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Related Experiment Video

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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
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An Integrated Model to Accelerate Patient Satisfaction Improvement.

Dennis R Delisle1, Jana Dajani, Lauren Overton

  • 1Thomas Jefferson University Hospital, Philadelphia, PA.

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|September 11, 2020
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Summary
This summary is machine-generated.

Implementing an integrated model of service excellence training, unit-specific action plans, and leadership rounding significantly improved patient satisfaction in hospitals. This holistic approach offers a scalable solution for healthcare organizations seeking to enhance patient experience.

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Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Quality Improvement Science

Background:

  • Patient satisfaction is increasingly critical for hospital strategy and operations.
  • Financial incentives/penalties linked to satisfaction scores necessitate accelerated improvement efforts.
  • Existing research highlights individual strategies like leadership rounding and training, but lacks a holistic, integrated model.

Purpose of the Study:

  • To evaluate the effectiveness of an integrated model for improving patient satisfaction.
  • To incorporate best practices into a comprehensive, holistic approach for community hospitals.

Main Methods:

  • The integrated model combined service excellence training, nursing unit-specific action plans, and weekly leadership rounding.
  • The study was conducted in a community hospital setting.
  • Data on patient satisfaction was collected and analyzed to assess impact.

Main Results:

  • Implementation of the integrated model resulted in significant improvements in patient satisfaction.
  • The observed improvements were sustainable over time.
  • The community hospital setting provided a viable environment for testing the model.

Conclusions:

  • An integrated model incorporating service excellence training, unit-specific action plans, and leadership rounding is effective for enhancing patient satisfaction.
  • This holistic approach can be leveraged and scaled across different healthcare organizations.
  • The study demonstrates a successful strategy for accelerating positive change in patient experience.