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Improving Patient Improving Patient Satisfaction Scores Through Satisfaction Scores Through
Physician CommunicationPhysician Communication
TeQ4: Huntington Veterans Administration Medical Center
Denise Stombock/Jo Ellen Perry
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BackgroundBackground 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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The Satisfaction SurveyThe 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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Communication about MedicineCommunication about Medicine
Composite Composite
Question 1
Before giving you any new medication,
how often did hospital staff tell you what
the medication
was for?
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?
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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GoalGoal
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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ProblemsProblems
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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FindingsFindings
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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Satisfaction ScoresSatisfaction Scores
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ObjectivesObjectives
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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MethodsMethods 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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Administrative support
Strengthening the patient-provider partnership
Implementing the PDSA model of quality improvement will increase the success of this project.
Success Factors Lessons Learned
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Future GoalsFuture Goals
Education on patient satisfaction surveys and word scripting will be added to new physician orientation.
Ongoing assessment to:Review the scoresTrack educationDirect Observation/Secret Shopper
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ReferencesReferences
Survey of Healthcare Experiences of Patients (SHEP)
2014 Joint Commission National Patient Safety Goals
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THE ENDTHE END