Patient satisfaction - BMJ article

The patient satisfaction chasm: the gap between hospital management and frontline clinicians 
BMJ Quality & Safty 2013;22:3 242-250 Published Online First: 23 November 2012  (f/t via Athens)

Abstract

Background Achieving high levels of patient satisfaction requires hospital management to be proactive in patient-centred care improvement initiatives and to engage frontline clinicians in this process.

Method We developed a survey to assess the attitudes of clinicians towards hospital management activities with respect to improving patient satisfaction and surveyed clinicians in four academic hospitals located in Denmark, Israel, the UK and the USA.

Results We collected 1004 questionnaires (79.9% response rate) from four hospitals in four countries on three continents. Overall, 90.4% of clinicians believed that improving patient satisfaction during hospitalisation was achievable, but only 9.2% of clinicians thought their department had a structured plan to do so, with significant differences between the countries. Among responders, only 38% remembered targeted actions to improve patient satisfaction and just 34% stated having received feedback from hospital management regarding patient satisfaction status in their department during the past year. In multivariate analyses, clinicians who received feedback from hospital management and remembered targeted actions to improve patient satisfaction were more likely to state that their department had a structured plan to improve patient satisfaction.

Conclusions This portrait of clinicians’ attitudes highlights a chasm between hospital management and frontline clinicians with respect to improving patient satisfaction. It appears that while hospital management asserts that patient-centred care is important and invests in patient satisfaction and patient experience surveys, our findings suggest that the majority do not have a structured plan for promoting improvement of patient satisfaction and engaging clinicians in the process.

How undergraduates improve compliance with handwashing

The MAPS (Measure to Achieve Patient Safety ) program was developed at UCLA Medical Centre to lead the improvement of the patient safety in the hospital as a result of the Institute of Medicine's report on the poor patient safety standards in America - patient identification and handwashing in particular.

Since 2004, 20 undergraduates and 2 student leaders have been selected each year to take part in the MAPS program. They were given training in observing compliance with handwashing guidelines and adherence to rules in patient identification. About 700-800 observations per month were reported to clinicians and departmental leads. Handwashing increased from 50% to 93% and nurses' checking of 2 patient identifiers at medication administration increased from 50% to 95%.

This program was published in Academic Medicine, the author said that MAPS program has been widely accepted by clinical staff and has made significant contribution to the UCLA's safety programs. It is also easily adaptable in other academic centres.

Source: "Observation and measurement of hand hygiene and patient identification improve compliance with patient safety practices". Academic Medicine. December 2009. 84(12):1705-1712. (f/t via Athens)