Jun Jin, Stern Kailyn, Djukic Maja
School of Nursing and the Institute for Healthcare Policy and Innovation, University of Michigan, Ann Arbor, USA.
University of Rochester Medical Center, NY, USA.
J Patient Exp. 2020 Dec;7(6):882-892. doi: 10.1177/2374373520925271. Epub 2020 May 19.
Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is the first national, standardized, publicly reported survey of patients' perspectives of hospital care closely linked to hospitals' reimbursement and reputation. Thus, it is critical to learn about what interventions work for improving HCAHPS. Eight peer-reviewed studies examining nursing-led interventions at improving patient satisfaction in hospitals, measured by the HCAHPS, were identified. Using the Critical Appraisal Skills Program for cohort studies, each study was evaluated for a level of evidence. Interventions that increased HCAHPS were (1) nursing rounds, (2) the use of discharge nurses, (3) follow-up phone calls by nurses, and (4) continuing education for nurses. However, the quality of evidence is low and based on single-site, pre-postdesign studies. Hospital leaders should focus their efforts on a combination of nurse rounding, comprehensive discharge planning to improve patients' overall experience with hospital care, and their likelihood to recommend the hospital.
医院医疗服务提供者与系统消费者评估（HCAHPS）是首个全国性、标准化且公开报告的针对患者对医院护理看法的调查，该调查与医院的报销和声誉密切相关。因此，了解哪些干预措施对改善HCAHPS有效至关重要。我们确定了八项经过同行评审的研究，这些研究考察了以护理为主导的干预措施对提高医院患者满意度的作用，患者满意度通过HCAHPS进行衡量。使用队列研究的批判性评估技能计划，对每项研究的证据水平进行了评估。提高HCAHPS的干预措施包括：（1）护理查房；（2）配备出院护士；（3）护士进行随访电话；（4）护士继续教育。然而，证据质量较低，且基于单中心、前后设计的研究。医院领导应将工作重点放在护理查房、全面出院计划相结合上，以改善患者对医院护理的整体体验，以及他们推荐该医院的可能性。
