Patient experience and satisfaction are critical to patient loyalty, name recognition and quality of care. Although patients' perceptions of experience may seem difficult to quantify, the Hospital Consumer Assessment of Healthcare Providers and Systems captures data that can help hospitals identify strengths and weaknesses in patient care.
Some questions HCAHPS asks include "Rate your hospital experience" and "Would you recommend your hospital?" One factor that affects responses to these questions is communication. Physicians' communication with patients is critical when explaining a procedure, for ensuring patients' comfort, for understanding and for safety
Phoenix-based Banner Estrella Medical Center, part of Banner Health, implemented interactive online programs to improve communication and enhance patient experience. HCAHPS data showed that watching one of these programs increased patient satisfaction. Banner Estrella uses these scores and other measures to continue improving patients' experiences.
Interactive online programs
Banner Estrella has implemented interactive programs from Emmi Solutions and Skylight Healthcare Systems to educate patients and address their concerns. These interactive programs offer a variety of services, including walk-throughs of procedures, information on diseases and medication, access to departments to ask questions and inpatient surveys for patients' feedback.
To determine the impact of these interactive programs on patient satisfaction, Banner Estrella provided its HCAHPS results to Emmi Solutions, which analyzed the data. The Banner Estrella HCAHPS analysis survey included results from over 2,900 patients' surveys completed between November 2008 and September 2010. Eighty-eight percent of patients who viewed an Emmi program about their upcoming procedure rated the hospital very highly; only 75 percent of patients who did not view the program ranked the hospital as high. Of the patients who viewed the program, 89 percent said they would recommend the hospital, whereas only 81 percent of the non-viewers said they would. Two-hundred forty-five patients viewed the Emmi program, while 2,802 patients did not. The data analysis showed statistically significant differences between the two groups' answers (p<=0.001).
Gary Foster, associate administrator of Banner Estrella, says the interactive programs make patients "more comfortable and trusting." The success of the technology, reflected in the HCAHPS scores, prompted Banner Estrella to expand the interactive programs throughout the hospital. Based on demographics data, Banner Estrella first focused in the surgical areas and women and infant services, with expansion into cardiology, according to Mr. Foster. He says the programs are underutilized: "They have a lot more potential. The limitation is really only around the programs offered." And because the hospital can post programs, Banner Estrella may be able to adapt the programs to many departments.
In addition to increasing the amount of interactive programs, Mr. Foster said Banner Estrella is working to increase awareness and train staff to use the programs. These efforts are one of many Banner Estrella is pursuing to continue improving patient satisfaction. The hospital has exceeded patient satisfaction targets for year after year and aims to continue to do so.
A team effort
Although certain HCAHPS scores were directly influenced by the online programs, Banner Estrella ensures patient satisfaction through a variety of initiatives. Mr. Foster says the hospital approaches patient satisfaction as a team. There are system teams and facility teams focused on patient experience, for instance. He says "Our goal is to get everybody on the same page: all the associates, physicians and volunteers headed in the same direction when it comes to patient experience."
Mr. Foster says communication is key to improving patient satisfaction. Hospital leaders, physicians, and staff must communicate with each other and with patients. To encourage communication among the hospital's leaders, patient experience is discussed at every leadership meeting. In addition, leaders are updated once a week on Banner Estrella's current standing on HCAHPS. There is a standing agenda item on patient experience to identify barriers and increase awareness of the hospital's performance at every physician leader meeting. "Without awareness, nothing is going to change," says Mr. Foster. An example of how awareness of opportunity can spur improvements is a group of Banner Estrella physicians who volunteered to work to strengthen physician communication after seeing scores that showed room for improvement.
Banner Estrella requires units that scored below the 90th percentile to create an action plan to increase scores. Hospital leaders then review the action plans and follow-up to ensure implementation. "It's not [meant] to be punitive. It's recognizing an area for improvement and [determining] how to improve," Mr. Foster says.
Another strategy for increasing patient satisfaction is "purposeful rounding," according to Mr. Foster. He suggests physicians be proactive when making their rounds and spend time to talk to patients one on one. "Our goal is not just to follow up on complaints, but to solicit feedback on how we can improve," Mr. Foster says.
