Navigation Links
The patient satisfaction chasm

Quality is a central component of any discussion around health care and one of the key dimensions and measurements of quality care is the patient experience. However, many healthcare organizations struggle to become 'patient focused' and fail to score well on patient satisfaction surveys. New research from Brigham and Women's Hospital, published in the March edition of British Medical Journal Quality and Safety, offers a potential explanation -- insufficient support from hospital management to improve the patient experience by engaging physicians and nurses in the process.

"Twelve years after the Institute of Medicine's Quality Chasm report called for fundamental improvement to patient-centered care, our findings raise concern as to whether hospital management is actively engaging clinicians in enhancing patient satisfaction," said Ronen Rozenblum, PhD, MPH, lead author of the study and a researcher in the Center of Patient Safety Research & Practice at BWH.

The research findings are based on a survey of 1004 physicians and nurses at four academic hospitals in Denmark, Israel, the UK and the United States. Results indicate that despite expanding initiatives, and the belief of most healthcare organizations that patient experience and satisfaction is important, the majority do not have a structured plan for how frontline providers can improve patient satisfaction during hospitalization.

Specifically researchers report that while 90.4 percent of clinicians surveyed believed improving patient satisfaction during hospitalization was achievable, only 9.2 percent of the clinicians said their department had a structured plan for improving patient satisfaction during hospitalization. Additionally researchers found that of the clinicians surveyed:

  • 38 percent remembered targeted actions that were conducted in their department in order to improve patient satisfaction.

  • 34 percent stated that during the last twelve months they had received feedback from hospital management regarding the level of patient satisfaction in their department.

  • 85 percent thought hospital management should take a more active role in patient satisfaction improvement programs.

  • 83 percent believed achieving high level of patient satisfaction was important for the clinical success of healthcare organizations.

"Organizations that are successful in fostering a culture of patient-centered care have incorporated it as a strategic investment priority by committed leadership, active measurement, feedback of patient satisfaction and engagement of patients and staff," said David Bates, MD, Chief Quality Officer at BWH and senior author of the paper. "We, in healthcare organizations, need to take a more active role in developing and implementing programs to improve patient experience and satisfaction and also in identifying ways to engage frontline clinicians in this process as well as ensuring they get routine feedback about patient experience and satisfaction. Ultimately, the patient experience is at the bedside."

Now that this chasm has been identified and defined, Drs. Bates and Rozenblum are working to address it. They created a framework for a patient experience culture and have begun to take the next steps to test and implement this structured patient satisfaction model.

Rozenblum said, "In order to improve, we need a systematic approach that starts at the bedside and grows up through hospital management levels to policy makers, all of whom should be committed to shifting healthcare organizations toward a culture of patient experience by making patient experience a strategic investment priority."


Contact: Lori J. Schroth
Brigham and Women's Hospital

Related medicine news :

1. Higher-spending hospitals have fewer deaths for emergency patients
2. Researchers uncover a viable way for colorectal cancer patients to overcome drug resistance
3. Vaccine yielded encouraging long-term survival rates in certain patients with NSCLC
4. Study finds doctors have exaggerated fears when starting patients on insulin
5. Diagnostic Scans Tied to Radiation Risk for Gastro Patients
6. Predictors identified for rehospitalization among post-acute stroke patients
7. Pulse pressure elevation could presage cerebrovascular disease in Alzheimers patients
8. Breast cancer patients suffer treatment-related side effects long after completing care
9. Heart failure patients with diabetes may benefit from higher glucose levels
10. Gastro Woes Often Strike Rheumatoid Arthritis Patients
11. Short Walks May Ease Fatigue in Pancreatic Cancer Patients
Post Your Comments:
(Date:6/27/2016)... ... ... recently awarded their highest five-star rating to Best Buy Eyeglasses, an ... United States and Canada wear eyeglasses. Once considered to be a purely functional part ... fashion statement. Even celebrities use glasses as a way of creating an iconic image—like ...
(Date:6/26/2016)... ... June 26, 2016 , ... PawPaws brand pet supplements ... that was developed to enhance the health of felines. The formula is all-natural and ... main herbs in the PawPaws Cat Kidney Support Supplement Soft Chews are ...
(Date:6/25/2016)... ... June 25, 2016 , ... Austin residents seeking Mohs surgery services, can now ... and to Dr. Russell Peckham for medical and surgical dermatology. , Dr. Dorsey brings ... The selective fellowship in Mohs Micrographic Surgery completed by Dr. Dorsey was under the ...
(Date:6/25/2016)... (PRWEB) , ... June 25, 2016 , ... As a ... Magna Cum Laude and his M.D from the David Geffen School of Medicine at ... returned to Los Angeles to complete his fellowship in hematology/oncology at the UCLA-Olive View-Cedars ...
(Date:6/24/2016)... CA (PRWEB) , ... June 24, 2016 , ... A ... procedures that most people are unfamiliar with. The article goes on to state that ... but also many of these less common operations such as calf and cheek reduction. ...
Breaking Medicine News(10 mins):
(Date:6/23/2016)... -- Any dentist who has made an implant supported denture ... of them do not even offer this as a viable ... costs involved. And those who ARE able to offer that ... cost that the majority of today,s patients would not be ... , founder of Dental Evolutions Inc. and inventor of Implanova ...
(Date:6/23/2016)... -- Roche (SIX: RO, ROG; OTCQX: RHHBY) announced that ... PCT (procalcitonin) assay as a dedicated testing solution for ... clearance, Roche is the first IVD company in the ... risk assessment and management. PCT is a ... in blood can aid clinicians in assessing the risk ...
(Date:6/23/2016)... , June 23, 2016 Research ... Pharma News Issue 52" report to their offering. ... in influenza treatment creates a favourable commercial environment for MedImmune ... growing patient base that will serve to drive considerable growth ... vaccine would serve to cap sales considerably, but development is ...
Breaking Medicine Technology: