This document discusses achieving and measuring patient satisfaction. It identifies four conceptualizations of patient satisfaction: performance evaluation, disconfirmation of expectations, affect-based assessment, and equity-based assessment. It describes how different pharmacy organizations may address one or more of these conceptualizations when assessing patient satisfaction, depending on their objectives. The document also discusses the ECHO model for evaluating the value and quality of healthcare, which takes an economic, clinical, and humanistic approach.
In this second of the series of questions and answers about the Partners for Change Outcome Management System and the challenges of public behavioral health, Mary Haynes, Ph.D. tackles cancelations and no shows and discusses how PCOMS can have a positive impact on missed appointment rates. For more information, visit the Public Behavioral Health page at www.heartandsoulofchange.com
What Is Client Directed Outcome InformedScott Miller
Client Directed Outcome Informed (CDOI) clinical work privileges the client's perspective and uses their feedback to guide treatment in a partnership between client and provider. Several mental health and substance abuse treatment organizations that have implemented CDOI report improved outcomes like higher retention rates and lower costs from reduced sessions and cancellations. Research shows involving clients in decisions about their treatment and focusing on whether treatment is working improves success rates by an average of 65%.
This is question 4 of a series of Q & As about how PCOMS proactively addresses many ongoing struggles of providing mental health and substance abuse services in the public sector. Although Mary Haynes takes the lead, folks from the four largest CMHCs in their respective states provide their insights and experiences. This ongoing conversation can be found at https://heartandsoulofchange.com/content/community/ and click on “Public Behavioral Health.”
This study examines the association between patient perceptions of case manager performance and satisfaction with care, as well as the relationship between perceptions of case managers and primary care providers (PCPs) and subsequent healthcare utilization. The study analyzed survey and claims data from over 2,000 patients receiving primary care from a medical home model with embedded case managers. The results found that higher ratings of both case manager and PCP performance were independently associated with greater patient satisfaction. The study concludes by noting that perceptions of case management may impact health outcomes and behaviors, warranting further analysis of utilization patterns.
The document proposes a pilot study to investigate the feasibility of integrating behavioral health outcomes data into routine clinical practice. The study would measure how frequently providers collect outcomes data from patients and enter it into the health records system. It would also survey patients and providers on their perceptions of the value of receiving feedback on treatment progress. If found feasible, a follow-up study would assess the quality and cost impacts of incorporating outcomes monitoring more broadly.
This document summarizes an evaluation conducted by proxy of patient satisfaction with psychological services at a private hospital in Durban, South Africa. The evaluation encountered significant challenges due to being conducted remotely, including limited communication, lack of oversight during implementation, and small sample size. While some positive results were found, such as patients generally perceiving the psychological services positively, most evaluation questions went unanswered. The document concludes distance evaluations may be possible but require extensive planning and controls to ensure quality.
In this second of the series of questions and answers about the Partners for Change Outcome Management System and the challenges of public behavioral health, Mary Haynes, Ph.D. tackles cancelations and no shows and discusses how PCOMS can have a positive impact on missed appointment rates. For more information, visit the Public Behavioral Health page at www.heartandsoulofchange.com
What Is Client Directed Outcome InformedScott Miller
Client Directed Outcome Informed (CDOI) clinical work privileges the client's perspective and uses their feedback to guide treatment in a partnership between client and provider. Several mental health and substance abuse treatment organizations that have implemented CDOI report improved outcomes like higher retention rates and lower costs from reduced sessions and cancellations. Research shows involving clients in decisions about their treatment and focusing on whether treatment is working improves success rates by an average of 65%.
This is question 4 of a series of Q & As about how PCOMS proactively addresses many ongoing struggles of providing mental health and substance abuse services in the public sector. Although Mary Haynes takes the lead, folks from the four largest CMHCs in their respective states provide their insights and experiences. This ongoing conversation can be found at https://heartandsoulofchange.com/content/community/ and click on “Public Behavioral Health.”
This study examines the association between patient perceptions of case manager performance and satisfaction with care, as well as the relationship between perceptions of case managers and primary care providers (PCPs) and subsequent healthcare utilization. The study analyzed survey and claims data from over 2,000 patients receiving primary care from a medical home model with embedded case managers. The results found that higher ratings of both case manager and PCP performance were independently associated with greater patient satisfaction. The study concludes by noting that perceptions of case management may impact health outcomes and behaviors, warranting further analysis of utilization patterns.
