Improvement in Hospital Consumer Assessment of Healthcare Providers and Systems scores
WEDNESDAY, June 3, 2015 (HealthDay News) — A patient satisfaction education, feedback, and incentive intervention provided to internal medicine residents can improve patient satisfaction, according to a study published online May 27 in the Journal of Hospital Medicine.
Gaurav Banka, M.D., from the University of California, Los Angeles, and colleagues assessed an intervention to improve patient satisfaction in a nonrandomized pre-post study conducted from 2011 to 2012. The intervention incorporated patient satisfaction education, including a conference, real-time patient satisfaction score feedback, monthly recognition, and incentives for high scores on patient satisfaction. The intervention was provided to internal medicine resident physicians.
The researchers observed an 8.1 percent increase in the percentage of patients who responded positively to all thee physician-related Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) questions in the intervention cohort, compared with a 1.5 percent increase in the control cohort (P = 0.04). There was a 7.1 percent increase in the percentage of patients who would definitely recommend this hospital to friends and family in the intervention cohort, versus a 1.5 percent increase in the control cohort (P = 0.02).
“To our knowledge, this is the first intervention associated with a significant improvement in HCAHPS scores,” the authors write. “This may serve as a model to increase patient satisfaction, hospital revenue, and train resident physicians.”
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