Real-time patient experience surveys of hospitalized medical patients

Journal of Hospital Medicine : an Official Publication of the Society of Hospital Medicine
Kimberly IndovinaMarisha Burden

Abstract

Real-time feedback about patients' perceptions of the quality of the care they are receiving could provide physicians the opportunity to address concerns and improve these perceptions as they occur, but physicians rarely if ever receive feedback from patients in real time. To evaluate if real-time patient feedback to physicians improves patient experience. Prospective, randomized, quality-improvement initiative. University-affiliated, public safety net hospital. Patients and hospitalist physicians on general internal medicine units. Real-time daily patient feedback to providers along with provider coaching and revisits of patients not reporting optimal satisfaction with their care. Patient experience scores on 3 provider-specific questions from daily surveys on all patients and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores and percentiles on randomly selected patients. Changes in HCAHPS percentile ranks were substantial (communication from doctors: 60th percentile versus 39th, courtesy and respect of doctors: 88th percentile versus 23rd, doctors listening carefully to patients: 95th percentile versus 57th, and overall hospital rating: 87th percentile versus 6th (P = 0.02 for overall difference...Continue Reading

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Citations

Jul 28, 2016·Epilepsy & Behavior : E&B·Lidia M V R MouraDaniel B Hoch
Jul 11, 2019·Journal of Nursing Care Quality·Elizabeth MayfieldSherri Mendelson
Sep 24, 2020·Journal of Hospital Medicine : an Official Publication of the Society of Hospital Medicine·Alan W DowRehan Qayyum
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Jan 19, 2021·Journal of Patient Experience·Rafina KhateebMarisha Burden
Sep 19, 2018·Mayo Clinic Proceedings. Innovations, Quality & Outcomes·Kristine T HansonCornelius A Thiels

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