Patient satisfaction

Innovations

Supported by Nutrition Education, Inpatients with Diabetes Choose from Unrestricted Menu, Leading to Higher Satisfaction and Better Food Choices 10/20/10

Rather than being placed on a specialized meal plan, diabetic inpatients order meals from an unrestricted (patient-controlled) menu after receiving education from nutrition staff about how to make appropriate food selections, with additional education provided to those consistently making “incorrect” choices. The program increased patient satisfaction without having a negative impact on the ability to achieve consistent carbohydrate intake and blood glucose control.

Comprehensive Electronic and Personal Health Record System Enhances Patient Engagement and Improves Efficiency of Physician Practice 10/07/10

A large group practice operates an electronic health record system that is closely integrated with a personal health record system that gives patients (and authorized caregivers as proxy users) secure access to key components of their medical records and the ability to request appointments, renew prescriptions, and communicate with physicians electronically. The integrated system has generated high levels of satisfaction among patients and caregivers, who report increased involvement in their health care, and physicians who report being able to practice more efficiently.

Program to Engage Employees in Quality Improvements Increases Patient and Employee Satisfaction and Reduces Staff Turnover 07/18/10

Sharp HealthCare incorporates a number of mechanisms to encourage employee engagement in patient service improvements, leading to higher patient satisfaction, perception of higher quality in the community,

Active Solicitation of Patient Feedback and Engagement of Employees in Customer Service Significantly Increases Patient Satisfaction 07/02/10

A health system gathers patient feedback through multiple channels and uses this feedback to develop patient-centered initiatives to improve customer service, leading to a significant increase in patient satisfaction and top-decile performance on measures relating to overall hospital quality and willingness to recommend the organization.

Hospital Provides Non-English-Speaking Patients With Recording of Discharge Instructions in Native Language, Leading to Improved Comprehension and High Satisfaction 06/10/10

A hospital makes a telephone-based recording of discharge instructions available to non–English-speaking and low-literacy patients in their native language, leading to improved comprehension of discharge instructions and high levels of patient/family satisfaction.

Co-Located, Independent Primary Care and Specialty Practices Collaborate to Enhance Access, Improve Quality and Satisfaction 06/03/10

A medical complex houses a primary care practice, a wide array of specialty practices, and ancillary service providers who operate independently but collaborate closely to provide same-day access and communicate in real time on individual cases, leading to improvements in breast and colon cancer screening rates and to higher physician and patient satisfaction.

Shared Decision Making for Breast Cancer Patients Leads to High Levels of Patient Satisfaction, and Comfort With Decisions and Treatment Preferences 04/14/10

Decision aids and one-on-one counseling sessions help newly diagnosed breast cancer patients evaluate their treatment options and preferences before the initial surgeon visit, leading to high levels of patient satisfaction and knowledge, less conflict about and greater comfort with decisions made, many changes in treatment preferences, and better patient–surgeon interactions.

Patient Advisors Participate in Hospital Councils, Committees, Staff Training, and Other Activities, Contributing to Improved Patient Satisfaction and Better Organizational Performance 03/29/10

Current and former patients participate in hospital and department advisory councils, committees, peer support, staff training and education, and other activities related to patient-centered care, contributing to higher patient satisfaction and improved organizational performance.

Hospital-Based Palliative Care Program Adds Comprehensive Outpatient Services, Leading to Better Access and High Patient and Provider Satisfaction 12/29/09

A medical center added outpatient palliative services, including symptom management and holistic emotional, psychosocial, and spiritual care, to its comprehensive inpatient palliative care services, leading to improved access and high levels of patient, family, and provider satisfaction.

Multidisciplinary Team Brings Palliative Care to Rural Patients, Leading to Improved Symptom Management and High Levels of Satisfaction 12/09/09

A palliative care program brings holistic physical, spiritual, and psychosocial support and care to patients in rural areas in their setting of choice, leading to improved symptom management and high levels of patient and provider satisfaction.

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