The document proposes a pilot study to investigate the feasibility of integrating behavioral health outcomes data into routine clinical practice. The study would measure how frequently providers collect outcomes data from patients and enter it into the health records system. It would also survey patients and providers on their perceptions of the value of receiving feedback on treatment progress. If found feasible, a follow-up study would assess the quality and cost impacts of incorporating outcomes monitoring more broadly.
This document summarizes an evaluation conducted by proxy of patient satisfaction with psychological services at a private hospital in Durban, South Africa. The evaluation encountered significant challenges due to being conducted remotely, including limited communication, lack of oversight during implementation, and small sample size. While some positive results were found, such as patients generally perceiving the psychological services positively, most evaluation questions went unanswered. The document concludes distance evaluations may be possible but require extensive planning and controls to ensure quality.
Clinical supervision its influence on client-rated working alliance and clie...Daryl Chow
This study evaluated the impact of clinical supervision on client working alliance and symptom reduction in the brief treatment of major depression. Therapists were randomly assigned to receive either alliance skill-focused or alliance process-focused supervision, or to receive no supervision. Both supervision conditions had a significant positive effect on working alliance, symptom reduction, and treatment retention compared to the no supervision condition. However, there was no significant difference found between the two supervision conditions. The findings provide preliminary evidence that clinical supervision can improve client outcomes, but more research is still needed to separate the effects of different supervision approaches.
This document discusses quality assurance in healthcare. It defines quality as conformance to standards, fitness for use, and meeting expectations. Quality assurance is defined as an ongoing systematic evaluation of healthcare services and their impact. The key functions of quality assurance are to ensure healthcare is safe, effective, equitable and timely. The quality assurance cycle involves assessing quality, detecting shortfalls, developing and implementing improvement strategies, and reassessing. Quality assurance aims to reduce the gap between the optimum achievable standard of care and what is actually achieved.
This document discusses the implementation phase of the nursing process. It describes implementing skills like cognitive, interpersonal, and technical skills. The process of implementing includes reassessing the client, determining if assistance is needed, implementing interventions, supervising delegated care, and documenting activities. Guidelines for implementing interventions include basing care on evidence, adapting to individual clients, ensuring safety, and encouraging client participation. The document also discusses different documentation systems like source-oriented records, problem-oriented records, and SOAP/APIE notes.
This document summarizes an approach called Outcome-Informed, Client-Directed therapy. It discusses how current estimates show around 50% of clients drop out of therapy and one-third to two-thirds do not benefit from usual strategies. The approach focuses on accurately identifying clients not responding to therapy early on through standardized measures of outcome and alliance. This allows therapists to address the lack of change and keep clients engaged in more effective treatment. Case examples are provided to demonstrate how routinely monitoring progress and the therapeutic relationship can improve outcomes.
Patient satisfaction & quality in health care (13.3.2017) dr.nyunt nyunt waiMmedsc Hahm
This document discusses patient satisfaction and quality in healthcare. It defines patient satisfaction as the degree to which patients regard healthcare services as useful, effective or beneficial. Patient satisfaction is important for public accountability and quality improvement at both the system and individual provider levels. The document outlines factors that influence patient satisfaction, including the quality and competency of providers, effectiveness and appropriateness of care, and interpersonal relationships. It also discusses the rights of patients and needs of providers in a client-centered healthcare model.
This document discusses effective communication skills for anesthetists. It outlines various settings where anesthetists need strong communication, such as the ICU, labor ward, and pre-operative consultations. The document covers the basics of communication, including verbal, paraverbal, nonverbal, and visual communication. It also discusses types of communication like one-way vs two-way communication and formal vs non-formal communication. Models of communication and various communication methods used in healthcare are presented, including audio-visual aids, the Delphi method, counseling, and guidelines for patient handovers. Effective communication is highlighted as a key skill that can improve health outcomes, patient satisfaction, and reduce errors.
Observation medicine nursing considerationsmflitcraft
This document provides an overview and outline of topics related to observation medicine and nursing considerations at Ronald Reagan UCLA Medical Center. It discusses UCLA Health System and patient satisfaction scores. The outline covers observation review settings and examples, the business case for observation including data analysis and cost considerations, staffing mix and characteristics, daily operations, and quality metrics. It provides details on Medicare rules and coverage for observation, examples of retrospective data reviews for observation opportunities, and considerations for staffing and managing observation patients.
