McCaffrey Ryan, Hale Dane, Kunupakaphun Schawan, Kaufman Laura, Eamranond Pracha
Lawrence General Hospital, Lawrence, MA, USA.
Greater Lawrence Family Health Center, Lawrence, MA, USA.
J Patient Exp. 2020 Aug;7(4):522-526. doi: 10.1177/2374373519860041. Epub 2019 Jul 9.
Improving patient satisfaction scores has become a key focus of health-care organizations nationwide but can be a struggle for community hospitals with constrained resources, and particularly challenging for hospitalist programs due to provider variance and turnover. Using the framework of appreciative inquiry, we implemented a multipronged intervention including a rounding model whereby hospitalist leaders rounded on patients and relayed commentary back to their hospitalist providers. We communicated positive feedback preferentially over negative feedback to the entire hospitalist group through regular communication. Providers were encouraged to employ best practices including sitting with the patient, reviewing recommendations using teach back, and providing business cards. Scores improved in the physician communication category by approximately 1% annually from fiscal year 2015 through 2018, with our percentile rank improving 35 percentile points during that time. These findings indicate that a multifaceted approach including best practices is associated with improved patient experience regarding communication with physicians.
提高患者满意度评分已成为全国医疗保健机构的关键关注点，但对于资源有限的社区医院而言可能是一项难题，而对于住院医师项目来说，由于医疗服务提供者的差异和人员流动，这一挑战尤为突出。我们运用赞赏式探询框架，实施了一项多管齐下的干预措施，其中包括一种查房模式，即住院医师负责人查房时与患者交流，并将反馈意见传达给住院医师。我们通过定期沟通，优先向整个住院医师团队传达积极反馈而非负面反馈。鼓励医疗服务提供者采用最佳实践方法，包括与患者坐在一起、运用“复述法”复查建议以及提供名片。从2015财年到2018年，医师沟通类别中的评分每年提高约1%，在此期间我们的百分位排名提高了35个百分点。这些发现表明，包括最佳实践方法在内的多方面举措与改善患者在与医师沟通方面的体验相关。
