Measuring Customer Satisfaction Flashcards
What are the two types of customers in an organization?
Internal and External
focus on customer- bc pt not only one affect ex- family member
Why are customers’ perspectives important to the performance improvement process?
They provide insights that no one else can offer about a product or service.
if don’t ask it, then can’t capture it
internal customer
within org
ex: family, pt, staff
What factors are important to patients regarding their care?
- How they are treated
- If their questions are answered
- If their concerns are addressed
external customer
outside org
ex: pts
What does patient experience as a quality outcome include?
- Respect
- Information
- Skill
- Empathy
- Hard decision-making
- Privacy
What does CAHPS measure?
It measures how often specific behaviors occurred.
add braoder measures to see how well care was
are hc providers in charge of the outcome of the deliberables
not often
What is the significance of patient feedback?
It helps understand and avoid complaints and reduce malpractice.
What was included in crossing quality chasm report
Care is not defect-free
* Quality and safety should be measured and publicly reported
* Patient views of the experience are a component of the quality a Patient Reported Outcome Measure (PROM
What are some recommendations from the Crossing Quality Chasm report?
- Healthcare should be responsive to patient needs
- Care systems should be designed for common needs but flexible for individuals
- Patients should have control and necessary information
- communicate effectively
- anticipate pt needs
- org coordinate efforts
What is the HCAHPS survey?
A survey launched by CMS that measures patient satisfaction and is tied to value-based care reimbursement models.
PROM (pt report outcome measure)
created by national quality forum, defines pt experience, measures quality from pt view
What are some tips for creating effective survey questions?
- Clear and easy to read
- Provide a range of responses
- Ensure unbiased and balanced scales
- Measure only one attribute per question
avoid including never and always
survey overkill
pt is sick of rding Qs
True or False: Surveys should be initiated days after the care experience.
False
Surveys should be initiated within days of the care experience.
What are common concerns regarding data issues in surveys?
- Sample sizes and variability
- Age of data
- Representativeness (one size fits all)
What is the goal of improving patient-centered care?
To reduce patient suffering in clinical, physical, emotional aspects.
mitigate inherent and prevent avoidable suffering (lack of respect, unneccesary wait)
common survery concerns
- how to share results with team- attribution
- competitiveness of benchmark
- desire for risk adjustment (take into acc pt demographics)
What are the benefits of using eSurveys?
- Reduces time between measurement and response
- Increases sample sizes
- Enhances statistical power for analyses- segment data
bias towards younger gen, bigger sample size –>greater confidence
What does segmentation in data analytics help understand?
How well patient needs are met for a particular cohort.
based on location, care team, processes, clinical condition, demographic group
Why is it important to segment patient data?
Patients are different, and understanding their varying needs aids in care redesign.
What is a key aspect of building a culture of improvement in healthcare?
Putting patients at the center of care.
focused on reduce pt suffering
What are critical issues identified in the inpatient setting for improvement?
- Perception of staff teamwork
- Nursing behaviors (courtesy, listening, information)
- Responsiveness and personalization of care
