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The patient satisfaction chasm
Date:3/1/2013

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 l
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Contact: Lori J. Schroth
ljschroth@partners.org
617-534-1604
Brigham and Women's Hospital
Source:Eurekalert

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