Timely resolution of patient concerns improves post-discharge satisfaction

Area of Science:

• Healthcare Management
• Patient Experience
• Nutrition Services

Background:

• Patient satisfaction is a key metric in healthcare quality.
• Food and Nutrition Services (FNS) play a crucial role in the inpatient experience.
• Identifying and addressing patient dissatisfaction with FNS is essential for service improvement.

Purpose of the Study:

• To evaluate the impact of a dedicated FNS Patient Advocate program on post-discharge patient satisfaction.
• To determine if proactive intervention by an FNS Patient Advocate improves patient perception of FNS.
• To assess patient recall and satisfaction with the FNS Patient Advocate interaction.

Main Methods:

• A prospective study involving inpatients with low FNS satisfaction ratings (≤3/5).
• Intervention group: Patients visited by an FNS Patient Advocate.
• Post-discharge surveys were administered to assess satisfaction with FNS attributes and advocate interaction.

Main Results:

• 73% of patients recalled their interaction with the FNS Patient Advocate.
• Patients reported high satisfaction with the Advocate (mean=5.8/7).
• Significant improvements in post-discharge satisfaction were observed for diet explanation, food temperature, quality, server courtesy, and food availability (P<0.01).

Conclusions:

• The FNS Patient Advocate program is an effective strategy for enhancing inpatient satisfaction.
• Addressing patient concerns during hospitalization leads to improved post-discharge perceptions of FNS.
• Proactive patient advocacy in nutrition services positively influences overall patient experience and satisfaction.