Background: Patient satisfaction (1), is increasingly tied to Medicare payments. Current standardized surveys (2) collect data 48h to 6wk after discharge.
Hypotheses: Patient needs can be identified during the hospital stay, and inform clinical practices .
Methods: Prospective, patients hospitalized. All patients admitted to our Neuroscience Unit were eligible for inclusion. Exclusion criteria were patient refusal and inability to communicate. A 10 question survey was developed and administered to in-hospital patients. Two questions asked perceived health and prior hospital experiences. Eight questions competitively presented the following domains of patient care: 1. Skills of Physicians and Nurses; 2. Communication of Physicians and Nurses; 3. Patient Knowledge of Medical Condition 4. Empowerment; 5. Responsiveness to Needs; 6. Logistics of Care; 7. Amenities.
Results: Patients reporting hospital experiences as “frustrating, “mixed” or “good” selected Communication and Responsiveness as first and second most important domains respectively. Patients reporting “excellent” prior hospital experiences selected Knowledge and Skills of Physicians and Nurses as first and second most important domains respectively. See Table 1. During survey period, negative HCAPHS survey comments decreased from 46.9% to 2.4%.
Conclusion: In-hospital, real-time, satisfaction data improves identification of specific patient needs. This can be used to align the unique needs of the Stroke patient with hospital practices.
1. Centers for Medicare and Medicaid Services; Value-Based Purchasing; 2. Centers for Medicare and Medicaid Services; HCAPHS