 sec commercial during KCRG News • Also plays on hospital channel for patients • On St. Luke’s Hospitalist website • Name badge extenders, lab coats • Posters of “Expect to see a hospitalist” • In patient rooms • In office exam rooms of participating primary care providers

  6. Action Plan—What is a Hospitalist? • Scripting • What providers say • What hospitalist nurses say • What floor nurses say

  7. Action Plan—Handoffs • Scripting • After overnight admission • When going off-service • Communicating amongst consultants • Posters in room: laminated team photos with easy-erase markers • Hospitalist nurses to maintain patient continuity even though docs change • Homecoming Calls

  8. Physician Incentives • Incentive • Physician bonus: mean score on one single question, “How well did your physician keep you informed?” • Quarterly bonus based on team results, with eventual plan for both team and individual bonuses

  9. Future Direction • Audits • Did they shake the patient’s hand? Explain what a hospitalist is? Connect the PCP? Connect to other hospitalist? Hospitalist specific survey implementation • Provider specific results • Individual and team data; blinded, unblinded • Incentive for other team members (nurses, ARNPs) • Engaging other areas of healthcare experience to further improve (nursing, techs, other consultants, etc.)

  10. Questions? Tracy Reittinger, MD ReittiTM@crstlukes.com Ryan Sundermann, MD SunderR2@crstlukes.com Carolyn Barko BarkoCF@crstlukes.com Sandy McIntosh McintoSL@crstlukes.com

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