2.50
Hdl Handle:
http://hdl.handle.net/10755/183052
Category:
Abstract
Type:
Presentation
Title:
Patient Centered Care: Key to ED Patient Satisfaction
Author(s):
Burley, Gwen; Portuondo, Jose; Meehan, Robin; Keeler, Lisa; Montero, Michelle; Torres, Roger; Acosta, Ernesto
Author Details:
Gwen Burley, MS, RN, Doctors Hospital, Coral Gables, FL, USA, email: gwenB@baptisthealth.net; Jose Portuondo, MD; Robin Meehan, BSN,RN; Lisa Keeler, RN; Michelle Montero, RN; Roger Torres, RN; Ernesto Acosta, RN
Abstract:
Introduction:
Achieving patient satisfaction in contemporary emergency departments is a particularly vexing challenge amidst the myriad issues of overcrowding, throughput delays and limited resources. In 2006, the patient satisfaction scores in our department ranked in the 19th percentile nationally. Increasing the satisfaction of emergency department patients was identified as a priority for the organization.

Purpose:
This project was designed to establish patient centered processes in our emergency department with a goal of achieving above the 90th percentile nationally in our patient satisfaction scores.

Methods:
Framed in the Plan-Do-Study-Act (PDSA) cycle of performance improvement adopted by our organization, a multidisciplinary team evaluated the ratings and comments made by our patient population to determine priorities. Strategies were implemented that established a patient-centered approach to care and services and addressed the deficiencies identified in the surveys. Interventions included: bedside shift to shift report, flexible physician schedule to meet demand, revised patient intake process, nurse communication strategies, and post visit follow-up contacts with discharged and admitted patients.

Findings:
Patient satisfaction ratings increased following interventions from the 19th percentile in 1QFY06 to the 84th percentile in the 4QFY07. In the 1stQFY08, the department scores achieved the 95th percentile and have remained above the 90th percentile. In particular, significant improvements were seen in the patients' evaluation of their arrival experience, nursing services and physician services.

Discussion:
These findings support the assumption that understanding and addressing the expectations of the patient is pivotal in increasing patient satisfaction. A partnership between the hospital staff and the medical staff is central to goal achievement. An understanding of the customer service philosophy by hospital personnel and physicians improves the probability of success.
Repository Posting Date:
28-Oct-2011
Date of Publication:
28-Oct-2011
Conference Date:
2009
Conference Name:
6th Annual Florida Magnet Research Conference
Conference Host:
University of South Florida College of Nursing; Magnet Hospitals of Florida; Sigma Theta Tau International; Florida Organization of Nurse Executives
Conference Location:
Kissimmee, Florida
Description:
6th Annual Florida Magnet Research Conference � Theme: Research at the Point of Care. Held 12-13 February 2009 at Gaylord Palms Resort and Convention Center, Kissimmee, Florida, USA.
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.type.categoryAbstracten_US
dc.typePresentationen_GB
dc.titlePatient Centered Care: Key to ED Patient Satisfactionen_GB
dc.contributor.authorBurley, Gwenen_US
dc.contributor.authorPortuondo, Joseen_US
dc.contributor.authorMeehan, Robinen_US
dc.contributor.authorKeeler, Lisaen_US
dc.contributor.authorMontero, Michelleen_US
dc.contributor.authorTorres, Rogeren_US
dc.contributor.authorAcosta, Ernestoen_US
dc.author.detailsGwen Burley, MS, RN, Doctors Hospital, Coral Gables, FL, USA, email: gwenB@baptisthealth.net; Jose Portuondo, MD; Robin Meehan, BSN,RN; Lisa Keeler, RN; Michelle Montero, RN; Roger Torres, RN; Ernesto Acosta, RNen_US
dc.identifier.urihttp://hdl.handle.net/10755/183052-
dc.description.abstractIntroduction:<br/>Achieving patient satisfaction in contemporary emergency departments is a particularly vexing challenge amidst the myriad issues of overcrowding, throughput delays and limited resources. In 2006, the patient satisfaction scores in our department ranked in the 19th percentile nationally. Increasing the satisfaction of emergency department patients was identified as a priority for the organization.<br/><br/>Purpose:<br/>This project was designed to establish patient centered processes in our emergency department with a goal of achieving above the 90th percentile nationally in our patient satisfaction scores. <br/><br/>Methods:<br/>Framed in the Plan-Do-Study-Act (PDSA) cycle of performance improvement adopted by our organization, a multidisciplinary team evaluated the ratings and comments made by our patient population to determine priorities. Strategies were implemented that established a patient-centered approach to care and services and addressed the deficiencies identified in the surveys. Interventions included: bedside shift to shift report, flexible physician schedule to meet demand, revised patient intake process, nurse communication strategies, and post visit follow-up contacts with discharged and admitted patients. <br/><br/>Findings:<br/>Patient satisfaction ratings increased following interventions from the 19th percentile in 1QFY06 to the 84th percentile in the 4QFY07. In the 1stQFY08, the department scores achieved the 95th percentile and have remained above the 90th percentile. In particular, significant improvements were seen in the patients' evaluation of their arrival experience, nursing services and physician services. <br/><br/>Discussion:<br/>These findings support the assumption that understanding and addressing the expectations of the patient is pivotal in increasing patient satisfaction. A partnership between the hospital staff and the medical staff is central to goal achievement. An understanding of the customer service philosophy by hospital personnel and physicians improves the probability of success.en_GB
dc.date.available2011-10-28T16:12:31Z-
dc.date.issued2011-10-28en_GB
dc.date.accessioned2011-10-28T16:12:31Z-
dc.conference.date2009en_US
dc.conference.name6th Annual Florida Magnet Research Conferenceen_US
dc.conference.hostUniversity of South Florida College of Nursingen_US
dc.conference.hostMagnet Hospitals of Floridaen_US
dc.conference.hostSigma Theta Tau Internationalen_US
dc.conference.hostFlorida Organization of Nurse Executivesen_US
dc.conference.locationKissimmee, Floridaen_US
dc.description6th Annual Florida Magnet Research Conference � Theme: Research at the Point of Care. Held 12-13 February 2009 at Gaylord Palms Resort and Convention Center, Kissimmee, Florida, USA.en_US
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.-
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