Qualitative study of therapists working at Stangehjelp in Norway who are applying the principles of deliberate practice in their efforts to deliver more effective treatment services.
Indicadores de Tratamiento y su evidencia científica.
Presentacion del Seminario “Avances en el desarrollo de indicadores e instrumentos de calidad en la atención de personas con consumo problemático de drogas”
Autor. Larry Corea. Director del Centro de Adicciones y Salud Mental de la Universidad de Toronto, Canadá
Organizador del Seminario: Conace
Business Case Development through Empathy: Froedtert-Gelb-Beryl-WebinarEndeavor Management
This new design will streamline the treatment process by organizing existing assets (communication, care, coordination) based on an understanding of the ideal patient experience
A Study on the Customer Perceptions of Quality of Services of a Large Hospita...Mohit Saxena
This was my dissertation presentation for PGDM, at Institute of Management Technology, Ghaziabad.
I am not at liberty to disclose the name of the hospital due to ethical and legal reasons.
Thank you.
Dr. Mohit Saxena
drmnsaxena@gmail.com
The document discusses various methods for collecting and analyzing data to inform quality improvement projects. It describes process mapping to analyze current processes, brainstorming to generate ideas, surveys to understand stakeholder perspectives, audits to measure performance against standards, and cause and effect diagrams to identify root causes of problems. The goal of using these techniques is to thoroughly diagnose issues to identify opportunities for improving processes and outcomes.
Systematic screening was implemented in rural health clinics to improve preventative care delivery. Staff were trained to screen patients for various health issues using a checklist and provide additional services if needed. Shadowing patients found that screening often identified additional needed services but these were not always provided due to time constraints. Interviews found that screening facilitated difficult conversations but implementation challenges included maintaining staff motivation over time. Further analysis will assess the effectiveness, feasibility and value of systematic screening to determine if a revised approach should be tested and scaled up to help reduce health disparities in underserved populations in the US.
At this year’s AONE Annual Meeting & Exposition Prophecy was honored to present one of the key conference sessions. James Ostmann, Sr. RN, MBA Chief Nursing Officer, co-hosted a teaching session with Biddle Consulting Group’s Dr. Dan Biddle, President & CEO.
How to Build the Ideal Nursing Assessment
Uncovering Key Traits to Target in Your Testing Program
During Prophecy’s four-year validation study incorporating over 900 professionals, Jim and Dan became experts on holistic testing of nurses. The idea of assessing the “whole nurse” incorporates interpersonal, cognitive, and behavioral skills using standardized, validated tests with a proven, scientific connection to skills and competencies.
VIPs – Very Important Points
Measure the whole person (otherwise, valuable competencies are not considered in making critical employment decisions)
Use tests that have a proven, scientific connection to the various skills and competencies needed.
Measure those various competencies in reliable (consistent) and efficient (fast) ways.
Properly balance (weigh) the various tests in a way that matches the job.
Attendees were able to take home the presentation notes, and we would like to extend that option to all of our readers as well.
Why should you download the slides?
Identify ways to increase nurse retention and reduce turnover costs
Establish a plan to raise quality of nurse hires to increase patient satisfaction
Learn details behind the 5 phase test development process
Compare the findings with your current hiring process
Plus, see graphical layouts of the statistics – pictures speak louder than words.
Because of the strength of the combined Prophecy Assessment, medical facilities that use the combined set of Prophecy Assessments are likely to improve their effectiveness of their nurse hiring program between 13% and 27% (given the base rate of 50%), and between 9% and 15% (given the base rate of 80%) when compared to using no testing program, or a selection process with invalid tests.
The use of valid and reliable assessment tools is the key that allows hospitals to reduce costs, build an effective team, and improve patient care.
This document summarizes a presentation on optimizing the use of urine drug testing. It contains 4 learning objectives focused on identifying obstacles to appropriate urine drug testing, describing a clinical approach, explaining legal liability, and advocating for policy responses. The presentation consists of 4 speakers and a moderator and covers developing a consensus on urine drug testing, including general guidelines, test selection, use in diagnosis and treatment. It emphasizes individualizing decisions based on patient history and needs, using preliminary tests for quick results and definitive tests for accuracy, and documenting decisions in medical records.
