A3 IUHA Patient Satisfaction Survey Quality Improvement Project
1
Date: 11/30/16 IU Health Arnett ED Patient Satisfaction Survey Authors: Jaclyn Bourdon, Madalyn Tadrowski, Lyndsey Sangalis, Margo Pok, Bri Tharp, & Marissa Wuethrich Define Measure Analyze Improve Control Problem: In the month of August 2016, only 13 out of 3859 (0.3%) patients completed a HUMM patient satisfaction survey. Goal: Nurse leaders desire meaningful question content and a 25% response rate. 0.3% 25% 0 10 20 30 % Satisfaction % Satisfaction Performance Gap Now Goal 14 15 15 0 5 10 15 20 Worth Their Time Understand questions Voice Heard # Responses Questions Asked Patient interview Yes Top 3 Questions Implemented PDCA on November 1 st , 2016 New HUMM Survey Questions 1. Did the staff care for you in a respectful and polite way? 2. Did the staff explain your care in a way that you could understand? 3. Did the staff carefully listen to you during your stay? 4. Choose a number that you would use to rate the care you were given during this Emergency Room visit. 0 to 10 scale, 0 being the worst care, 10 being the best care. 5. Based on your experience, would you recommend Indiana University Health Arnett to someone you know? 6. Is there anything you would like to share or a team member you would like to recognize? 7. Thank you for leaving your feedback! If you would like for a member of our leadership team to follow-up with you, please leave your email address or phone number. Sustaining Improvement • Process Owner: oDirector of Emergency Services: Nicole Adams, PhD, RN • Review survey results weekly • Provide feedback to ED staff • Release positive results of increased survey rates to other IU Health hospitals 13 12 11 4 0 2 4 6 8 10 12 14 Process Not offered Pt. do not value Language # of nurses Barriers Barriers As Indicated By Nurses Nurse: 1. Overall Experience 2. Doctor/Nurse Communication 3. Discharge Information Patient: 1. Quick Visit 2. Thorough care 3. Competent staff PDCA 2 nd Week Results Through implementation of our deliverable the expected outcome is to: • Motivate ED staff to administer surveys • Increase response rate from HUMM survey • Receive meaningful data from patients to improve care in ED
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Transcript of A3 IUHA Patient Satisfaction Survey Quality Improvement Project
Date: 11/30/16IU Health Arnett ED Patient Satisfaction Survey Authors: Jaclyn Bourdon, Madalyn Tadrowski, Lyndsey Sangalis, Margo Pok, BriTharp, & Marissa Wuethrich
Def
ine
Mea
sure
An
alyz
e
Imp
rove
Co
ntr
ol
Problem: In the month of August 2016, only 13 out of 3859 (0.3%) patients completed a HUMM patient satisfaction survey.
Goal: Nurse leaders desire meaningful question content and a 25% response rate.
0.3%
25%
0
10
20
30
% Satisfaction
% S
atis
fact
ion
Performance Gap
Now Goal
14 15 15
0
5
10
15
20
Worth TheirTime
Understandquestions
Voice Heard#
Res
po
nse
s
Questions Asked
Patient interview
Yes
Top 3 Questions
Implemented PDCA on November 1st, 2016New HUMM Survey Questions
1. Did the staff care for you in a respectful and polite way?
2. Did the staff explain your care in a way that you could understand?
3. Did the staff carefully listen to you during your stay?
4. Choose a number that you would use to rate the care you were given during this Emergency Room visit. 0 to 10 scale, 0 being the worst care, 10 being the best care.
5. Based on your experience, would you recommend Indiana University Health Arnett to someone you know?
6. Is there anything you would like to share or a team member you would like to recognize?
7. Thank you for leaving your feedback! If you would like for a member of our leadership team to follow-up with you, please leave your email address or phone number.
Sustaining Improvement• Process Owner:
oDirector of Emergency Services: Nicole Adams, PhD, RN• Review survey results weekly• Provide feedback to ED staff• Release positive results of increased survey rates to other IU Health hospitals
1312
11
4
02468
101214
Process Notoffered
Pt. donot value
Language
# o
f n
urs
es
Barriers
Barriers As Indicated By Nurses Nurse:
1. Overall Experience
2. Doctor/Nurse Communication
3. Discharge Information
Patient:1. Quick Visit2. Thorough care3. Competent staff
PDCA 2nd Week Results
Through implementation of our deliverable the expected outcome is to: • Motivate ED staff to administer surveys• Increase response rate from HUMM survey• Receive meaningful data from patients to improve care in ED
