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Patient and Family Engagement Resource Compendium

A new resource compendium links users to key resources on patient and family engagement. The resources, each briefly described, are grouped into these categories:

  • Leadership
  • Organizational assessments
  • Patient and family advisory council/committee: resources for hospitals
  • Partnering to improve the quality of care
  • Engaging patients and families during the hospital stay
  • Health literacy: resources for providers
  • Health literacy: resources to help patients communicate with providers and manage medications
  • Health literacy: resources to help patients prevent adverse events in the hospital
  • Shared decision making
  • Engaging to reduce disparities

The compendium also explains how the resources can help in getting started with a new program or initiative, and it ends with a general bibliography of additional article references.

Patient and family engagement resource compendium. Health Research & Education Trust, Dec. 2015. http://www.hret-hen.org/topics/pfe/20160104-PFEcompendium.pdf

Posted by AHA Resource Center (312) 422-2050, rc@aha.org

PATIENT SATISFACTION: Would you like to be seen today?

“Thank you for calling the Cleveland Clinic.  Would you like to be seen today?”  You BETCHA!  There is a lot in this article about how the Cleveland Clinic has improved the patient experience, but that strategy is the one that blew my socks off.  Giving all patients the option of same-day appointments increased the new patient visit rate by 20 percent.  This is an engaging look at the gamut of changes made since 2009, when the Clinic’s CEO prioritized improving the patient experience.  The effort has paid off in remarkable gains in patient satisfaction.

Source: Merlino, J.I., and Raman, A.  Health care’s service fanatics: how the Cleveland Clinic leaped to the top of patient-satisfaction surveys.  Harvard Business Review;91(5):108-116, May 2013.  Click here for the publisher’s website: http://hbr.org/2013/05/health-cares-service-fanatics/ar/1  Posted by AHA Resource Center (312) 422-2050, rc@aha.org

200 Hospital Benchmarks

Becker’s Hospital Review has updated and expanded its earlier 40 Hospital Benchmarks article to provide 200 national benchmarks for hospitals related to quality processes and outcomes, the patient experience, and financial and operational performance. Among the new indicators added are census disparity index benchmarks used for decision making on patient load measurement, budgeting, and projection of staffing needs. Also added are admissions, discharges, and transfers index benchmarks indicating the proportion of a hospital unit’s patient population turnover during the day, evening and night shifts, impacting patient flow. The benchmarks have been compiled from both government and commercial sources.

Source: Gamble M. 200 hospital benchmarks. Becker’s Hospital Review, Sept. 27, 2011.  http://www.beckershospitalreview.com/hospital-management-administration/200-hospital-benchmarks.html

Posted by AHA Resource Center, (312) 422-2050, rc@aha.org

Striving for Top Box: Hospitals Increasing Quality and Efficiency

This latest release in the Hospitals in Pursuit of Excellence Signature Leadership Series shares insights and best practices based on visits and interviews with three innovative health systems focused on improving both efficiency and quality of care.

  • Novant Health in North Carolina shares its experience in two areas: creating a remarkable patient experience and moving toward a payer neutral revenue system and away from cost-shifting.
  • The top box strategy of Piedmont Health in Georgia focused on physician alignment/clinical integration and on robust use of clinical data and information systems for performance measurement of cost management/efficiency and of infection control and preventable mortality.
  • The performance improvement strategy for Banner Health in Arizona centered on creating a culture of accountability, consistently communicating and measuring performance initiatives, sharing best practices across the system, and recognizing employees for performance improvement.

Recommended key elements for top box improvement include:

  • Start by addressing supplies and staffing for cost reduction.
  • Focus on incremental improvements that will snowball into big gains.
  • Address areas that will have substantial cost and quality impact.
  • Develop action plans stating crisp aims for improvement.
  • Share data transparently throughout the organization.
  • Manage with a payer neutral revenue strategy.
  • Reduce unnecessary clinical variation for quality improvement.
  • Invest in data infrastructure for frequent and detailed reporting.

Source: Health Research and Educational Trust/Hospitals in Pursuit of Excellence. Striving for top box: hospitals increasing quality and efficiency. Chicago: American Hospital Association, May 2011. http://www.hret.org/topbox/index.shtml

Patient experience? I’ll know it when I feel it.

