Improving patient satisfaction: the virtual breakthrough series collaborative.

Area of Science:

• Healthcare Management
• Quality Improvement in Healthcare
• Patient Satisfaction Studies

Background:

• Siloam Hospitals (SHs) aimed to enhance patient satisfaction index (PSI).
• Indonesia's vast geography presents challenges for standardized healthcare quality initiatives.
• The Institute of Healthcare Improvement's virtual breakthrough series collaborative (VBSC) model was considered.

Purpose of the Study:

• To improve the patient satisfaction index (PSI) at Siloam Hospitals.
• To adapt and implement the virtual breakthrough series collaborative (VBSC) model, overcoming Indonesia's geographical barriers.
• To assess the effectiveness of a virtual collaborative approach in enhancing patient satisfaction.

Main Methods:

• The virtual breakthrough series collaborative (VBSC) methodology was employed, guided by the Institute of Healthcare Improvement.
• Subject matter experts collaborated across global quality development, sales, marketing, and talent management.
• Patient satisfaction (PS) was measured using the SH Customer Feedback Form and analyzed with Friedman's test.

Main Results:

• Friedman's test revealed a statistically significant increase in the in-patient (IP) department PSI during the VBSC (χ² = 44.00, p<0.001).
• Post hoc analysis confirmed continuous PSI increases across baseline, action, and continuous improvement phases for IP and out-patient departments.
• The virtual approach proved cost-effective in addressing Indonesian geographical challenges.

Conclusions:

• The VBSC, implemented virtually, successfully improved patient satisfaction in the Indonesian hospital setting.
• While not using a control group, the study demonstrated the VBSC's potential for enhancing patient satisfaction despite geographical limitations.
• This virtual collaborative model offers a scalable and cost-effective strategy for other hospital groups seeking to improve their PSI.