Nursing Home Patient, Family, and Staff Satisfaction Critical Data to Assess Quality

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Nursing Home Patient, Family, and Staff Satisfaction Critical Data to Assess Quality

THE RESIDENTS’POINT OF VIEW


Question to residents: “What does high quality care mean to you?”

Answer: “Good staff”=

1.“they want to help”

2.“they are kind, nice, good to me”

3.“there are enough of them”

4.“they are polite, courteous, respectful, treat me with dignity”

5.“they are friendly, cheerful, pleasant, jolly”

6.“they are patient, they have time for me”

7.“they are patient, listen, take complaints seriously”

8.“they relate well, positively”

9.“they are well-trained, qualified, skilled, knowledgeable”

Patient Satisfaction Assessments capture customer’s expectations & satisfaction.

WHY COLLECT AND PUBLICALLY REPORT SATISFACTION DATA?
Four Main Reasons:

•The Humanistic Reason
•The Efficiency Reason
•The Marketing Reason
•The Economic Reason


ALSO the data and Percentages are People:
•Voices of people
•Perception is reality
•Public relations force


We have found Four Drivers of Satisfaction
•Communication
•Pain management
•Personal needs
•Response to call bells

THE FAMILIES MOST IMPORTANT FEATURE OF QUALITY
According to families:
•Warm staff interaction
•Cleanliness
•Resident grooming
•No pressure sores
•Food choice
•Daily routine choice

Drivers of Consumer Satisfaction
•Competency of staff
•Care (concern) of staff
•Nursing care
•Respectfulness of staff
•Nursing assistant care
•Safety of facility
•Meeting choices/preferences

STAFF SATISFACTION PREDICTS FAMILY SATISFACTION

Satisfied employees report:  •Better supervision•Better training•Better work environments

Higher Employee Satisfaction Creates: •Fewer resident falls •Fewer pressure ulcers •Fewer catheters •Less nurse turnover and absenteeism •Less CNA absenteeism •Higher occupancy rates

Power of Staff Satisfaction Influences •Turnover •Relationships with co-workers, residents, and families •Quality of care •Regulatory compliance

High Turnover = Low Quality

STRUCTURAL MEASURE OF QUALITY

Staff Satisfaction influences Overall satisfaction and Recommendations to others: •Evidence-based •Availability –limited •Recommendation –quarterly updates

Results are Interrelated •Implement principles of culture change –Enhanced leadership practices •Employee Satisfaction –Low turnover, high retention, low absenteeism •Workforce performance •Consumer satisfaction •Clinical outcomes •Regulatory compliance

Care Analytics fosters sustained change and continuous improvement –Drive evidenced-based practices that enhance quality of care and quality of life •Validate superior performance

 

Care Analytics is a tablet-based software that assesses skilled nursing facilities and provides feedback to make quality improvements for patient satisfaction in real time. To advance the patient experience, providers must understand patient needs and address targeted opportunities within patient populations. Care Analytics provides meaningful and actionable insights into every aspect of patient perception. We work with facilities across the globe to collect feedback through real-time point of care tablet based assessments. We provide straight-forward steps focusing on the key drivers of exceptional patient experiences. Our model is based on the marriage of big data and years of experience with improving patient satisfaction

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WAYS TO IMPROVE PATIENT SATISFACTION SURVEY SCORES

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WAYS TO IMPROVE PATIENT SATISFACTION SURVEY SCORES

Patient experience matters. In fact, it’s so important it’s considered a marker of quality patient care, and it is used to determine incentives, Value-Based Payment Modifier reimbursements, amount of shared of savings received by accountable care organization participants, and it is a requirement for maintenance of certification. Yet, it is one of the quality measures that physicians and medical facilities reportedly find most difficult to change.

1. Provide information that’s easy to understand. Facilities sometimes provide too many facts at once, leaving patients to ponder on the first sentence while the doctor has moved on. When explaining important information, consider using the most important points and discuss only these. Provide small chunks of information at a speed the patient can process, and check for understanding after each point. Strategies to improve the patient’s recall of instructions include such as providing event-based and location-based instructions. For example: “Take your antibiotics before breakfast and dinner”

2. Show patients you respect their opinions and that you have heard them. A small investment of just 90 seconds is generally enough time for patients to share their perceptions of the illness, their feelings, and expectations. Also, remember that one of the most effective communication tools for caregivers is silence. Waiting for just two more seconds before responding to a patient can elicit additional important information from the patient. Similarly, waiting an additional two seconds after asking the patient a question allows the patient more time to formulate a meaningful response.