Utilization management is the evaluation of health care services, procedures, and facilities to determine their medical necessity, appropriateness, and efficiency according to established guidelines and health plan provisions. It aims to ensure effective and efficient use of health care resources and delivery of high quality, medically necessary care. Utilization management techniques include prospective review, concurrent review, retrospective review, and pre-certification of services. It utilizes clinical guidelines like McKesson's InterQual Criteria and Milliman Care Guidelines to standardize decision making. The goals of utilization management are to improve health outcomes, reduce over- and under-utilization of services, and lower health care costs.
This presentation discusses how patients perceive pharmacy services. It discusses how satisfaction, loyalty, service quality, and price influence customer perceptions of the care they receive.
This document discusses different types of evaluation used in healthcare, including self-evaluation, peer review, patient satisfaction surveys, and utilization review. It defines each type of evaluation, describes the purpose and process, and discusses advantages and disadvantages. Self-evaluation involves judging one's own abilities, peer review involves evaluation from colleagues, patient satisfaction aims to measure quality of care from the patient perspective, and utilization review examines appropriate use of healthcare resources like hospital stays.
Clinical supervision its influence on client-rated working alliance and clie...Daryl Chow
This study evaluated the impact of clinical supervision on client working alliance and symptom reduction in the brief treatment of major depression. Therapists were randomly assigned to receive either alliance skill-focused or alliance process-focused supervision, or to receive no supervision. Both supervision conditions had a significant positive effect on working alliance, symptom reduction, and treatment retention compared to the no supervision condition. However, there was no significant difference found between the two supervision conditions. The findings provide preliminary evidence that clinical supervision can improve client outcomes, but more research is still needed to separate the effects of different supervision approaches.
This document discusses quality assurance in healthcare. It defines quality as conformance to standards, fitness for use, and meeting expectations. Quality assurance is defined as an ongoing systematic evaluation of healthcare services and their impact. The key functions of quality assurance are to ensure healthcare is safe, effective, equitable and timely. The quality assurance cycle involves assessing quality, detecting shortfalls, developing and implementing improvement strategies, and reassessing. Quality assurance aims to reduce the gap between the optimum achievable standard of care and what is actually achieved.
This document discusses the implementation phase of the nursing process. It describes implementing skills like cognitive, interpersonal, and technical skills. The process of implementing includes reassessing the client, determining if assistance is needed, implementing interventions, supervising delegated care, and documenting activities. Guidelines for implementing interventions include basing care on evidence, adapting to individual clients, ensuring safety, and encouraging client participation. The document also discusses different documentation systems like source-oriented records, problem-oriented records, and SOAP/APIE notes.
This document summarizes an approach called Outcome-Informed, Client-Directed therapy. It discusses how current estimates show around 50% of clients drop out of therapy and one-third to two-thirds do not benefit from usual strategies. The approach focuses on accurately identifying clients not responding to therapy early on through standardized measures of outcome and alliance. This allows therapists to address the lack of change and keep clients engaged in more effective treatment. Case examples are provided to demonstrate how routinely monitoring progress and the therapeutic relationship can improve outcomes.
Patient satisfaction & quality in health care (13.3.2017) dr.nyunt nyunt waiMmedsc Hahm
This document discusses patient satisfaction and quality in healthcare. It defines patient satisfaction as the degree to which patients regard healthcare services as useful, effective or beneficial. Patient satisfaction is important for public accountability and quality improvement at both the system and individual provider levels. The document outlines factors that influence patient satisfaction, including the quality and competency of providers, effectiveness and appropriateness of care, and interpersonal relationships. It also discusses the rights of patients and needs of providers in a client-centered healthcare model.
This document discusses effective communication skills for anesthetists. It outlines various settings where anesthetists need strong communication, such as the ICU, labor ward, and pre-operative consultations. The document covers the basics of communication, including verbal, paraverbal, nonverbal, and visual communication. It also discusses types of communication like one-way vs two-way communication and formal vs non-formal communication. Models of communication and various communication methods used in healthcare are presented, including audio-visual aids, the Delphi method, counseling, and guidelines for patient handovers. Effective communication is highlighted as a key skill that can improve health outcomes, patient satisfaction, and reduce errors.
Observation medicine nursing considerationsmflitcraft
This document provides an overview and outline of topics related to observation medicine and nursing considerations at Ronald Reagan UCLA Medical Center. It discusses UCLA Health System and patient satisfaction scores. The outline covers observation review settings and examples, the business case for observation including data analysis and cost considerations, staffing mix and characteristics, daily operations, and quality metrics. It provides details on Medicare rules and coverage for observation, examples of retrospective data reviews for observation opportunities, and considerations for staffing and managing observation patients.