A recent survey conducted by the Beryl Institute shows that hospital leaders rank improving patient satisfaction and the patient experience second only to improving quality and safety. While over half the hospitals report having a formal mandate regarding the patient experience, and almost 70 percent have a formal structure in place to manage the process, only 27 percent have a definition of what actually constitutes “the patient experience.” Consequently, there are many avenues the survey participants are taking to achieve the objective: noise reduction appears to be the favorite, but improving the discharge process, increasing staff responsiveness, and decreasing wait times are not far behind. The brief 20-page summary also includes some benchmarking data on the size of the patient experience committee that many of the respondents have implemented and the frequency of the committee’s meetings.

Source: The Beryl Institute. The State of Patient Experience in American Hospitals. April 13, 2011. http://www.theberylinstitute.org/resource/resmgr/benchmarking_study/2011_pe_benchmarking.pdf

Achieving Exceptional Patient & Family-Focused Care in Hospitals

A new Innovation Series white paper from the Institute for Healthcare Improvement may help hospitals improve their patient-centeredness, a core component of quality health care. The paper identifies 5 key drivers  — leadership, staff hearts and minds, respectful partnership, reliable care, and evidence-based care — for an exceptional patient or family experience in the hospital.

The report also provides an overview of patient- and family-centered care and discusses the primary and additional drivers for an exceptional experience. An exemplar hospital for each key driver is named, and tips for improving patient and family-centered focused care are shared.

Source: Balik B, Conway J, Zipperer L, and Watson J. Achieving an exceptional patient and family experience of inpatient hospital care. IHI Innovation Series white paper. Cambridge, Massachusetts: Institute for Healthcare Improvement; 2011. http://www.ihi.org/IHI/Results/WhitePapers/AchievingExceptionalPatientFamilyExperienceHospitalCareWhitePaper.htm

Related resources:

Strategies for Leadership: Patient- and family-centered care. Chicago: American Hospital Association, in collaboration with the Institute for Family-Centered Care, 2004. [Multi-media toolkit with video, video discussion guide, resource guide, and hospital self-assessment tool] http://www.aha.org/aha/issues/Quality-and-Patient-Safety/strategies-patientcentered.html 

Frampton S and others. Patient-centered care improvement guide. Derby, CT: Planetree, Inc. and Picker Institute, Inc., Oct. 2008. http://www.planetree.org/Patient-Centered%20Care%20Improvement%20Guide%2010.10.08.pdf

Institute for Patient- and Family-Centered Care http://www.ipfcc.org/

2010 National Healthcare Quality Report. Agency for Healthcare Quality and Research, Feb. 2011. http://www.ahrq.gov/qual/nhqr10/nhqr10.pdf [includes benchmarks and national progress on achieving patient-centeredness]

Hospital Compare web site. Washington, DC: US Department of Health and Human Services, Dec. 2010-ongoing. http://www.hospitalcompare.hhs.gov/ [compare individual hospitals on patient ratings of their hospital experience]

Through the eyes of patients and families: the path to patient-centered care

The University of Pittsburgh Medical Center (UPMC) has developed a 6-step methodology for redesigning patient care delivery in order to improve the experiences of patients and families. According to an article in the December issue of the Journal of Nursing Administration, the patient- and family-centered care (PFCC) method focuses on seeing all aspects of the patient experience through the eyes of patients and their families. Steps in the PFCC include:

  • Selecting a care experience
  • Estabishing a care experience guiding counsel
  • Evaluating the current experience by using techniques such as patient shadowing, care flow mapping, patient storytelling, and patient surveys
  • Developing a PFCC care experience working group
  • Creating a shared vision of the ideal experience
  • Identifying PFCC experience improvement projects and project teams

The authors of the article detail the application of the PFCC process in trauma center and ambulatory surgery settings. PFCC is described as a “replicable and sustainable tool that dramatically improves service and outcomes without increasing costs.”

Source: DiGioia, A., III, Lorenz, H., and Greenhouse, P. K. A patient-centered model to improve metrics without cost increase. Viewing all care through the eyes of patients and families. Journal of Nursing Administration. 40(12):540-546, Dec. 2010. http://journals.lww.com/jonajournal/Abstract/2010/12000/A_Patient_Centered_Model_to_Improve_Metrics.8.aspx

40 National Benchmarks for Hospitals

National benchmarks related to hospital quality, the patient experience in hospitals, and hospital finances and operations have been compiled from several sources in a recent Becker’s Hospital Review posting. The financial and operational benchmarks are also available for investor-owned and not-for-profit hospitals.

 Source: Gamble N. 40 Hospital Benchmarks. Becker’s Hospital Review, Nov. 30, 2010. http://www.beckershospitalreview.com/hospital-financial-and-business-news/40-hospital-benchmarks.html