How to Avoid Patient Dissatisfaction - Medsinglong

 

Currently the most widely used patient satisfaction survey in the United States is the Healthcare Providers and Systems Hospital Consumers Assessment (HCAHPS), which covers eight areas: communication with physicians, communication with nurses, response from hospital staff, pain management, Communicate about medicines, discharge information, clean hospital environment, and quiet hospital environment. The areas of dissatisfaction found in this study overlap closely with the areas of HCAHPS satisfaction but with some key differences.

 

First of all, the dissatisfaction with the incompetent behavior in our study, aside from the cleanliness of the environment, includes concerns about adverse events and the verge of failure. Other studies have shown that unsatisfactory hospitalization can be predicted by the number of reported problems and the perception of receiving incorrect treatment. Although well-designed methods have been devised to assess and compare the quality and safety of hospitals, patient satisfaction surveys, including HCAHPS, often do not directly ask patients for their perception of safety. In fact, this and other studies show that patients can identify adverse events during hospitalization. Patient reporting may be a useful adjunct to other approaches to the detection and reporting of adverse events.

 

Second, while the HCAHPS and others view the warmth, courtesy, concern and respect as a dimension of patient-centered care, quantitative satisfaction surveys may limit the ability to disregard treatment experience, especially during hospitalization. Most respondents who did not feel respected by the commentary were only able to identify what was encountered at one time and this situation could be covered by other satisfactory exchanges with many care providers. Asking patients directly for any experience of hospitalization makes them feel disrespectful and leaves room for interpretation, which may make it possible to identify problem areas more effectively. This is especially important because even an outrageous treatment, especially when considered to be racial motivations, increases the likelihood of non-compliance or lack of care.

 

 

Third, HCAHPS emphasizes two aspects of communication: between the patient and the doctor, between the patient and the nurse. Our patients confirm these are important, but they also note that the third aspect of communication has led to dissatisfaction: the communication between providers and providers. Failure to communicate and coordinate providers is a major cause of adverse events or nearing failure, but their impact on patient satisfaction has not been extensively assessed. Moreover, patient input is rarely used to identify poor inter-vendor communications. Our research shows that, just as patients can identify adverse events, they can also identify poor providers and providers of communication.

 

Patients' reports of dissatisfied events also underscore the area where small changes in hospital practices can greatly improve patient experience. For example, concerns about the environment, food, sleep, hygiene and pain appear to represent a broader complaint of loss of ownership and control. Hospitalized patients are often forced to live with strangers, suffer from noise and distractions, and relinquish control over drug management when they feel particularly vulnerable. This lack of autonomy for patients shows the importance of small interventions that increase satisfaction, such as individual control of noise and temperature, a clear commitment to a quiet hospital environment, and minimization of disruption and sleep disorders. Single-patient hospital and hospital infection rates, medication errors and patient stress, privacy, rest, visitor involvement, and increased doctor-patient communication. State-of-the-art interventions that are sensitive to private hospital rooms allow the hospital to keep the patient in the same private hospital room throughout the hospital's admission regardless of changes in sensitivity levels.

 

An in-depth analysis of suggestions for improvement through telephone surveys of recently discharged patients is particularly good.

 

An in-depth analysis of recommendations for improvements collected from recent telephone surveys of discharged patients is a particularly appropriate way of identifying a clear expectation of care that is violated by an unsatisfying event. When allowed to express dissatisfaction with suggestions for improvement, patients are free to talk about specific unsatisfactory experiences. Unlike smaller focus groups, using telephone interviews can include a large number of patient responses. Our research is verbal and does not depend on the patient's level of education. In addition, the openness of the challenge avoids some of the common pitfalls of satisfaction surveys. We do not rely on the inherent value of a pre-determined category of satisfaction or the presumption of particular care attributes. In spite of this, our research does have important limitations. The patient's opinion is not compared with chart data or clinical reports. Allowing the caregiver to replace the patient may reduce the identification of some unsatisfactory events. Similarly, patients who are excluded from nursing homes or who do not speak English or Spanish are excluded and may have different unsatisfactory experiences. The interview was short and the unsatisfactory incident was not discussed in detail. Although nearly half of respondents expressed dissatisfaction, some patients may be reluctant to criticize their care directly with hospital representatives. Finally, patients often limit their commentary to one or two less than satisfactory events, even though there may be other events. Therefore, we can not draw conclusions about the relative frequency of unsatisfactory events by field.

 

All hospitalized patients have expectations of their hospital experience. Although the specific expectations vary among patients, expectations for the following are: 1) safety; 2) respect and dignity; 3) prompt and effective care; 4) successful exchange of information; 5) environmental autonomy and control; 6 ) The core expectations of hospitalization in this study include. It may be useful to ensure that surveys clearly meet these expectations after discharge. Efforts to resolve and manage the core expectations of these hospital care may help to reduce patient dissatisfaction with hospitalization and improve the delivery and quality of hospital care.