Qualitative study of therapists working at Stangehjelp in Norway who are applying the principles of deliberate practice in their efforts to deliver more effective treatment services.
Indicadores de Tratamiento y su evidencia científica.
Presentacion del Seminario “Avances en el desarrollo de indicadores e instrumentos de calidad en la atención de personas con consumo problemático de drogas”
Autor. Larry Corea. Director del Centro de Adicciones y Salud Mental de la Universidad de Toronto, Canadá
Organizador del Seminario: Conace
Business Case Development through Empathy: Froedtert-Gelb-Beryl-WebinarEndeavor Management
This new design will streamline the treatment process by organizing existing assets (communication, care, coordination) based on an understanding of the ideal patient experience
A Study on the Customer Perceptions of Quality of Services of a Large Hospita...Mohit Saxena
This was my dissertation presentation for PGDM, at Institute of Management Technology, Ghaziabad.
I am not at liberty to disclose the name of the hospital due to ethical and legal reasons.
Thank you.
Dr. Mohit Saxena
drmnsaxena@gmail.com
The document discusses various methods for collecting and analyzing data to inform quality improvement projects. It describes process mapping to analyze current processes, brainstorming to generate ideas, surveys to understand stakeholder perspectives, audits to measure performance against standards, and cause and effect diagrams to identify root causes of problems. The goal of using these techniques is to thoroughly diagnose issues to identify opportunities for improving processes and outcomes.
Systematic screening was implemented in rural health clinics to improve preventative care delivery. Staff were trained to screen patients for various health issues using a checklist and provide additional services if needed. Shadowing patients found that screening often identified additional needed services but these were not always provided due to time constraints. Interviews found that screening facilitated difficult conversations but implementation challenges included maintaining staff motivation over time. Further analysis will assess the effectiveness, feasibility and value of systematic screening to determine if a revised approach should be tested and scaled up to help reduce health disparities in underserved populations in the US.
At this year’s AONE Annual Meeting & Exposition Prophecy was honored to present one of the key conference sessions. James Ostmann, Sr. RN, MBA Chief Nursing Officer, co-hosted a teaching session with Biddle Consulting Group’s Dr. Dan Biddle, President & CEO.
How to Build the Ideal Nursing Assessment
Uncovering Key Traits to Target in Your Testing Program
During Prophecy’s four-year validation study incorporating over 900 professionals, Jim and Dan became experts on holistic testing of nurses. The idea of assessing the “whole nurse” incorporates interpersonal, cognitive, and behavioral skills using standardized, validated tests with a proven, scientific connection to skills and competencies.
VIPs – Very Important Points
Measure the whole person (otherwise, valuable competencies are not considered in making critical employment decisions)
Use tests that have a proven, scientific connection to the various skills and competencies needed.
Measure those various competencies in reliable (consistent) and efficient (fast) ways.
Properly balance (weigh) the various tests in a way that matches the job.
Attendees were able to take home the presentation notes, and we would like to extend that option to all of our readers as well.
Why should you download the slides?
Identify ways to increase nurse retention and reduce turnover costs
Establish a plan to raise quality of nurse hires to increase patient satisfaction
Learn details behind the 5 phase test development process
Compare the findings with your current hiring process
Plus, see graphical layouts of the statistics – pictures speak louder than words.
Because of the strength of the combined Prophecy Assessment, medical facilities that use the combined set of Prophecy Assessments are likely to improve their effectiveness of their nurse hiring program between 13% and 27% (given the base rate of 50%), and between 9% and 15% (given the base rate of 80%) when compared to using no testing program, or a selection process with invalid tests.
The use of valid and reliable assessment tools is the key that allows hospitals to reduce costs, build an effective team, and improve patient care.
This document summarizes a presentation on optimizing the use of urine drug testing. It contains 4 learning objectives focused on identifying obstacles to appropriate urine drug testing, describing a clinical approach, explaining legal liability, and advocating for policy responses. The presentation consists of 4 speakers and a moderator and covers developing a consensus on urine drug testing, including general guidelines, test selection, use in diagnosis and treatment. It emphasizes individualizing decisions based on patient history and needs, using preliminary tests for quick results and definitive tests for accuracy, and documenting decisions in medical records.