The interactive online programs also help the hospital receive feedback from patients. As Banner Estrella continues to expand the programs, they may also expect to increase patient satisfaction, loyalty and quality.
Learn more about Banner Estrella Medical Center.
Some questions HCAHPS asks include "Rate your hospital experience" and "Would you recommend your hospital?" One factor that affects responses to these questions is communication. Physicians' communication with patients is critical when explaining a procedure, for ensuring patients' comfort, for understanding and for safety
Phoenix-based Banner Estrella Medical Center, part of Banner Health, implemented interactive online programs to improve communication and enhance patient experience. HCAHPS data showed that watching one of these programs increased patient satisfaction. Banner Estrella uses these scores and other measures to continue improving patients' experiences.
Interactive online programs
Banner Estrella has implemented interactive programs from Emmi Solutions and Skylight Healthcare Systems to educate patients and address their concerns. These interactive programs offer a variety of services, including walk-throughs of procedures, information on diseases and medication, access to departments to ask questions and inpatient surveys for patients' feedback.
To determine the impact of these interactive programs on patient satisfaction, Banner Estrella provided its HCAHPS results to Emmi Solutions, which analyzed the data. The Banner Estrella HCAHPS analysis survey included results from over 2,900 patients' surveys completed between November 2008 and September 2010. Eighty-eight percent of patients who viewed an Emmi program about their upcoming procedure rated the hospital very highly; only 75 percent of patients who did not view the program ranked the hospital as high. Of the patients who viewed the program, 89 percent said they would recommend the hospital, whereas only 81 percent of the non-viewers said they would. Two-hundred forty-five patients viewed the Emmi program, while 2,802 patients did not. The data analysis showed statistically significant differences between the two groups' answers (p<=0.001).
Gary Foster, associate administrator of Banner Estrella, says the interactive programs make patients "more comfortable and trusting." The success of the technology, reflected in the HCAHPS scores, prompted Banner Estrella to expand the interactive programs throughout the hospital. Based on demographics data, Banner Estrella first focused in the surgical areas and women and infant services, with expansion into cardiology, according to Mr. Foster. He says the programs are underutilized: "They have a lot more potential. The limitation is really only around the programs offered." And because the hospital can post programs, Banner Estrella may be able to adapt the programs to many departments.
In addition to increasing the amount of interactive programs, Mr. Foster said Banner Estrella is working to increase awareness and train staff to use the programs. These efforts are one of many Banner Estrella is pursuing to continue improving patient satisfaction. The hospital has exceeded patient satisfaction targets for year after year and aims to continue to do so.
A team effort
Although certain HCAHPS scores were directly influenced by the online programs, Banner Estrella ensures patient satisfaction through a variety of initiatives. Mr. Foster says the hospital approaches patient satisfaction as a team. There are system teams and facility teams focused on patient experience, for instance. He says "Our goal is to get everybody on the same page: all the associates, physicians and volunteers headed in the same direction when it comes to patient experience."
Mr. Foster says communication is key to improving patient satisfaction. Hospital leaders, physicians, and staff must communicate with each other and with patients. To encourage communication among the hospital's leaders, patient experience is discussed at every leadership meeting. In addition, leaders are updated once a week on Banner Estrella's current standing on HCAHPS. There is a standing agenda item on patient experience to identify barriers and increase awareness of the hospital's performance at every physician leader meeting. "Without awareness, nothing is going to change," says Mr. Foster. An example of how awareness of opportunity can spur improvements is a group of Banner Estrella physicians who volunteered to work to strengthen physician communication after seeing scores that showed room for improvement.
Banner Estrella requires units that scored below the 90th percentile to create an action plan to increase scores. Hospital leaders then review the action plans and follow-up to ensure implementation. "It's not [meant] to be punitive. It's recognizing an area for improvement and [determining] how to improve," Mr. Foster says.
Another strategy for increasing patient satisfaction is "purposeful rounding," according to Mr. Foster. He suggests physicians be proactive when making their rounds and spend time to talk to patients one on one. "Our goal is not just to follow up on complaints, but to solicit feedback on how we can improve," Mr. Foster says.
The interactive online programs also help the hospital receive feedback from patients. As Banner Estrella continues to expand the programs, they may also expect to increase patient satisfaction, loyalty and quality.
Learn more about Banner Estrella Medical Center.