caring general hospital pp

7/29/2019 Caring General Hospital PP

1/12

Caring General HospitalRES 320

Customer Satisfaction Survey


2/12

Contents

Introduction

The Problem

Literature Review

Research Design

Methodology

Results

Analysis

Conclusions

Recommendations

References


3/12

Introduction

Our priority - Better careand happier patients

Patients satisfaction survey

Strengths and weaknesses

Room for improvement


4/12

The Problem

Caring General Hospital ranks as the nationstop medical care provider in 2011. To

continue to

provide better care and happier patients, it is

conducting a survey that focuses on patient

satisfaction with:

Doctors

NursesAdministration

Food service

Cleanliness


5/12

Literature Review

Measuring Patient Satisfaction: How to Do it and WhyBother?

Hospital Consumer Assessment of Health Plan Surveys

(CAHPS).

Conversations about Spiritual Concerns Help Improve Patient

Satisfaction.

Hospital Food: Ingredient in Patient Satisfaction.

Medicare Reimbursement Based on Patient Satisfaction.

To Boost Patient Satisfaction Scores, Engage Nurses.


6/12

Research Design

Techniques Used:

Targeted questions to specifically address

patients views on:

Doctors

Nurses

Administration

Food

Overall Facility

Survey distribution was handled in 2fashions:

Self-administered

Via telephone


7/12

Methodology

Working group

Measurement questions

Self-administered questionnaire Phone Survey

Likert Summated Scale

Dummy Table Target Questions

Distribution and collection of data


8/12

Results and Analysis

The administrative staff has an 80% patientsatisfaction rating, 13 % no opinion, and 7% not

satisfied.

Facility cleanliness suffers a low 67%

dissatisfaction rating. Hospital food has a 60% somewhat dissatisfied

rating.

The nurses enjoy a 90% rating in patient care, 87%

respect towards patient, and 91% satisfaction inanswering patients questions.


9/12

Results and Analysis

The specialized care section has a high 55% care

satisfaction rating and a 35% somewhat

dissatisfied rating

88% of the patients feels that thetreatment/procedure plan was clearly explained to

them

91% of the patients feel that they were informed of

the aftercare plan 90% of the patients feel that their religious and

spiritual concerns were not addressed


10/12

Conclusion

Survey was successful

Provided insightful feedback to

ensure that Care General Hospitalimproves as a community hospital

Areas of concern:

CleanlinessFood Quality/Selection

Religious/Spiritual Beliefs


11/12

Recommendations

Cleanliness: Evaluate cleaning staff

Ensure that cleaning frequency is managedappropriately Patient rooms

Waiting rooms

Hallways and common areas

Cafeteria: Daily specials

Local produce and supplies

Religion/Spiritual Beliefs


12/12

References All Out Marketing. (2011). Retrieved from http://www.alloutsuccess.com/marketingminute/176/quick-

and-easy- tips-for-a-targeted-survey Blizzard, R. (2002, November 19). Hospital Food: Ingredient in Patient Satisfaction? Retrieved from

http://.gallup/com/7249/hospital-food-ingredient-patient-satisfaction.aspx

Center for Medicare & Medical Services, MD. (n.d). HCAHPS. Retrieved from

http://www.hacppsonline.org

Cooper, D. R., & Schindler, P. S. (2011). Business Research Methods, Eleventh Edition. Retrieved from

http://ecampus.phoenix.edu/content/eBookLibrary2/content/eReader.aspx

Eat where you food lives. (2012). Retrieved fromhttp://chefmonicapope.keepercollection.com/content/display/page/about-us

Hendren, R. (2004, January 4). To Boost Patient Satisfaction Scores, Engage Nurses. Retrieved from

http://www.healthleadersmedia.com/content/NRS-260917/To-Boost-Patient-Satisfaction-

Scores-Engage- Nurses.html##

Piasecki, A. (2012). The American Customer Satisfaction Index - Press Release April 2012. Retrieved

from http://www.theacsi.org/index.php?option=com content&view=article&id=277%itemid=353

Rau, J. (2011, April 28). Medicare to Begin Basing Hospital Payments On Patient Satisfaction.

Retrieved from http://www.kaiserhealthnews.org/stories/2011/Apr/2008/Medicare-Hospital-Patient-Satisfaction

Reynolds, D. (2011, August 10). Conversations About Spiritual Concerns Help Improve Patient

Satisfaction. Retrieved from http://www.emaxhealth.com/1506/conversations-about-concerns-

help-improve-hospital- patient-satisfactions

White, B. (1999). Measuring Patient Satisfaction: How to Do It and Why to Bother. Retrieved July 20,

2012 from http://www.aafp.org/fpm/1999/0100/p40.html

caring general hospital pp

Documents