All Teams to Focus on Discharge
Discharge
issues addressed in patient satisfaction survey:
Nursing-Related
Section Results
While results from the sixth period of the Press Ganey patient satisfaction
survey are mixed, there is reason to be proud, according to Patient Satisfaction
Steering Committee members.
In particular, for the period between April and June of 2002, patient attitudes
toward the admission process, meals and tests and treatments all are up slightly.
The Patient Satisfaction Steering Committee has established goals for the coming
year as the hospital strives to continually improve upon patient satisfaction.
The overall goal is for the hospital to rank in the 90th percentile in each
area of the survey, compared with other academic medical centers of similar
size. The 10 areas of the survey include admission, tests and treatments, room,
meals, physicians, nurses, overall assessment, visitors and families, personal
issues, and discharge.
“How patients perceive their care is critical to their overall impression
of BWH. We provide outstanding care at BWH, but we have to continually strive
to be better. Press Ganey is a helpful tool for us to focus on areas of opportunity
to do just that,” said Chief Nursing Officer Nancy Kruger, DNSc, RN.
To help focus improvement for FY 03, the Steering Committee has asked each Care
Improvement Team to place an emphasis on evaluating and enhancing their discharge
processes. This includes evaluation of how discharge plans are discussed early
with the patient and family, what discharge teaching materials exist and how
they are used, and how the logistics of leaving the hospital can be expedited
on the day of discharge.
If you are interested in working on a patient satisfaction program in your
area, contact Kruger.