Improving Patient Satisfaction In The Emergency Department
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Improving Patient Satisfaction In The Emergency Department
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Author : Gillian Leeder
language : en
Publisher:
Release Date : 2014
Improving Patient Satisfaction In The Emergency Department written by Gillian Leeder and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with Continuum of care categories.
Studies have shown a significant correlation between patient complaints and inadequate communication. Patient satisfaction scores are publicly available with Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey results, providing consumers with the ability to compare hospitals. The Patient Protection and Affordable Care Act mandate penalties for hospitals achieving low satisfaction scores. One way to improve satisfaction scores in the Emergency Department (ED) is to enhance communication, an easy to achieve and simple solution is to incorporate hourly rounding. This process not only improves communication, but also provides the opportunity for health care workers to anticipate needs, reduce risks, and improve patient outcome. The theory of planned behavior (TPB) can be used during the implementation process. There are several factors involved with strategic planning, including ways to develop an implementation plan, involving key stakeholders, assessing current policy, and evaluating tools used to implement the plan and disseminate evidence. Evaluation is the final stage and should include discussions to evaluate the effectiveness during and several months after the process has been initiated.
Improving Patient Satisfaction In The Emergency Department
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Author : Laura R. Nicholson
language : en
Publisher:
Release Date : 2012
Improving Patient Satisfaction In The Emergency Department written by Laura R. Nicholson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Dissertations, Academic categories.
Increasing Patient Satisfaction In A Rural Hospital Emergency Department A Quality Improvement Project Using Failure Mode Effects Analysis
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Author : Alejandra K. Gabriel
language : en
Publisher:
Release Date : 2018
Increasing Patient Satisfaction In A Rural Hospital Emergency Department A Quality Improvement Project Using Failure Mode Effects Analysis written by Alejandra K. Gabriel and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with categories.
Abstract : Over 59 million US residents live in rural areas where they cannot easily access healthcare services. Well-documented disparities between rural and urban healthcare access led the federal government to certify and financially support Critical Access Hospitals (CAHs), which offer rural healthcare services and 24/7 emergency care. Many CAHs are in dire financial distress, and some are looking to increase their patient population volume to improve financial health and ensure continued operations. It is a well-known business truism that satisfied customers are return customers. Today many patients' first encounter with a hospital is with the emergency department (ED). Thus, it is likely that increasing patient satisfaction with their ED visits in a CAH can be expected to increase the chance that they will return for additional care.All hospitals engage in quality improvement (QI) activities. Many papers outline efforts by QI teams to implement one or a few predetermined interventions with mixed results. Because patients in an ED are subject to a variety of processes in the ED and other hospital departments, improving patient satisfaction in the ED demands a comprehensive approach. This paper focuses on the QI processes and tools used by the QI team in a CAH that developed a comprehensive list of (56) short- and long-term interventions to take place over five years to improve patient satisfaction in the ED. For this hospital, two aspects of the project deserve mention:1. The use of Failure Mode and Effects Analysis (FMEA): The FMEA is a QI tool developed by the military to address complex problems. Although it has been adapted for use in healthcare QI, in the author's experience, it has not always been fully implemented. The QI team completed a traditional, full, two-part FMEA. In completing both parts of a traditional FMEA, the team first identified and individually analyzed each known or potential failure in the care of an ED patient and potential interventions that could prevent each failure. Then, after careful analysis of all potential interventions, the QI team chose those most likely to succeed and began implementing a sequenced schedule of interrelated interventions deemed most likely to improve care and patient satisfaction.2. Learner-Centered Teaching: QI projects typically use learner-centered teaching methods that, according to Social Cognitive Theory, improve participants' general self-efficacy, which is the likelihood of choosing difficult problems to solve and persisting when faced with challenges. The hospital's project team members' self-efficacy scores increased after participating on the team. Post-project interviews with team members indicate they feel better equipped to solve other problems and have begun to plan other QI projects because they understand other areas' processes, they know who should participate on projects, and they better understand QI processes and tools.
