Medical College of Wisconsin, Milwaukee, USA.
UT Health San Antonio-Long School of Medicine, San Antonio, USA.
J Gen Intern Med. 2023 Feb;38(2):361-365. doi: 10.1007/s11606-022-07614-1. Epub 2022 Apr 27.
Providers' communication skills have a significant impact on patients' satisfaction. Improved patients' satisfaction has been positively correlated with various healthcare and financial outcomes. Patients' satisfaction in the inpatient setting is measured using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. In this study, we evaluated the impact of dynamic real-time feedback to the providers on the HCAHPS scores.
This was a randomized study conducted at our 550-bed level-1 tertiary care center. Twenty-six out of 27 hospitalists staffing our 12 medicine teams (including teams containing advanced practice providers (APPs) and house-staff teams) were randomized into intervention and control groups. Our research assistant interviewed 1110 patients over a period of 7 months and asked them the three provider communication-specific questions from the HCAHPS survey. Our intervention was a daily computer-generated email which alerted providers to their performance on HCAHPS questions (proportions of "always" responses) along with the performance of their peers and Medicare benchmarks.
The intervention and control groups were similar with regard to baseline HCAHPS scores and clinical experience. The proportion of "always" responses to the three questions related to provider communication was statistically significantly higher in the intervention group compared to the control group (86% vs 80.5%, p-value 0.00001). It was also noted that the HCAHPS scores were overall lower on the house-staff teams and higher on the teams with APPs.
Real-time patients' feedback to inpatient providers with peer comparison via email has a positive impact on the provider-specific HCAHPS scores.
医务人员的沟通技巧对患者满意度有重大影响。患者满意度的提高与各种医疗保健和财务结果呈正相关。住院患者满意度通过医院消费者评估医疗保健提供者和系统（HCAHPS）调查进行衡量。在这项研究中，我们评估了向医务人员提供实时动态反馈对 HCAHPS 评分的影响。
这是在我们 550 张床位的 1 级三级保健中心进行的一项随机研究。在为我们的 12 个内科团队配备的 27 名医院医生中，有 26 名随机分为干预组和对照组。我们的研究助理在 7 个月的时间里采访了 1110 名患者，并询问了他们 HCAHPS 调查中三个与医务人员沟通相关的问题。我们的干预措施是每天通过计算机生成电子邮件，提醒医务人员他们在 HCAHPS 问题（“总是”回答的比例）上的表现，以及他们的同事和医疗保险基准的表现。
干预组和对照组在 HCAHPS 评分和临床经验方面基线相似。与医务人员沟通相关的三个问题的“总是”回答比例在干预组明显高于对照组（86%对 80.5%，p 值<0.00001）。还注意到，住院医生团队的 HCAHPS 评分总体较低，而有 APP 的团队的评分较高。
通过电子邮件向住院医务人员提供实时患者反馈，并与同事进行比较，对医务人员特定的 HCAHPS 评分有积极影响。
