Quantitative Article

Healthcare is in a constant state of change with movements that impact rates, access and quality of care. Hospitals have become more competitive due to the rising cost of care delivery and the reduction in reimbursement from payers. This causes difficulty in delivering quality care to all patients, which is being measured by mandated patient perception surveys, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). HCAHPS scores are part of value

Satisfaction scores are based on the percentage of participants scoring a question given with the highest possible response such as “definitely yes or always”. These scores are then used to make improvements to the services that the hospital provides. The marks are compared to other hospitals in the area with the same specialty service during the period of July 2016 until December of 2015. The Sterling Heights Medical Center location scored above average in the following areas: Overall satisfaction with the physician 88.2 % with the other Michigan hospitals scoring 87.0%. How well the patient’s pain was controlled was 84.7% with other local hospitals scoring 80.9%, and the nursing care satisfaction was 89.5% with other local hospitals scoring 88.2%. Henry Ford Hospital is located on W. Grand Blvd in downtown Detroit was one of the HFHS locations that scored below average as compared to other Southeast Michigan Hospitals. The results are as follows: Overall satisfaction with physician was 84.9% with local hospitals scoring 87.0%. How well the patient’s pain was controlled scored 75.5% as compared to 80.9%, and nursing care came in at 83.3% with the local average being 88.2% (Patient Satisfaction Survey,

With patients today using the threat of reporting low satisfaction rates in the hopes of receiving faster or higher quality care, they seem to have taken the upper hand in some of the decision making of what will take place in the healthcare world (Sullivan). But is it really the survey results that will make the drastic changes that are needed?

The author undertook an electronic search were used to collect the literature. Three electronic databases were used; Cumulative Index to Nursing and Allied Health Literature (CINAHL), Medline and PsychInfo. These three databases were chosen as they are often used by nurses, allied health professionals, researchers, students and nurse educators to research their subject area (Aveyard, 2014).

patient and family satisfaction could go a long way to advance the quality of patient care throughout the hospital.

This paper will describe current quality outcome measures and the significance for improving medical care. Organizational accountability and transparency has improved with the emergence of Hospital Inpatient Quality Reporting (IQR) programs and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPs). This article will review the role of the nurse manager in creating a culture for quality care as well as the nurse for meeting organizational and patient expectations. Organizations like The Joint Commission (JC), Agency for Healthcare Research and Quality (AHRQ), Centers for Medicare and Medicaid Services (CMS), and The American Nurses Association (ANA) have been critical in establishing standards for quality. This paper will also report on the most recent hospital statistics and steps taken to improve HCAHP scores and reduce readmission rates at the University of Tennessee Medical Center in Knoxville (UTMCK). Statistics at UTMCK will also be compared to the Tennessee and National averages found on the Medicare website Hospital Compare. The aim of this paper is to explore if healthcare system initiatives are improving quality and enhancing patient outcomes.

I believe that the limitations of the study findings were generalized. The author did not have the access to the data; a vendor was tracking the patient satisfaction data. According to the report there was

Patient satisfaction: This issue can affect funding, revenue and reimbursement from insurance providers. Patient satisfaction can be affected by nearly any aspect of the hospital experience, surveys are done randomly to gain insight on the patients overall treatment at the facility. Negative feedback can cause assumptions about treatment and quality by the HCO as well as decrease in incoming patients.

The nursing home care is a competitive, fast growing and flourishing industry. Healthcare facility’s profitability is directly linked to patient satisfaction. Evidence exists

Hospitals implement HCAHPS with the support of the Hospital Quality Alliance (HQA), a public or private partnership that includes key hospital and medical associations, consumer groups, measurement and accrediting bodies and government agencies that have the same interest in improving the quality of hospitals. The Hospital Quality Alliance (HQA) program that is overseen by and public and private entities, that include the Centers for Medicare and Medicaid Services (CMS) as well as the Joint Commission, is dominating this effort in the hospital district, generating reports quarterly on the delivery of effective services for mutual conditions. Even though the Hospital Quality Alliance has made this data more available to the public, there has not been enough information on the quality of hospital care from a patients ' point of view. As the Institute of Medicine shows, the foundation of patient centered care is a key factor to having a premium health care system. The HQA backs HCAHPS.

I will methodically analyze all parts of the study to assess the validity of the article, by contrasting and comparing the information provided, with previous literature. I will try to make sure that recommendations provided by the authors are congruous with nursing practice and beneficial to the advancement of it. I will as much as possible provide in depth detail of previous studies on the same topic that either support or contradict the analysis provided by this study and its authors.

Patient satisfaction has been identified as a key determinant of quality care under the Centers for Medicare and Medicaid (CMS) value-based purchasing program. Hospital Consumer Assessment of Healthcare Providers and Systems (HCHAPS) is a publicly reported survey providing a national standard for collecting and reporting data. HCHAPS has become an important determinant for satisfaction of care received in hospitals. Frankfort Regional Medical Center (FRMC), a 170-bed tertiary care hospital located in central Kentucky, is acutely aware of the importance of maintaining high quality care reflected in patient satisfaction scores. In an effort to improve patient satisfaction scores related to nursing specific indicators, bedside reporting was introduced in 2012. Despite its introduction, HCHAPS scores showed no improvement. Harrington et al. (2013) established that nurses more often react to patient problems rather than focusing on preventing problems. Brosey and March (2014) proposed that “hourly nurse rounding is an effective method to improve patient satisfaction and clinical outcomes” (p.1). This paper would propose the implementation of a structured process of intentional rounding (IR) in an effort to improve patient satisfaction, patient safety, and quality of care.

The 2nd Lesson: The concept of patient satisfaction is not equivalent to patient loyalty. The score of four on the Press Ganey means that the patient is six times more likely to use other hospital’s

Oregon Health & Science University, Schools of Nursing and Medicine, Portland, OR 97239-2941, USA b Oregon Health & Science University, School of Nursing, Portland, OR, USA Received 25 June 2008; revised 28 August 2008; accepted 2 September 2008

This will help with revenue and keeping their business growing. Customer service is kind of different in healthcare. Even though healthcare professionals do their jobs and take care of their patient’s needs, customer satisfaction has never really been a must. It is usually understood, do the minimum and get them in and out of the office and on to the next patient. We all know that when patients get sick they usually do not want to go to the doctor but they know it is a necessity. Since it is not an option, but a necessity; patients sometimes feel they do not deserve superior treatment. Now that there’s a patient satisfaction survey this will change the way customer service works due to the patient 's rating their experience. Therefore, the hospitals have to step up their game and set different rules. There needs to be many changes made from communication between staff, the quality of care, and the patient 's visit with the healthcare provider in order to increase their ratings.