Linda Shin MPH Clinical Safety amp Effectiveness Team Members Sponsor Randy Urban MD Astrud Leyva MD Beverly Mizell RN Corrin Le Vasseur MPA Deven Barriault RN Jennifer Zirkle RN Linda Shin MPH ID: 675102
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Patient Satisfaction Optimization
Linda Shin, MPHClinical Safety & EffectivenessSlide2
Team Members
Sponsor: Randy Urban, MDAstrud Leyva, MDBeverly Mizell, RN
Corrin Le Vasseur, MPA
Deven Barriault, RN
Jennifer Zirkle, RNLinda Shin, MPHLindsay Sonstein, MD
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Background
UTMB measures patient satisfaction levels using Press Ganey surveys
Patient satisfaction optimization team reviewed past
Press Ganey survey results and identified “Blood Draw” as
an area in need of improvement
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What Were We Trying To Accomplish?
Aim Statement
Increase patient satisfaction mean scores by 1.0 point for the Press Ganey question, “the courtesy of person who drew blood’, for units 9D (Transplant) and 10C (Acute Care for Elders) for July and August 2010.
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Baseline: Acute Care For Elders (ACE) Unit
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Baseline: Transplant UnitSlide7
Process MappingSlide8
Flow DiagramSlide9
Fishbone DiagramSlide10
Brainstorm
Met with the stakeholders
Nursing Staff
Lab management
All inpatient phlebotomists
Reviewed and analyzed patients’ comments included in Press Ganey survey results
Multiple list serve queries
University Hospital Consortium
American College of Healthcare ExecutivesSlide11
Matrix of Possible InterventionsSlide12
Project Plan
Tent cards (English and Spanish)
AIDET training for phlebotomists (Acknowledge, Introduce, Duration, Explanation, and Thank You)
Patient education
Coordination of vital signs and blood draw on ACE unitSlide13
Secondary Interventions
Tent Cards
Added a note for patients to score us on Press Ganey
Laminated the cards
Housekeeping, patient advocates, and unit nursing staff were all involved in keeping the tent cards at the patients’ bedside
Patient education was provided during the admission processSlide14
Results – ACE Unit (92.50)
mean = 86.66
mean = 90.26Slide15
Results – Transplant Unit (80.71)
mean = 88.51
mean = 85.42Slide16
Discussion
We found significant differences in the outcomes at these two units. One of the contributing factors was the differences in the patient population. Another may be that the transplant unit was less frequently staffed by UTMB nurses.
For future patient satisfaction initiatives, it will be important to have representatives from each specialty to arrive at best solutions and improvement initiatives. Slide17
Barriers And Challenges
More agency nurses than expected worked on the Transplant Unit
Tent cards were thrown away
Coordination between PCTs and phlebotomists was not always feasible
Delays in obtaining reliable Press Ganey survey resultsSlide18
Next Steps
Work with UTMB Organizational Effectiveness, Training, and Recognition
department
to continue AIDET training for all inpatient nurses and new phlebotomists.Work with Patient Services to create appropriate signs/posters for each unit to increase the number of returned surveys.
Provide in-service for nurses to educate patients regarding phlebotomy.
Recommend to laboratory operations to utilize a standard schedule for phlebotomy activity and to coordinate with other morning activities at each unit. Slide19
Return On Investment
Year 1
Costs
$21, 179
Benefit
*
---
Annual Net Benefit
($21,179)
Cumulative Benefit
($21,179)
*Satisfaction leads to patient loyalty, and increased loyalty is the single most important driver of long term financial performance.
Jones and
Sasser
**More
frequent blood draws may lead to lower satisfaction level and higher costSlide20
Conclusion
We CAN improve our patients’ satisfaction!
Hospital stays are full of surprises and it is important to let patients know what to expect during their stay.
Institutions may need specialty- and patient population-specific initiatives to address patient satisfaction.Slide21
Acknowledgment
Susan Seidensticker
Lab Management:
Bert Nash
Ricardo Segura
Theresa Friloux
Patient Advocates
Tony Armenta
Jeanette Mancha
Phlebotomy Team
Transplant and ACE unit staff
Environmental Services
OETR
Bob Scott and Martha LivanecSlide22
Questions?
“To improve is to change. To be perfect is to change often.” - Winston Churchill