patient satisfaction optimization
DESCRIPTION
Patient Satisfaction Optimization. Linda Shin, MPH Clinical Safety & Effectiveness. Team Members. Sponsor: Randy Urban, MD Astrud Leyva, MD Beverly Mizell, RN Corrin Le Vasseur, MPA Deven Barriault, RN Jennifer Zirkle, RN Linda Shin, MPH Lindsay Sonstein, MD. Background. - PowerPoint PPT PresentationTRANSCRIPT
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Working Together to Work Wonders.
Patient Satisfaction Optimization
Linda Shin, MPH
Clinical Safety & Effectiveness
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Working Together to Work Wonders. 2
Team Members
Sponsor: Randy Urban, MD
Astrud Leyva, MD
Beverly Mizell, RN
Corrin Le Vasseur, MPA
Deven Barriault, RN
Jennifer Zirkle, RN
Linda Shin, MPH
Lindsay Sonstein, MD
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Working Together to Work Wonders. 3
Background
• UTMB measures patient satisfaction levels using Press
Ganey surveys
• Patient satisfaction optimization team reviewed past
Press Ganey survey results and identified “Blood Draw” as
an area in need of improvement
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Working Together to Work Wonders. 4
What Were We Trying To Accomplish?
Aim StatementIncrease patient satisfaction mean scores by 1.0 point for the Press Ganey question, “the courtesy of person who drew blood’, for units 9D (Transplant) and 10C (Acute Care for Elders) for July and August 2010.
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Working Together to Work Wonders. 5
Baseline: Acute Care For Elders (ACE) Unit
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Working Together to Work Wonders.
Baseline: Transplant Unit
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Working Together to Work Wonders.
Process Mapping
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Working Together to Work Wonders.
Flow Diagram
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Working Together to Work Wonders.
Fishbone Diagram
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Working Together to Work Wonders.
Brainstorm
• Met with the stakeholders
o Nursing Staffo Lab managemento All inpatient phlebotomists
• Reviewed and analyzed patients’ comments included in
Press Ganey survey results
• Multiple list serve queries
o University Hospital Consortiumo American College of Healthcare Executives
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Working Together to Work Wonders.
Matrix of Possible InterventionsEase of
Implementation
Easy
Posting Patient Satifaction scores on the units
Flyer/tent card with educational Info to give to patients regarding blood draw by phlebotomists
Low Impact/Easy Medium Impact/Easy High Impact/Easy
RN explanation of blood draw/education
Role Playing Exercise with Phlebotomists
PCT & Phlebotomy Coordination
Low Impact/Moderate Medium Impact/Moderate High Impact/Moderate
Nurse & Phlebotomy AIDET training/Scripting 10 PM Blood Draw
Low Impact/Difficult Medium Impact/Difficult High Impact/Difficult
Difficult
Low Potential Impact High
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Working Together to Work Wonders.
Project Plan
1. Tent cards (English and Spanish)
2. AIDET training for phlebotomists (Acknowledge, Introduce, Duration, Explanation, and Thank You)
3. Patient education
4. Coordination of vital signs and blood draw on ACE unit
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Working Together to Work Wonders.
Secondary Interventions
1. Tent Cards
• Added a note for patients to score us on Press Ganey
• Laminated the cards
• Housekeeping, patient advocates, and unit nursing staff were all involved in keeping the tent cards at the patients’ bedside
2. Patient education was provided during the admission process
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Working Together to Work Wonders.
Results – ACE Unit (92.50)
mean = 86.66 mean = 90.26
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Working Together to Work Wonders.
Results – Transplant Unit (80.71)
mean = 88.51 mean = 85.42
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Working Together to Work Wonders.
Discussion
We found significant differences in the outcomes at these two units. One of the contributing factors was the differences in the patient population. Another may be that the transplant unit was less frequently staffed by UTMB nurses.
For future patient satisfaction initiatives, it will be important to have representatives from each specialty to arrive at best solutions and improvement initiatives.
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Working Together to Work Wonders.
Barriers And Challenges
•More agency nurses than expected worked on the Transplant Unit
•Tent cards were thrown away
•Coordination between PCTs and phlebotomists was not always feasible
•Delays in obtaining reliable Press Ganey survey results
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Working Together to Work Wonders.
Next Steps
•Work with UTMB Organizational Effectiveness, Training, and Recognition department to continue AIDET training for all inpatient nurses and new phlebotomists.
•Work with Patient Services to create appropriate signs/posters for each unit to increase the number of returned surveys.
•Provide in-service for nurses to educate patients regarding phlebotomy.
•Recommend to laboratory operations to utilize a standard schedule for phlebotomy activity and to coordinate with other morning activities at each unit.
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Working Together to Work Wonders.
Return On Investment
Year 1
Costs $21, 179
Benefit* ---
Annual Net Benefit ($21,179)
Cumulative Benefit ($21,179)
*Satisfaction leads to patient loyalty, and increased loyalty is the single most important driver of long term financial performance. Jones and Sasser
**More frequent blood draws may lead to lower satisfaction level and higher cost
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Working Together to Work Wonders.
Conclusion
•We CAN improve our patients’ satisfaction!
•Hospital stays are full of surprises and it is important to let patients know what to expect during their stay.
•Institutions may need specialty- and patient population-specific initiatives to address patient satisfaction.
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Working Together to Work Wonders.
Acknowledgment
•Susan Seidensticker
•Lab Management:
Bert Nash Ricardo Segura Theresa Friloux
•Patient Advocates
Tony Armenta Jeanette
Mancha
•Phlebotomy Team
•Transplant and ACE unit staff
•Environmental Services
•OETR
Bob Scott and Martha Livanec
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Working Together to Work Wonders.
Questions?
“To improve is to change. To be perfect is to change often.” - Winston Churchill