Hospitals that implement new measures and processes to improve quality may see an initial decline in patient satisfaction, according to researchers at Ohio State University.
For their study, researchers surveyed directors of quality or chief nursing officers at 284 hospitals in 44 states to assess quality improvement efforts, management styles and patient safety cultures. The researchers also reviewed state mandates on reducing infections for those 44 states as well as Hospital Compare quality scores and HCAHPS results reported from April 2009 to March 2010.
An analysis of these data showed hospitals' emphasis on quality improved clinical quality, with state mandates reinforcing those improvements. They also found an initial decrease in patients' experiences, though hospitals adjusted processes to improve patient satisfaction. The researchers concluded healthcare providers may excel in both clinical quality and patient experiences when leaders are patient-centric while designing process improvements.
For their study, researchers surveyed directors of quality or chief nursing officers at 284 hospitals in 44 states to assess quality improvement efforts, management styles and patient safety cultures. The researchers also reviewed state mandates on reducing infections for those 44 states as well as Hospital Compare quality scores and HCAHPS results reported from April 2009 to March 2010.
An analysis of these data showed hospitals' emphasis on quality improved clinical quality, with state mandates reinforcing those improvements. They also found an initial decrease in patients' experiences, though hospitals adjusted processes to improve patient satisfaction. The researchers concluded healthcare providers may excel in both clinical quality and patient experiences when leaders are patient-centric while designing process improvements.
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