Factors Associated With Patient Satisfaction In Emergency Department In Mainland China Hong Kong And Taiwan
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Author : Bei Bai
language : en
Publisher: Open Dissertation Press
Release Date : 2017-01-26
Factors Associated With Patient Satisfaction In Emergency Department In Mainland China Hong Kong And Taiwan written by Bei Bai and has been published by Open Dissertation Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-01-26 with categories.
This dissertation, "Factors Associated With Patient Satisfaction in Emergency Department in Mainland China, Hong Kong and Taiwan: a Systematic Review" by Bei, Bai, 白蓓, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: Background Patient satisfaction is an important assessment of hospital's service quality. Patients from emergency department (ED) usually have high expectation on receiving timely and high quality medical service. They generally have low patient satisfaction. Patient satisfaction has been identified to be associated with willingness to return and recommendation of the medical service to others. Therefore, to identify the factors associated with patient satisfaction in ED is important. Factors associated with patient satisfaction could vary by different ED systems. This project aimed at synthesizing factors associated with patient satisfaction in ED in Mainland China, Hong Kong and Taiwan, and comparing the different factors associated with patient satisfaction among the three areas and make recommendations on interventions to improve patient satisfaction in ED. Methods This review retrieved published literatures from PubMed, CNKI, and Taiwan electronic periodical services (TEPS). There is no restriction on study design, study population and measurements of patient satisfaction. Studies reporting factors associated with patient satisfaction in ED, and studies reporting effective interventions of improving patient satisfaction in ED were included. A total of 20 including 12 studies about Mainland China, two studies about Hong Kong and six studies about Taiwan were included. Results Common factors associated with patient satisfaction in emergency services have been identified in Mainland China, Hong Kong and Taiwan as well as other countries. These common factors included patients' characteristics, technical skills of medical staff, service attitudes, communication skills, professional ethics, provision of sufficient information, waiting time, allocation of resources and physical environment of ED. Different health systems can explain some unique factors identified in different areas. Satisfaction with medical expenses has been identified as a factor associated with overall patient satisfaction of ED in Mainland China, which could be due to that patients in Mainland have higher out-of-pocket share. Hong Kong has a gate keeper system which results in a large number of inappropriate ED users and thereby increases the waiting time and causes the ED crowding. Conclusion On the basis of the identified factors, potential interventions such as providing patients with sufficient information and improving medical staff's technical skills, service attitude and communication skills can be implemented to increase patient satisfaction. Future studies should focus more on the evaluation of specific interventions. DOI: 10.5353/th_b5098337 Subjects: Patient satisfaction - China - Hong Kong Hospitals - Emergency services - China Patient satisfaction - Taiwan Hospitals - Emergency services - China - Hong Kong Hospitals - Emergency services - Taiwan Patient satisfaction - China
Improving Patient Satisfaction By Training Emergency Department Physicians To Respond To Patient Behavior
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Author : Elizabeth Hardy Sprowls Gillmore
language : en
Publisher:
Release Date : 1993
Improving Patient Satisfaction By Training Emergency Department Physicians To Respond To Patient Behavior written by Elizabeth Hardy Sprowls Gillmore and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993 with Emergency physicians categories.
Patient Satisfaction In The Emergency Department
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Author :
language : en
Publisher:
Release Date : 2005
Patient Satisfaction In The Emergency Department written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Emergency medical services categories.
Under Promising And Over Delivering To Improve Patient Satisfaction At Emergency Departments
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Author : Sina Ansari
language : en
Publisher:
Release Date : 2022
Under Promising And Over Delivering To Improve Patient Satisfaction At Emergency Departments written by Sina Ansari and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022 with categories.
