Download - Caring General Hospital PP
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Caring General HospitalRES 320
Customer Satisfaction Survey
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Contents
Introduction
The Problem
Literature Review
Research Design
Methodology
Results
Analysis
Conclusions
Recommendations
References
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Introduction
Our priority - Better careand happier patients
Patients satisfaction survey
Strengths and weaknesses
Room for improvement
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The Problem
Caring General Hospital ranks as the nationstop medical care provider in 2011. To
continue to
provide better care and happier patients, it is
conducting a survey that focuses on patient
satisfaction with:
Doctors
NursesAdministration
Food service
Cleanliness
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Literature Review
Measuring Patient Satisfaction: How to Do it and WhyBother?
Hospital Consumer Assessment of Health Plan Surveys
(CAHPS).
Conversations about Spiritual Concerns Help Improve Patient
Satisfaction.
Hospital Food: Ingredient in Patient Satisfaction.
Medicare Reimbursement Based on Patient Satisfaction.
To Boost Patient Satisfaction Scores, Engage Nurses.
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Research Design
Techniques Used:
Targeted questions to specifically address
patients views on:
Doctors
Nurses
Administration
Food
Overall Facility
Survey distribution was handled in 2fashions:
Self-administered
Via telephone
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Methodology
Working group
Measurement questions
Self-administered questionnaire Phone Survey
Likert Summated Scale
Dummy Table Target Questions
Distribution and collection of data
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Results and Analysis
The administrative staff has an 80% patientsatisfaction rating, 13 % no opinion, and 7% not
satisfied.
Facility cleanliness suffers a low 67%
dissatisfaction rating. Hospital food has a 60% somewhat dissatisfied
rating.
The nurses enjoy a 90% rating in patient care, 87%
respect towards patient, and 91% satisfaction inanswering patients questions.
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Results and Analysis
The specialized care section has a high 55% care
satisfaction rating and a 35% somewhat
dissatisfied rating
88% of the patients feels that thetreatment/procedure plan was clearly explained to
them
91% of the patients feel that they were informed of
the aftercare plan 90% of the patients feel that their religious and
spiritual concerns were not addressed
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Conclusion
Survey was successful
Provided insightful feedback to
ensure that Care General Hospitalimproves as a community hospital
Areas of concern:
CleanlinessFood Quality/Selection
Religious/Spiritual Beliefs
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Recommendations
Cleanliness: Evaluate cleaning staff
Ensure that cleaning frequency is managedappropriately Patient rooms
Waiting rooms
Hallways and common areas
Cafeteria: Daily specials
Local produce and supplies
Religion/Spiritual Beliefs
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References All Out Marketing. (2011). Retrieved from http://www.alloutsuccess.com/marketingminute/176/quick-
and-easy- tips-for-a-targeted-survey Blizzard, R. (2002, November 19). Hospital Food: Ingredient in Patient Satisfaction? Retrieved from
http://.gallup/com/7249/hospital-food-ingredient-patient-satisfaction.aspx
Center for Medicare & Medical Services, MD. (n.d). HCAHPS. Retrieved from
http://www.hacppsonline.org
Cooper, D. R., & Schindler, P. S. (2011). Business Research Methods, Eleventh Edition. Retrieved from
http://ecampus.phoenix.edu/content/eBookLibrary2/content/eReader.aspx
Eat where you food lives. (2012). Retrieved fromhttp://chefmonicapope.keepercollection.com/content/display/page/about-us
Hendren, R. (2004, January 4). To Boost Patient Satisfaction Scores, Engage Nurses. Retrieved from
http://www.healthleadersmedia.com/content/NRS-260917/To-Boost-Patient-Satisfaction-
Scores-Engage- Nurses.html##
Piasecki, A. (2012). The American Customer Satisfaction Index - Press Release April 2012. Retrieved
from http://www.theacsi.org/index.php?option=com content&view=article&id=277%itemid=353
Rau, J. (2011, April 28). Medicare to Begin Basing Hospital Payments On Patient Satisfaction.
Retrieved from http://www.kaiserhealthnews.org/stories/2011/Apr/2008/Medicare-Hospital-Patient-Satisfaction
Reynolds, D. (2011, August 10). Conversations About Spiritual Concerns Help Improve Patient
Satisfaction. Retrieved from http://www.emaxhealth.com/1506/conversations-about-concerns-
help-improve-hospital- patient-satisfactions
White, B. (1999). Measuring Patient Satisfaction: How to Do It and Why to Bother. Retrieved July 20,
2012 from http://www.aafp.org/fpm/1999/0100/p40.html