patient satisfaction report february 2013 fytd › pub › patient-family-engagement ›...
Post on 07-Jun-2020
0 Views
Preview:
TRANSCRIPT
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
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%
Threshold (85%) Target (90%) High Performance (95%)
Physician Office - CGCAHPS Surveying Area
Overall
Rating
Willingness to
Recommend
Follow Up
on
Test Results
Access to Care Provider
Communication
Office Staff
Courtesy and Respect
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%
Threshold (85%) Target (90%) High Performance (95%)
Physician Office - CGCAHPS
Surveying Area Overall Rating Willingness to
Recommend
Follow Up
on
Test Results
Access to Care Provider
Communication
Office Staff
Courtesy and Respect
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%
Threshold (85%) Target (90%) High Performance (95%)
Physician Office - CGCAHPS
Surveying Area Overall Rating Willingness to
Recommend
Follow Up
on
Test Results
Access to Care Provider
Communication
Office Staff
Courtesy and Respect
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%
Threshold (85%) Target (90%) High Performance (95%)
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
89.32 44th Below Threshold
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
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
88.70 89.33 90.99
Outpatient Behavioral Health
Inpatient Behavioral Health
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
93.53 94.40 96.70
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
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
93.57 95th Exceeded High Performance
9 North 88.22 75th Met Threshold
Ambulatory Surgery
Pediatrics Surgery
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
94.41 94.66 95.32
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
Ambulatory
Surgery
91.66 12th Below Threshold
Surveying Area
FYTD
Mean Score
FYTD
Percentile
Results
Pediatric
Surgery
94.41 75th Met Threshold
Outpatient
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
93.23 93.51 94.24
Surveying Area
FYTD
Mean Score
FYTD
Results
Mammography
Services
95.77 98th Exceeded High Performance
OT 87.13 1st Below Threshold
Speech Therapy 96.07 99th Exceeded High Performance
Sports Medicine
PT
90.44 16th Below Threshold
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
89.44 5th Below Threshold
Sleep Lab 88.09 1st Below Threshold
Gamma Knife 93.98 87th Exceeded Target
Threshold (75th Percentile) Target (80th Percentile) High Performance (90th Percentile)
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
top related