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Rick Blizzard, managing research director with the
Gallup Organization, said future surveys would benefit
from looking at the link between patient measures and
clinical outcomes, but added that the stumbling block
is the confidentiality of patient records. "This
creates a significant barrier to useful research in
this area," Blizzard said.
At the Cleveland Clinic, nursing units display color-coded
charts that show how they're performing on patient satisfaction
measures. Green signifies that certain targets are met,
while red is a caution flag that shows improvements
are needed.
Such attention to patient satisfaction and other quality
care measures won the hospital system Magnet status
in June, and also got the clinic a "Consumer's
Choice" award. It was also in the "top five"
category for U.S. News & World Report's 100 Best
Hospitals in America.
"Listening to the voice of the patient is a strong
motivator in moving us forward," said Linda Lewicki,
Ph.D., RN, senior nurse researcher for the Cleveland
Clinic. Lewicki said the NRC/Picker patient satisfaction
surveys allow the clinic to compare itself to national
benchmarks and compare units within the hospital. Nursing
questions have been the key factor in identifying weaknesses
and strengthening the patient care program, she said.
"We also looked at nursing satisfaction and the
results have helped us to invest in the nursing staff,"
Lewicki said.
For example, an equipment technician role was added
so nurses wouldn't have to leave the bedside to track
down equipment. More admission nurses were added to
some units that were facing heavier volume, and transportation
people were added to assist and escort patients being
discharged.
"We also have an MD/RN partnership in every unit
where nurses and physicians discuss interdisciplinary
approaches to care," Lewicki said. "We're
giving nurses what they need in terms of resources and
this is coming from the data from patient satisfaction
questions."
The launch of a mandatory hospital "report card"
by the government next year will be just another indicator
to the public of how well the hospital is doing, Lewicki
said.
Blizzard said hospital satisfaction surveys such as
PEP-C often miss some important questions, particularly
when it comes to engaging employees into the health
care mission. He sees staff surveys as an important
element in the overall process of improving the way
patients view their hospitals.
"The key to inpatient satisfaction is the relationships
between patients or patients' family members and hospital
employees," Blizzard said. "Employees must
be engaged to make these relationships successful, but
they must also be supported by efficient hospital processes
that enable them to succeed."
Gallup research contains five key items in its 12-question
employee engagement survey that have a strong influence
over hospital inpatient satisfaction scores, he said.
The response of nurses has particular significance because
of their high contact with patients.
The items include:
- Having the materials and equipment to do the job
right.
- Having the opportunity to do the best work possible
every day.
- Having a mission or purpose that makes the job feel
important.
- Having other employees committed to doing quality
work.
- Being given opportunities to learn and grow.
"Everybody is concerned about improving the quality
of care," Blizzard said. "The question is:
Do you want to improve blindly and choose the squeaky
wheel approach, usually responding to patient complaints,
or use some objective measurement system that provides
valid information on where to focus on improvements
for the best results?"
Regardless of what survey method a hospital uses to
measure patient satisfaction, the results can trigger
improvements that will contribute to higher quality
care, a contented workforce and competitive marketing.
The mandated national patient satisfaction survey is
coming at a time when consumers are taking a close look
at how hospitals are listening and responding to patient
needs.
Richerson at North Bay sees the national survey as
a way to heighten the public's awareness when selecting
a hospital while acting as a catalyst for needed changes.
"Patient satisfaction surveys provide good information
and knowledge to help hospitals improve," she said.
"With the information going public, hospitals don't
want to be put in a negative light."
Contact John Leighty at johnsan@aol.com
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