Kliot Tamara, Zygourakis Corinna C, Imershein Sarah, Lau Catherine, Kliot Michel
Madaktari Africa, Lynchburg, VA, USA.
Department of Neurological Surgery, University of California at San Francisco, San Francisco, CA, USA.
Surg Neurol Int. 2015 Nov 16;6(Suppl 22):S567-72. doi: 10.4103/2152-7806.169538. eCollection 2015.
As reimbursements and hospital/physician performance become ever more reliant on Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS) and other quality metrics, physicians are increasingly incentivized to improve patient satisfaction.
A faculty and resident team at the University of California, San Francisco (UCSF) Department of Neurological Surgery developed and implemented a Patient Education Bundle. This consisted of two parts: The first was preoperative expectation letters (designed to inform patients of what to expect before, during, and after their hospitalization for a neurosurgical procedure); the second was a trifold brochure with names, photographs, and specialty/training information about the attending surgeons, resident physicians, and nurse practitioners on the neurosurgical service. We assessed patient satisfaction, as measured by HCAHPS scores and a brief survey tailored to our specific intervention, both before and after our Patient Education Bundle intervention.
Prior to our intervention, 74.6% of patients responded that the MD always explained information in a way that was easy to understand. After our intervention, 78.7% of patients responded that the MD always explained information in a way that was easy to understand. "Neurosurgery Patient Satisfaction survey" results showed that 83% remembered receiving the preoperative letter; of those received the letter, 93% found the letter helpful; and 100% thought that the letter should be continued.
Although effects were modest, we believe that patient education strategies, as modeled in our bundle, can improve patients' hospital experiences and have a positive impact on physician performance scores and hospital ratings.
随着报销以及医院/医生绩效越来越依赖于医疗服务提供者和系统消费者评估（HCAHPS）及其他质量指标，医生越来越有动力去提高患者满意度。
加利福尼亚大学旧金山分校（UCSF）神经外科的一个教员和住院医师团队开发并实施了一套患者教育包。它由两部分组成：第一部分是术前期望信（旨在告知患者神经外科手术住院前、住院期间和住院后的预期情况）；第二部分是一本三折页手册，上面有神经外科服务团队主治医生、住院医师和执业护士的姓名、照片以及专业/培训信息。我们在实施患者教育包干预前后，通过HCAHPS评分以及针对我们特定干预措施定制的简短调查来评估患者满意度。
在我们进行干预之前，74.6%的患者表示医生总是以易于理解的方式解释信息。在我们进行干预之后，78.7%的患者表示医生总是以易于理解的方式解释信息。“神经外科患者满意度调查”结果显示，83%的患者记得收到了术前信；在收到信的患者中，93%的人认为这封信有帮助；100%的人认为这封信应该继续发放。
尽管效果不显著，但我们认为我们的患者教育包模式中的患者教育策略可以改善患者的住院体验，并对医生绩效评分和医院评级产生积极影响。