Utilization management is the evaluation of health care services, procedures, and facilities to determine their medical necessity, appropriateness, and efficiency according to established guidelines and health plan provisions. It aims to ensure effective and efficient use of health care resources and delivery of high quality, medically necessary care. Utilization management techniques include prospective review, concurrent review, retrospective review, and pre-certification of services. It utilizes clinical guidelines like McKesson's InterQual Criteria and Milliman Care Guidelines to standardize decision making. The goals of utilization management are to improve health outcomes, reduce over- and under-utilization of services, and lower health care costs.
This presentation discusses how patients perceive pharmacy services. It discusses how satisfaction, loyalty, service quality, and price influence customer perceptions of the care they receive.
This document discusses different types of evaluation used in healthcare, including self-evaluation, peer review, patient satisfaction surveys, and utilization review. It defines each type of evaluation, describes the purpose and process, and discusses advantages and disadvantages. Self-evaluation involves judging one's own abilities, peer review involves evaluation from colleagues, patient satisfaction aims to measure quality of care from the patient perspective, and utilization review examines appropriate use of healthcare resources like hospital stays.
This document discusses key concepts of quality in healthcare including definitions, dimensions, and frameworks. It defines quality as meeting expectations and conforming to standards. The dimensions of quality - effectiveness, efficiency, safety, patient-centeredness, timeliness, and more - must be achieved to provide the right care. Quality is measured using a structure-process-outcome framework where structure leads to processes which lead to outcomes. Total quality management is presented as the latest approach focusing on continuous improvement, customer satisfaction, and organizational commitment to quality.
Quality assurance aims to monitor client care activities to determine the level of excellence. There are general approaches like accreditation, certification, and licensure. Specific approaches include peer review, utilization review, and evaluation studies. Models for quality assurance are Donabedian's structure-process-outcome model, the tracer model, and sentinel model. Quality assurance is essential for optimal healthcare by ensuring care activities meet standards.
Quality assurance is a way of preventing mistakes and defects in manufactured products and avoiding problems when delivering products or services to customers; which ISO 9000 defines as "part of quality management focused on providing confidence that quality requirements will be fulfilled".
This document discusses community health audits and sanctions. It defines nursing audits as a review of patient records to assess quality of care using established criteria. Audits can be internal or external. The goals of community health audits are to monitor programs, identify errors/frauds, provide advice on weaknesses, and improve efficiency. Regular audits of health records, finances, vaccines, stocks and more are important. The audit process involves identifying issues, establishing standards, collecting data, analyzing results, implementing changes, and re-auditing. Types of audits include retrospective, concurrent, and quality/process/structure audits. Community health committees oversee audits and ensure standards are met.
Quality assurance is a system to monitor outcomes of nursing care and activities to ensure they meet established standards. It involves setting standards, assessing actual performance, planning improvements, and taking corrective actions. Quality assurance is important to improve patient care quality, decrease costs, and meet professional, legal and social responsibilities. It requires establishing criteria and evaluating care structures, processes and outcomes. Nurses play a key role by developing quality assurance programs, implementing standards, monitoring performance, and evaluating changes to continually improve nursing services.
Nursing Audit Dr. Rangappa. S .Ashi SDM Institute of Nursing sciences Shri D...rangappa
Nursing audit one of the control tools, responsible for controlling the activities of the nurses that focuses on providing the best possible nursing care. The actual nursing rendered is compared with the standards. This is mainly refers to clinical nursing audit. The nursing management audit is an evaluation of nursing management as a whole. It is critically examination of the entire nursing management process.
This document outlines various aspects of quality assurance in pharmaceutical services including definitions, types of quality assurance services, methods of assessment, and evaluation techniques. It discusses patient counseling evaluation, audit types and cycles, and methods for monitoring quality at input, process, and output levels. The key aspects of quality assurance are ensuring quality of practice and services through performance appraisal, audit, and evaluating structures, processes, and outcomes of pharmaceutical activities.
How to Define Effective and Efficient Real World TrialsTodd Berner MD
This document discusses strategies for designing effective and efficient real-world clinical trials. It covers topics such as using real-world evidence to inform clinical trial design, the differences between efficacy and effectiveness, challenges around representativeness in trial populations, and the value of pragmatic clinical trials. It also discusses leveraging electronic health records for condition-specific prompts and clinical decision support to improve performance and quality of care.
