Group 9 Achieving and Measuring Patient Satisfaction
Achieving and Measuring Patient SatisfactionGroup 9:Elisabeth AdunlinMarie AntioneMarina AwadDrakeria Barr
Learning objectives Identify four conceptualizations of Pt. satisfaction The importance of Pt. Centered care Factors that lead to Pt. Satisfaction The categories of the Echo Model Issues that should be addressed Factors to be considered
Achieving and Measuring SatisfactionQuality Patient care is the goal of theU.S. Healthcare System.Pharmacist are well positioned topromote quality healthcare productsand services.Patient satisfaction is a key to qualityindicator in Pharmacy and other
Achieving and Measuring PatientSatisfaction This space has been left blank forvideo presentation
What is Patient Satisfaction? Why evaluate or measure patient satisfaction?
Patient SatisfactionRefers to the degree to which a consumerperceives a healthcare good or service to bevaluablebeneficialusefulappropriate, and effective
Patient SatisfactionTo evaluate the performance level ofhealthcare services, and providers.To identify gaps or deficits in serviceprovision to meet patient needs.To implement improvement strategies inresponse to the gaps or deficit.
Patient SatisfactionTo evaluate the performance level ofhealthcare services and providers.To identify gaps or deficits the provision ofservice to the consumer.Implement improvement strategies inresponse to the deficiencies.
Pharmacy Quality Indicators Important tools used to evaluate the qualityof health services.Used to reflect Adherence and use ofappropriate medication in a selected Pt.population.Adherence in pts with diabetes ordyslipedimia
Pharmacy Quality IndicatorTable 12-1 : Pharmacy QualityIndicatorType of Indicator ExampleProportion of Days Covered The percentage of patients who were dispensed a diabetes medication and were estimated to have medication at least 80% of the measurement period. (Refilled late)Gaps in Therapy The percentage of patients receiving medication for dyslipidemia who experience a significant gap in therapy (>30 days). (refill missed)Suboptimal Control or Treatment The percentage of patients with persistent asthma who were dispensed more than five canisters of a short beta-2 agonist over a 3 months period. (Poor control)High-Risk Medications The percentage of patients over the age of 65 years who received one or more prescriptions for a high-risk medication. (Inappropriate use)
The Pharmacy Quality AllianceA collaboration of association and industryrepresentatives.Reflect AdherenceAppropriate use of medicationAssess effects of pharmacist on patient carePatient Satisfaction
Patient SatisfactionKey CharacteristicsRelationship to other outcomesApproaches to measuring patient satisfaction
Patient Quality IndicatorsInternal Stakeholders:- Stakeholders are people who have a vested interest in the company. They are all effected by wages and job stability..External Stakeholders:- They are involved with the company but not employed directly by
Table 12-2: Examples of PharmacyStakeholdersPharmacy type External Internal Stakeholders StakeholdersCommunity Patients and family Pharmacists Physicians and Technicians nurses Clerks Pharmacy benefit Others employees managers Third-party PayersHospital Other customers Patients Pharmacy staff Third-party payers Physicians and Auditors nurses Patient family and Hospital friends Managers Others hospital
Conceptualization of Pt. SatisfactionDeveloped by Schommer and Kucukarslan.Describe Four Service- RelatedConceptualization of Pt. Satisfaction.Pharmacy Organizations:-Community pharmacyClinic Pharmaciesuse conceptualization approach to addressor assess patient satisfaction.
Four Service –Related ConceptualizationPerformance Evaluation:Refers to the determination of satisfaction withcharacteristics of a Particular Service orPhysical environment. E.g. Interaction with the Pharmacist orLocation of the pharmacy
Four Service –Related ConceptualizationAffect Based Assessment:-Refers to the emotional reaction such aspleasure or displeasure of a consumer mayexperience as a result of the service.
Four Service –Related ConceptualizationDisconfirmation of Expectation:A Psychological process in which consumersevaluate gap between their expectationsregarding a service, and their perceptions ofthe actual experiment of the service.
Four Service –Related ConceptualizationEquity Bases Assessment:-Refers to a consumer’s perception of fairnessin the provision of services including inputsand outcomes generally based oncomparison to another individuals serviceexpansion.
Table 12-3: Conceptualization of Patient SatisfactionConceptualization Focus Strengths WeaknessesPerformance Salient Can Evaluate Characteristics are selected by theEvaluation specific inquirer/researcher, which might limit Characteristics of characteristics of a patients in their expression of service service concerns, the process of evaluation is not assessed; the measure might be invalid if the service is ambiguous to respondentsDisconfirmation Cognitive Appraisal Provides an Standardization of key variables andof Expectations of a service understanding of processes has not been achieved; experience the psychological results are sensitive to the type and process of service level of the expectations used for the evaluation studyAffect-Based Emotional response Allows the Provides a limited view of consumerAssessment to a service and investigation of the evaluation of services; might be resultant consumer emotional applicable to discrete service actions responses to encounters but not to long-term services; evaluations particularly useful when consumer expectations are not formed or used for service EvaluationEquity-Based Fairness in what is Allows Assumes that fairness is the keyAssessment gained compared investigation of the determinant of patient satisfaction; few with what it cost the relationship examples of measures for pharmacy consumer between inputs and are available; measures are cognitively outputs of complex for respondents consumer and provider
Conceptualization of Patient SatisfactionA Pharmacy Organization such as: Community Pharmacies Clinic Pharmacies May address one or more of these conceptualizations when assessing patient satisfaction.
Conceptualization of Patient SatisfactionDepends on the question theOrganization’s attempts to answer inregards to pt. satisfaction. E.g. What are our pt’s feelingsregarding our service to them?
Conceptualization of Patient SatisfactionThe Type of conceptualization useddepends on the target or the objective ofthe organization and the resultsexpected.
ECHO MODELECONOMICCLINICALHUMANISTIC OUTCOMESMul$modal approach to evalua$ng value and quality of a healthcare good, product, or service
ECONOMIC APPROACH DIRECT COSTS Costs associated with paying for medical care INDIRECT COSTS Result from morbidity and mortality INTANGIBLE COSTS Nonﬁnancial outcomes; cannot be expressed in monetary terms