Chiloiro Giuditta, Romano Angela, D'Aviero Andrea, Dinapoli Loredana, Zane Elisa, Tenore Angela, Boldrini Luca, Balducci Mario, Gambacorta Maria Antonietta, Mattiucci Gian Carlo, Malavasi Pierluigi, Cesario Alfredo, Valentini Vincenzo
Istituto di Radiologia, Università Cattolica del Sacro Cuore, 00168 Rome, Italy.
UOC Radioterapia Oncologica, Dipartimento di Diagnostica per Immagini, Radioterapia Oncologica ed Ematologia, Fondazione Policlinico Universitario "A. Gemelli" IRCCS, 00168 Rome, Italy.
Healthcare (Basel). 2021 Sep 26;9(10):1268. doi: 10.3390/healthcare9101268.
Patient's satisfaction is recognized as an indicator to monitor quality in healthcare services. Patient-reported experience measures (PREMs) may contribute to create a benchmark of hospital performance by assessing quality and safety in cancer care.
The areas of interest assessed were: patient-centric welcome perception (PCWP), punctuality, professionalism and comfort using the Lean Six Sigma (LSS) methodology. The RAMSI (Radioterapia Amica Mia SmileIN My Friend Radiotherapy), project provided for the placement of SI totems with four push buttons using HappyOrNot technology in a high-volume radiation oncology (RO) department. The SI technology was implemented in the RO department of the Fondazione Policlinico Universitario A. Gemelli IRCCS. SI totems were installed in different areas of the department. The SI Experience Index was collected, analyzed and compared. Weekly and monthly reports were created showing hourly, daily and overall trends.
From October 2017 to November 2019, a total of 42,755 votes were recorded: 8687, 10,431, 18,628 and 5009 feedback items were obtained for PCWP, professionalism, punctuality, and comfort, respectively. All areas obtained a SI-approved rate ≥ 8.0.
The implementation of the RAMSI system proved to be doable according to the large amount of feedback items collected in a high-volume clinical department. The application of the LSS methodology led to specific corrective actions such as modification of the call-in-clinic system during operations planning. In order to provide healthcare optimization, a multicentric and multispecialty network should be defined in order to set up a benchmark.
患者满意度被视为监测医疗服务质量的一项指标。患者报告体验指标(PREMs)可能有助于通过评估癌症护理的质量和安全性来创建医院绩效基准。
使用精益六西格玛(LSS)方法评估的感兴趣领域包括:以患者为中心的欢迎感知(PCWP)、准时性、专业性和舒适度。RAMSI(我的友好放疗,Radioterapia Amica Mia SmileIN My Friend Radiotherapy)项目规定在一个大型放射肿瘤学(RO)科室使用HappyOrNot技术放置带有四个按钮的SI图腾。SI技术在罗马天主教大学圣心综合医院基金会(Fondazione Policlinico Universitario A. Gemelli IRCCS)的RO科室实施。SI图腾安装在科室的不同区域。收集、分析和比较了SI体验指数。创建了每周和每月报告,展示每小时、每日和总体趋势。
2017年10月至2019年11月,共记录了42755票:PCWP、专业性、准时性和舒适度分别获得8687、10431、18628和5009条反馈。所有领域的SI批准率均≥8.0。
根据在一个大型临床科室收集的大量反馈项目,RAMSI系统的实施被证明是可行的。LSS方法的应用导致了具体的纠正措施,如在运营规划期间修改门诊预约系统。为了实现医疗优化,应定义一个多中心、多专科网络以建立基准。