1. Improving
Patient’s
Experience in 7W
WPLC
Marquez, G., Sands, C., Kemerley, P.,
Walczak, D., De Asis, A.

2. Purpose
• To evaluate patient satisfaction
rate in 7 West
• To develop tools in measuring
patient satisfaction

3. Background
Clark (2006) mentioned four elements of discharge
process that influence patients' overall satisfaction are
“patients' readiness to be discharge, speed of
discharge process, home care instructions, and
coordination of care across the continuum.” (p. 2)
DHHS (2011) recommended valid, reliable measures are
the cornerstone of monitoring quality improvement
efforts. In order to achieve the quality improvements
envisioned by the National Quality Strategy, data on
care delivery and outcomes should be measured.
Quality improvement can be measured by asking
patients for feedback through survey forms. Patient
satisfaction is also link to financial benefits. In fact, Clark
(2006) mentioned that “discharge is significantly related
to earnings per bed. For earnings per bed, the dollar
amount associated with a one-point gain or loss (e.g.
Moving from an average rating of good= 3 points, to a
very good= 4 points) in satisfaction is $4980.” (p. 6)

4. Discharge Process
Readiness
Coordination
Speed DischargeProcess of care
Home care
instructions
Clark, PA (2006). Patient Satisfaction and the Discharge Process Evidence-Based Best Practices.
Retrieved on 08/28/12 from www.hcmarketplace.com/supplemental/4069_browse.pdf

5. Procedure/Methods
Patient Satisfaction Survey was developed
based on Press Ganey’s previous study. 52
patients answered the Patient Satisfaction
Survey, and 16 patients answered the
Discharge Process survey. Patient Surveys were
confidential. Nurses were instructed to
use/prepare the 7WPLC Packet (Information
brochures), Depart Process (these include
Discharge Instructions and Patient Education
print-out), and the Survey form. When
discharging a patient a nurse should make use
of the four elements of the discharge process.
After the discharge process, a survey form will
be given to a patient.

6. Procedure/Methods
Survey forms were used as a tool to collect data.
Data collections were from patients of 7West
WPLC with different disease case mix and
diagnosis. Survey forms were collected upon
discharge and satisfaction rate were measured
using a Likert Scale:
Satisfaction Rate Per Provider Group
4 -very good, 3- good, 2- satisfactory, and 1-
unsatisfactory.
Discharge Process Satisfaction Rate
4- strongly agree, 3- agree, 2- disagree, 1- strongly
disagree.
We also included additional comments to
identify perceptions of patients regarding quality
of care especially during the discharge process.
Data collection is within 3 months.

7. Results
• Nurses ranked first (95.67%) in the Patient Satisfaction
Survey among the four professionals. Next is the ancillary
staff (93%), followed closely by nurse techs(92.79%), and
lastly the physicians (92.16%).
• The nurses were rated satisfactory by (5.77%) of the
respondents, while the rest answered either good
(5.77%) or very good (88.46%). Nurse Techs were
assessed as very good (80.77%), good (11.54%) or
satisfactory (5.77%) but had (1.92%) unsatisfactory
evaluation. The ancillary staff were not rated as
unsatisfactory and received (79.59%) very good and
(12.24%) good ratings. The physicians were rated as very
good by (80.39%) of the respondents, good by (9.8%),
satisfactory by (7.84%), and unsatisfactory by (1.96%).

8. Results
• For the discharge process questionnaire, both the home
instruction and team coordination(93.75%) ranked first,
followed by readiness to be discharged(92.19%) and
lastly by the speed of discharge(89.06%). A total of 16
respondents answered the discharge process
questionnaire.
• For the first question, all respondents agreed (31.25%) or
strongly agreed (68.75%) that they felt ready to be
discharged. For the second question, only 1 disagreed
(6.25%) that the discharge occurred within a reasonable
period of time, while the rest agreed (31.25%) or strongly
agreed(62.5%). Question three and four have the same
results: respondents agreed (25%) and strongly agreed
(75%) regarding clear home instructions and
coordination of care.