How to design effective and efficient real world trials TB Evidence 2014 10.2...Todd Berner MD
This document discusses strategies for designing effective and efficient real-world clinical trials. It covers topics such as using real-world evidence to inform clinical trial design, the differences between efficacy and effectiveness, challenges in defining quality metrics, and strategies for improving performance within healthcare systems. The document provides information on pragmatic clinical trials and how real-world evidence could reduce costs compared to traditional clinical trials.
This document discusses quality assurance in healthcare. It defines key terms like quality, quality control, and quality care. It describes Donabedian's model of quality assurance which examines structure, process and outcomes of care. It also discusses Lang's 8-stage model and the Dynamic Standard Setting System model. The document outlines the quality assurance cycle of planning, setting standards, monitoring, identifying problems, developing solutions, and evaluating improvements. It examines factors that can influence quality assurance like resources, personnel, legislation and public expectations.
Provider profiling creates a 3600 profile of a Provider, which details valuable performance information about their practice like care-gaps, cost of care and average quality outcomes (based on member claim history). It also benchmarks providers against their peers to provide an overall rank and rating group (1-3 stars). This document attempts to describe approach towards provider profiling.
The document summarizes a seminar presentation on quality assurance in nursing. It discusses key topics like the meaning of quality, quality assurance, and approaches to quality assurance programs. It describes credentialing methods like licensure, accreditation, and certification. Specific quality assurance approaches covered include peer review, nursing audits, utilization review, and evaluation studies. Models of quality assurance and the roles and responsibilities of nurses in ensuring quality are also summarized.
The document summarizes a seminar presentation on quality assurance in nursing. It discusses key topics like the meaning of quality, quality assurance, and approaches to quality assurance programs. It describes credentialing methods like licensure, accreditation, and certification. Specific quality assurance approaches covered include peer review, nursing audits, utilization review, and evaluation studies. Models of quality assurance and the roles and responsibilities of nurses in ensuring quality are also summarized.
The document discusses various methods of evaluating nursing services including self-evaluation, peer evaluation, patient satisfaction, utilization review, and their application to nursing. It provides details on the purposes, benefits, tools and processes for self-evaluation and peer evaluation. It also outlines components and methods for evaluating patient satisfaction and the aims of utilization review. Evaluation is described as important for improving nursing services and ensuring appropriate and efficient care.
Role of employee satisfaction in influencing patient satisfactionGovt of India
This document discusses a study on the relationship between employee satisfaction and patient satisfaction in the outpatient department of a hospital. The study found that employee satisfaction is strongly correlated with patient satisfaction and quality of care. When employees are more satisfied, it leads to better quality of care for patients and improved patient satisfaction. Ensuring employee satisfaction is important for hospitals as it can positively influence patient loyalty and experience, as well as reduce costs from issues like employee turnover. The study concluded that improving employee satisfaction should be a priority for healthcare organizations as it benefits both patients and the organization.
The document provides an analysis of a quality improvement initiative at TrueWill General Hospital that aimed to improve patient safety but led to poor nursing outcomes. The initiative focused on the Triple Aim of improving population health, patient experience, and reducing costs, overworking nurses and increasing stress. As nursing quality declined due to burnout and job dissatisfaction, patient outcomes deteriorated. The analysis finds that initiatives must also consider nursing quality to be successful. Recommendations are made to improve protocols and indicators to better support nurses and clinical and organizational outcomes.
The document discusses quality and quality assurance in healthcare. It defines quality as the degree to which health services increase desired health outcomes consistent with current knowledge. Quality assurance aims to promote the best possible patient care through ongoing evaluation. It ensures delivery of quality care and demonstrates efforts to provide the best results. Various methods are used to evaluate quality, including assessing structures, processes, and outcomes of care. Quality assurance is important to improve care, assess competence, and identify issues to correct.
1. Group 9
Achieving and Measuring
Patient Satisfaction
2. Achieving and Measuring
Patient Satisfaction
Group 9:
Elisabeth Adunlin
Marie Antione
Marina Awad
Drakeria Barr
3. 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
4. Achieving and Measuring Satisfaction
Quality Patient care is the goal of the
U.S. Healthcare System.
Pharmacist are well positioned to
promote quality healthcare products
and services.
Patient satisfaction is a key to quality
indicator in Pharmacy and other
5. Achieving and Measuring Patient
Satisfaction
This space has been left blank for
video presentation
6. What is Patient Satisfaction?
Why evaluate or measure patient
satisfaction?
