We think we can, we know we can…improving patient satisfaction scores

Abstract

<p>Patient Satisfaction measures play an important role in reimbursement, attracting and retaining patients and patient safety. In 2014, our facility examined our Patient Satisfaction Scores and deemed them less than what we desired. Our Patient Satisfaction Scores for overall hospital ranking in 2014 was 57% - well below the national average of 71%.</p> <p>The Training and Development Department was recruited to work jointly with Nursing Administration to help explore what evidenced-based practices for improving patient satisfaction could best be applied at our facility.</p> <p>To determine knowledge and practice gaps, staff were informally surveyed and also observed during rounding and bedside shift report routines. Once knowledge and practice gaps were identified then we researched best practices for knowledge retention and behavior change methodologies.</p> <p>Based upon our research we developed and implemented an Interprofessional Continuing Education (IPCE) Patient Experience Workshop during the first quarter of 2015. The Workshop involved a traditional class room presentation. A modest improvement in our scores was noted but was not sustained throughout the entire year.</p> <p>With declining Patient Satisfaction Scores we decided to develop and present a Patient Experience Refresher Workshop during the first quarter of 2016. In developing this workshop, we made the decision to expand the number of educational methodologies used to engage our audience and help move learning into a change in behavior.</p> <p>An interprofessional audience attended and our scores have improved greatly. As of April 2016 our Patient Satisfaction Scores for overall hospital ranking has improved to an overall ranking of 78% which is now above the national average of 71%.</p>