3. Create the perception of adequate time. Caregivers face enormous time pressures, and talk time is at a premium. However, omitting pleasantries is a false economy, as a hurried patient may withhold crucial information necessary for clinical care. Therefore, don’t appear rushed. Avoid checking your watch and talking with one hand on the door handle.

4. Involve the patient in the decision-making process. Here are a few proven techniques suggested by "Skills for Communicating with Patients": • Give the patient a choice. • Share your rationale. • Encourage patient contribution.

5. Create high patient satisfaction. Little things can make a big difference. Be sure to: • Provide a good introduction. • Acknowledge a patient’s waiting time. • Use humor. • Avoid blocking behaviors such as offering advice and reassurance before the main problems have been identified.

6. Be empathic. When patients provide clues about how they are feeling, respond with an empathic response.

7. Understand the patient’s experience and perspective. Consider the patient's interests, work, and hobbies, as well as the patient's condition, experiences with it, ideas about it, and feelings toward it. This will show respect, foster an open dialogue, and enable you to devise treatment strategies the patient is more likely to commit to achieving.

Incorporating these simple techniques into your daily interactions with patients will provide them with a better experience, help them achieve better outcomes, and benefit you and the facility at the same time.

 

Care Analytics is a tablet-based software that assesses skilled nursing facilities and provides feedback to make quality improvements for patient satisfaction in real time. To advance the patient experience, providers must understand patient needs and address targeted opportunities within patient populations. Care Analytics provides meaningful and actionable insights into every aspect of patient perception. We work with facilities across the globe to collect feedback through real-time point of care tablet based assessments. We provide straight-forward steps focusing on the key drivers of exceptional patient experiences. Our model is based on the marriage of big data and years of experience with improving patient satisfaction

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WHY PATIENT SATISFACTION MATTERS

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WHY PATIENT SATISFACTION MATTERS

WHAT IS PATIENT SATISFACTION?

A distinction is sometimes made between measuring a patient’s experience vs. their satisfaction Patient’s review of their care experience is based on what they did or did not experience in their interactions obtaining health care Patient satisfaction is based on patients’ rating of the perception of the care they received Clearly what a patient experiences significantly influences their perception of their care experience + perception = “satisfaction”

WHAT DO PATIENTS WANT?
According to a recent Harris Poll, key factors that contribute to patient satisfaction in rank order are:
•That they are treated with dignity and respect
•That their providers listen carefully to their health concerns
•The provider is easy to talk to
•The provider takes their concerns seriously
•The provider is willing to spend enough time with them
•The provider truly cares about them

WHY IS PATIENT SATISFACTION IMPORTANT?

•Public reporting and comparison on performance, such as HCAHPS
•interest and incentives to improve patient experience
•Evidence suggests strong correlation between patient satisfaction and healthcare outcomes

WHAT ARE THE DIMENSIONS OF PATIENT SATISFACTION?

Communication
•Do providers and staff listen to patients?
•Do patients receive clear, correct information about their diagnosis, medication, care? Access to Care
•How long do patients wait to see their provider?
•Can patients access same-day or next-day appointments? Care Coordination
•Is care quick and easy or confusing and delayed?
•Do providers and care settings work together?

WHAT ARE THE DRIVERS OF PATIENT SATISFACTION?

Leadership commitment to improving patient experience Staff and providers are fully engaged
•Patient impressions of services are being delivered, how the services are being delivered and patient-provider interactions
•Staff are supported and find a match between personal values and those of the organization Respectful partnership between patients and providers/staff
•Enable patients to participate in their care
• Anticipate and respond to patient and family needs Reliable, quality care delivered 24/7 Evidence-based care
•Care is collaborative -internal
•Coordination across sites -external
• What happens when something goes wrong
•Patients

CONCLUSION

A high level of patient satisfaction
• Is of critical importance in healthcare
• Is driven by experience and perception
•Is achieved through a patient-centered approach which leaders, providers, patients and families can influence by working together now the expected outcomes

 

Care Analytics is a tablet-based software that assesses skilled nursing facilities and provides feedback to make quality improvements for patient satisfaction in real time. To advance the patient experience, providers must understand patient needs and address targeted opportunities within patient populations. Care Analytics provides meaningful and actionable insights into every aspect of patient perception. We work with facilities across the globe to collect feedback through real-time point of care tablet based assessments. We provide straight-forward steps focusing on the key drivers of exceptional patient experiences. Our model is based on the marriage of big data and years of experience with improving patient satisfaction
 

 

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