9. Satisfaction Rate Per
Provider Group
Ancillary Staff
Nurse Techs
Series1
Nurses
Physicians
90.00 91.00 92.00 93.00 94.00 95.00 96.00

10. Discharge Process
Satisfaction Rate
"I felt as though the medical staff and support services
worked together well to address my healthcare needs."
"My home-care and follow-up insturctions were clear and
thorough."
Series1
"My Discharge Occurred Within A Reasonable Period of
Time"
"I Felt Ready to Be Discharged From the Hospital"
86.00% 87.00% 88.00% 89.00% 90.00% 91.00% 92.00% 93.00% 94.00%

11. Conclusions
• Patients of 7 west were satisfied with the service
they received.
• The speed of discharge can be improved to
increase patient satisfaction of the discharge
process.

12. Recommendations/Limitations
• small sample size
• effects of demographics: gender, age, level of
education, length of stay, medical complexity
• comparison of the authors questionnaire to the
Press Ganey questionnaire

13. Implications to Practice
• Nurses will understand the importance
of the quality discharge process to
increase satisfaction rate
• Nurses will be able to implement quality
improvement projects such as patient
satisfaction survey to contribute to quality
care
• Nurses will make use of the four essential
elements of the discharge process

14. References
Clark, PA (2006). Patient Satisfaction and the Discharge Process Evidence-Based
Best Practices. Retrieved on 08/28/12 from
www.hcmarketplace.com/supplemental/4069_browse.pdf
Rau, J. (2012). Medicare To Penalize 2,211 Hospitals For Excess Readmissions.
Retrieved from http://www.kaiserhealthnews.org/Stories/2012/August/13/medicare-
hospitals-readmissions-penalties.aspx?goback=.gde_144864_member_146634479
Branz, K. (2011). Patient Surveys Help Improve Care and Satisfaction. Retrieved from
http://www.healthshare-tha.com/resources/best-
practices/c009texashospitalsbestpractices/BP_MayJune%202011.pdf
Daniels, A. (2001). Crossing the Quality Chasm; A New Health System for the 21st
Century. Retrieved from http://www.iom.edu/Reports/2001/Crossing-the-Quality-
Chasm-A-New-Health-System-for-the-21st-Century.aspx
Wu, C. et al. (2001). Measurement of Patient Satisfaction as an Outcome of
Regional Anesthesia and Analgesia: A Systematic Review. Retrieved from
http://www.ncbi.nlm.nih.gov/pubmed/11359218
Leitheiser, R. (2001). Data Quality in Health Care Data Warehouse Environments.
Retrieved from http://www.hicss.hawaii.edu/HICSS_34/PDFs/HCIST01.pdf
DHHS (2011). National Strategy for Quality Improvement in Health Care: Report to
Congress. Retrieved from
http://www.healthcare.gov/law/resources/reports/quality03212011a.html
Press Ganey (2010). Press Ganey Knowledge Summary: Patient Satisfaction with
Emotional and Spiritual Care. Retrieved from
http://hmablogs.hma.com/hmachaplains/files/2010/05/Press-Ganey-Patient-
Satisfaction.pdf

15. Appendix
7-West Walter Payton Liver Center
Staff Performance and Discharge Survey
As a patient on 7-West, we value your opinions and comments to improve patient care.
We want to know about your experience on the unit, including your discharge process. We are seeking your
input on ways we can improve our practices and provide better patient care. Please complete the following
survey to help us improve our services and better assist you with your future needs. Thank you for choosing the
University of Illinois Hospital and Health Sciences System.
How do you rate the services of the following staff? Please circle one:
Physicians ------------- Very Good Good Satisfactory Unsatisfactory
Nurses ------------------- Very Good Good Satisfactory Unsatisfactory
Nurse Technicians ------ Very Good Good Satisfactory Unsatisfactory
Ancillary Staff (Transporters, Very Good Good Satisfactory Unsatisfactory
Housekeeping, Dietary and others)
Please rate your agreement with the following statements related to your
discharge process by circling one of the options below:
I felt ready to be discharged from the hospital.
Strongly Agree Agree Disagree Strongly Disagree
My discharge occurred within a reasonable period of time.
Strongly Agree Agree Disagree Strongly Disagree
My home-care and follow-up instructions were clear and thorough.
Strongly Agree Agree Disagree Strongly Disagree
I felt as though the medical staff and support services worked together well to address my healthcare needs.
Strongly Agree Agree Disagree Strongly Disagree
Any additional comments you would like to share with us, please include them on the reverse side.