7. Patient Satisfaction
Refers to the degree to which a consumer
perceives a healthcare good or service to be
valuable
beneficial
useful
appropriate, and effective
8. Patient Satisfaction
To evaluate the performance level of
healthcare services, and providers.
To identify gaps or deficits in service
provision to meet patient needs.
To implement improvement strategies in
response to the gaps or deficit.
9. Patient Satisfaction
To evaluate the performance level of
healthcare services and providers.
To identify gaps or deficits the provision of
service to the consumer.
Implement improvement strategies in
response to the deficiencies.
10. Approach to Measuring Patient
Satisfaction
Patient Satisfaction conceptualization
Quality assessment
Pharmacy Setting
Prevalent disease state
Available Service
Location
11. Pharmacy Quality Indicators
Important tools used to evaluate the quality
of health services.
Used to reflect Adherence and use of
appropriate medication in a selected Pt.
population.
Adherence in pts with diabetes or
dyslipedimia
12. Pharmacy Quality Indicator
Table 12-1 : Pharmacy Quality
Indicator
Type of Indicator Example
Proportion 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)
13. The Pharmacy Quality Alliance
A collaboration of association and industry
representatives.
Reflect Adherence
Appropriate use of medication
Assess effects of pharmacist on patient care
Patient Satisfaction
15. Patient Quality Indicators
Internal 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
16. Table 12-2: Examples of Pharmacy
Stakeholders
Pharmacy type External Internal
Stakeholders Stakeholders
Community Patients and family Pharmacists
Physicians and Technicians
nurses Clerks
Pharmacy benefit Others employees
managers
Third-party Payers
Hospital Other customers
Patients Pharmacy staff
Third-party payers Physicians and
Auditors nurses
Patient family and Hospital
friends Managers
Others hospital
17. Conceptualization of Pt. Satisfaction
Developed by Schommer and Kucukarslan.
Describe Four Service- Related
Conceptualization of Pt. Satisfaction.
Pharmacy Organizations:-
Community pharmacy
Clinic Pharmacies
use conceptualization approach to address
or assess patient satisfaction.
18. Four Service –Related Conceptualization
Performance Evaluation:
Refers to the determination of satisfaction with
characteristics of a Particular Service or
Physical environment.
E.g. Interaction with the Pharmacist or
Location of the pharmacy
19. Four Service –Related Conceptualization
Affect Based Assessment:-
Refers to the emotional reaction such as
pleasure or displeasure of a consumer may
experience as a result of the service.
20. Four Service –Related Conceptualization
Disconfirmation of Expectation:
A Psychological process in which consumers
evaluate gap between their expectations
regarding a service, and their perceptions of
the actual experiment of the service.
21. Four Service –Related Conceptualization
Equity Bases Assessment:-
Refers to a consumer’s perception of fairness
in the provision of services including inputs
and outcomes generally based on
comparison to another individuals service
expansion.
22. Table 12-3: Conceptualization of Patient Satisfaction
Conceptualization
Focus Strengths Weaknesses
Performance Salient Can Evaluate Characteristics are selected by the
Evaluation 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
respondents
Disconfirmation Cognitive Appraisal Provides an Standardization of key variables and
of 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 study
Affect-Based Emotional response Allows the Provides a limited view of consumer
Assessment 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
Evaluation
Equity-Based Fairness in what is Allows Assumes that fairness is the key
Assessment 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
23. Conceptualization of Patient Satisfaction
A Pharmacy Organization such as:
Community Pharmacies
Clinic Pharmacies
May address one or more of these
conceptualizations when assessing patient
satisfaction.
24. Conceptualization of Patient Satisfaction
Depends on the question the
Organization’s attempts to answer in
regards to pt. satisfaction.
E.g. What are our pt’s feelings
regarding our service to them?
25. Conceptualization of Patient Satisfaction
The Type of conceptualization used
depends on the target or the objective of
the organization and the results
expected.
27. 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
Direct Costs Examples include: Hospitalization, drugs, medical supplies and physician visits\n\nIndirect Cost Examples:Result from morbidity and mortality (costs incurred from missing work or owing to a premature death\n\nIntangible Costs Examples: Pain, suffering, and grief\n
Direct Costs Examples include: Hospitalization, drugs, medical supplies and physician visits\n\nIndirect Cost Examples:Result from morbidity and mortality (costs incurred from missing work or owing to a premature death\n\nIntangible Costs Examples: Pain, suffering, and grief\n