Assignment: Hospital Patient Satisfaction Survey

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Assignment: Hospital Patient Satisfaction Survey

Assignment: Hospital Patient Satisfaction Survey

Patient Satisfaction Indicator Current Performance Goal
Hospital cleanliness 8.2 > = 9.2
Overall patient satisfaction with doctors 7.6 > = 9.2
Average patient wait time 13 minutes < = 15 minutes
Overall patient satisfaction with hospital 9.7 > = 9.2

Complete the following prompts based on the chart provided above.

Patient Satisfaction Strength

· Identify a patient satisfaction indicator that could be considered a strength for the hospital based on its current performance and the hospital’s goal.

· Identify a strategy the hospital could use so that this indicator remains a strength in patient satisfaction.

[Insert Response]

Patient Satisfaction Weakness

· Identify a patient satisfaction indicator that could be considered a weakness for the hospital based on its current performance and the hospital’s goal.

· Identify a strategy the hospital could use so that this indicator does not remain a weakness in patient satisfaction.

[Insert Response]

Patient Satisfaction Opportunity

· Identify a patient satisfaction indicator that could be considered an opportunity for the hospital based on its current performance and the hospital’s goal.

· Identify a strategy the hospital could use so that this indicator could transform into a strength in patient satisfaction.

[Insert Response]

Explain the importance of effective consumer relations in the health care industry.

· Consider the role data (e.g., surveys) plays in effective consumer relations.

· Consider the role communication plays in effective consumer relations.

[Insert Response]

Cite any peer-reviewed, scholarly, or similar references used to support your assignment

[Insert references used]

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Maximizing patient satisfaction is an important aim for health care leaders, physicians, nurses, and other hospital workers. 
Patients should be satisfied not just with their health care and its outcomes, but also with the non-clinical parts of their patient experiences, according to health care organizations. 
Providers want patients to feel respected and that hospital staff is doing all possible to heal them in the safest and most medically advantageous way possible. 
For these reasons, health-care companies have long used patient satisfaction surveys to better understand their patients’ viewpoints.


Given the importance of patient satisfaction in today’s health care, it’s useful to define and describe the aspects of care or patient/provider interactions that affect it. 
Patient satisfaction has become an important aspect of the present health-care delivery system, despite the fact that not everyone agrees on exactly what it is or how to evaluate it.


What Do You Mean When You Say “Patient Satisfaction”?
One performance indicator of health-care quality is patient satisfaction. 
Three domains of patient satisfaction are described by the authors of this Hastings study: the delivery of essential medical care; treatments sought by patients and their families (which may or may not be beneficial to good health); and provider activities and behaviors that encompass compassionate care and the safeguarding of human dignity. 
While these categories show evaluable components of patient’s experience, patient satisfaction is mostly subjective and is determined by the patient’s impressions of their expectations. 
It’s challenging to define and assess patient satisfaction because of the varying levels of quality.


Patient satisfaction surveys are often employed as measurement technique because patient satisfaction is not readily apparent. 
Patient satisfaction surveys aim to turn subjective results into useful, quantitative, and actionable information. 
Identifying which aspects of patient satisfaction to measure, developing reliable and valid questions, randomly sampling individuals from within patient population, and using standard techniques such as mail surveys, telephone surveys, or face to face interviews are all part of measuring patient satisfaction and extracting useful and relevant information.


Patient satisfaction surveys are often employed as measurement technique because patient satisfaction is not readily apparent. 
Patient satisfaction surveys aim to turn subjective results into useful, quantitative, and actionable information.


Self-reported patient assessments of many touchpoints during their medical care experience are captured in patient satisfaction questionnaires. 
Examples are staff response, clinician communication, technical skill, and hospital environment, depending on which component of patient satisfaction is being measured. 
The degree to which patients are “pleased” is determined by their expectations for these many touchpoints.


Patient satisfaction surveys can be designed and administered in-house, but many hospitals rely on third-party providers with experience in generating, delivering and interpreting statistically valid patient satisfaction surveys. 
To get complete picture of the patient experience, several hospitals combine the necessary HCAHPS questions with additional patient-centered inquiries.


Survey of the HCAHPS
The establishment of the Hospital Consumer Assessment of Healthcare Providers and Systems Survey contributed to the current prevalence of patient satisfaction surveys (HCAHPS). 
The Centers for Medicare Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ) collaborated to establish the HCAHPS, 27-question survey (AHRQ). 
It was created to capture the perspectives of patients (both Medicare recipients and non-recipients) on their health-care experiences. 
The HCAHPS survey facilitates health-care consumer decision-making by standardizing data and allowing individuals to compare facilities easily. 
Survey results were first released on the CMS Hospital Compare Site in 2008, after being adopted nationally in 2006. 
The HCAHPS survey was intended to meet three purposes, according to CMS:


Providing “objective and meaningful hospital comparisons” to health-care customers.


The results of the HCAHPS should be made public in order to encourage hospitals to improve care quality.


By increasing responsibility in exchange for the public’s investment, “improving transparency” of care quality can be achieved.


The survey “contains 27 items: 18 substantive items that cover critical aspects of the hospital experience (communication with doctors, communication with nurses, responsiveness of hospital staff, cleanliness of the hospital environment, quietness of the hospital environment, pain management, communication about medicines, discharge information, overall rating of hospital, and hospital recommendation),” according to CMS. 
To address comments and research, survey questions are revised on regular basis. 
In response to the opioid crisis, CMS changed the pain management items on the HCAHPS survey with new questions that give composite measure called “Communication About Pain” beginning January 1, 2018.
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