Overcrowded Emergency Departments (EDs) across locations struggle to improve patient experience while dealing with long waits, which erodes medical and financial performance. We investigate whether and how managers could improve patient satisfaction by communicating waits to patients.We conduct a field experiment at an urban ED. We develop a machine learning-based wait time prediction application and implement it within the electronic medical records system. Our treatments provide patients with personalized estimated waits with no overestimation (the median), moderate overestimation (70th-percentile), or high overestimation (90th-percentile). Patients report higher satisfaction when receiving their estimated waits, but the effect vary widely depending on the announcement. Drawing on Prospect theory, we hypothesize that the announced wait acts as a reference point against which patients compare the actual wait and that patients are lossaverse (end effect): Waits longer than announced will lower satisfaction more than waits shorter than announced will increase satisfaction. Overestimating waits will then improve satisfaction. At the same time, however, rising the announced wait will reduce satisfaction initially and while waiting (initial effect), and this effect will dominate over the end effect for high levels of overestimation. Accordingly, we hypothesize and show that patients are more satisfied when they are told an estimate based on the 70 or 90th-percentiles, with the benefit being the largest for the 70thpercentile announcement. Wait estimates based on the median have a null effect.Despite the benefits from wait announcements in settings where queues are unobservable, less is known about their effects in EDs, where queues are partially observable. With the Centers for Medicare & Medicaid Services tying reimbursements to patients' ratings, our research suggests a cost-effective lever to improve patients' satisfaction and hospitals' financial performance: under-promising and over-delivering by providing moderately overestimated wait information.
A Model Of Care
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Author : Jessica DeGrote
language : en
Publisher:
Release Date :
A Model Of Care written by Jessica DeGrote and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
The Emergency Department (ED) is a frequently utilized care environment that functions to meet acute, chronic, and life threating healthcare needs. The unique care environment of the ED contributes to a documented inadequacy in discharge patient education. Review of the patient discharge process at a Midwest medical center’s ED revealed inconsistent and inadequate patient discharge education. The inadequate patient discharge education led to the creation of a model with a two-fold collaborative approach that includes patient centered care and caring principles. The model of care provides educational initiatives to address this educational deficiency in the Emergency Department, and to improve patient satisfaction and health outcomes. Watson’s (2010) theoretical concepts of presence and intentional caring relationships support the creation of the developed model of care, as well as a conceptual model that places the patients as the center of care. With improved patient education at ED discharge, it would be expected that patient safety and patient satisfaction would similarly improve. With thorough evaluation and review, the model of care has the potential to truly make a difference in the lives of ED patients and could potentially expand to other medical facilities and contribute to future research endeavors.
Reducing Emergency Department Wait Times To Improve Patient Satisfaction And Patient Outcomes
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Author : Wendy Foss
language : en
Publisher:
Release Date : 2014
Reducing Emergency Department Wait Times To Improve Patient Satisfaction And Patient Outcomes written by Wendy Foss and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with Emergency medical services categories.
Emergency Departments across the world are set up to care for those patients who have emergent illnesses or injuries that need to be cared for promptly. Sometimes with an overflow of people, patients do not always get the care they need in a timely manner. This can cause a decrease in positive patient satisfaction as well as patient outcomes. This is typically because there is an overcrowding of people and some that don09́t necessarily have emergent situations. Many people do not have any other resources for routine health care so they seek help in the Emergency Department. While the Emergency Department is willing to provide care to these types of patients it can create longer waits for those waiting for critical care. A solution for this problem is to create a system in which the patients with less life threatening problems are seen in a 0−́fast track0+́ area and treated by a Nurse Practitioner. This would require the same triage process, however the lower acuity patients would be taken back to another area and would be seen, treated, and discharged by the Nurse Practitioner. This would allow the rooms in the main Emergency Department to be filled with those patients with more serious conditions. The patients with higher acuities would be taken back to the Emergency Department rooms and be seen, treated and discharged by the Emergency Physicians. An evidence based study revealed that the use of a NP in the ED setting who was directly involved in the care reduced the wait time, length of patient stay, and number of patients who left without being seen significantly (Ducharme, Alder, Pelletier, Murray and Tepper, 2009). With the addition of the Nurse Practitioner in the Emergency Department it will not only reduce the wait times of the patients, but it will also increase positive patient satisfaction and outcomes.
Measuring And Improving Patient Satisfaction
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Author : Patrick J. Shelton
language : en
Publisher: Jones & Bartlett Learning
Release Date : 2000
Measuring And Improving Patient Satisfaction written by Patrick J. Shelton and has been published by Jones & Bartlett Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Organizational change categories.
Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.