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Annual ed patient satisfaction6 2010

Annual ed patient satisfaction6 2010







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    Annual ed patient satisfaction6 2010 Annual ed patient satisfaction6 2010 Presentation Transcript

    • Patient Satisfaction
      • We care about patient & customer satisfaction!
      • Our Hospitals utilize Press Ganey to survey both inpatients and outpatients and Professional Research Consultants (PRC) to survey ambulatory surgery and emergency department patients. A sample of randomly selected patients receive either a survey at home after leaving the hospital or a telephone survey.
      • We compare ourselves to other Large Medical Centers around the country.
      • As of the second quarter - 2009
      • University Hospital – St. Paul inpatient ranked at the 81st percentile among the Press Ganey Large Hospital Data Base.
      • University Hospital – Zale Lipshy inpatient ranked at the 99th percentile among the Press Ganey Large Hospital Data Base.
    • Press Ganey Survey Process Records uploaded Surveys mailed to patients Patient completes survey Surveys returned to Press Ganey Surveys scanned and data entered into database Reports generated
    • Press Ganey Survey
      • Background Questions
      • Analysis Questions
      • Sections ordered by experience of care
      • Comment Lines
      • University Hospitals participates in the Centers for Medicare and Medicaid Services (CMS) Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS), a government-sponsored healthcare quality survey in conjunction with the Press Ganey survey instrument.
      • The HCAHPS Survey is used by consumers as a comparison tool for choosing between providers.
      • The national results are available on-line at < www.cms.gov >
      • The patient’s experience is defined by 7 domains.
        • Care from nurses
        • Care from doctors
        • Responsiveness of hospital staff
        • Pain control
        • Communication about medicine
        • Cleanliness of hospital
        • Discharge information
    • Summary
      • There are survey questions that relate to the admissions process, care and treatment while a patient, food services, housekeeping, the facility and the patient’s overall experience with us.
      • Ask your manager what the recent scores are for the hospitals and for your work area. Be sure you know your team’s action plan to improve patient/family satisfaction.
      • Everyone plays a part. Make sure you know your role in patient satisfaction!
    • Patient Satisfaction - 2010
      • Emphasis on TEAMWORK
      • Teams aren’t just groups of people; teams don’t just happen. We must
      • build them. Teamwork means people
      • cooperating and working together to provide
      • the best care for our patients.
    • Importance of Teamwork for Us!
      • Why teamwork? Because it improves:
      • quality of care for our patients;
      • safety of our patients;
      • our patients’ experience – patients know that we are coordinating their healthcare;
      • productivity – when we work together, we are almost always faster.