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© 2004 By Default!
Improving Patient
Satisfaction Scores Through
Physician Communication
TeQ4: Huntington Veterans
Administration Medical Center
Denise Stombock/Jo Ellen Perry
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Slide 1
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Background
 Patient satisfaction is essential to the patients
ability to manage their care at home.
 Research has identified a clear link between
patient outcomes and patient satisfaction.
 Improper administration of medications in the
home setting can lead to hospital admissions.
 National Patient Safety Goal-NPSG.03.06.01
 Record and pass along correct information about a
patient’s medicines.
 Find out what medicines the patient is taking.
 Compare those medicines to new medicines given to the
patient.
 Make sure the patient knows which medicines to take
when they are at home.
 Tell the patient it is important to bring their up-to-date list
of medicines every time they visit a doctor.
 Also known as Medication Reconciliation.
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The Satisfaction Survey
 Patient satisfactions surveys are sent to
patients randomly after discharge.
 Not all patients receive a survey.
 Not all patients who receive a survey fill
out the survey.
 Review sample survey.
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Communication about Medicine
Composite
Question 1
Before giving
you any new
medication,
how often did
hospital staff
tell you what
the
medication
was for?
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Question 2
Before giving
you any new
medicine, how
often did
hospital staff
describe
possible side
effects in a way
you could
understand?
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Goal
 Aim Statement: The Huntington VAMC will
increase patient satisfaction scores related
to the Communication about Medication on
discharge by 10% by the end of Q4 FY15.
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Problems
 Continued decrease in patient satisfaction
scores related to Communication about
Medication.
 Survey is lengthy and time consuming.
 Patients do not understand what the
questions are asking.
 Physicians often do not communicate on a
level the patients can understand which
can lead to the patient not realizing the
medications instructions were discussed.
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Findings
 Patient satisfaction scores in the area of
Communication about Medication have
consistently decreased over the past three
years.
 Physicians are unaware of the wording
related to the questions on the patient
satisfaction survey about discharge
medications.
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Satisfaction Scores
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Objectives
 Program Objectives
 By the end of Q4 FY15, 90% of the discharging
physicians will be able to appropriately
communicate the process regarding new
discharge medication to the patients.
 Apply a standardized “word scripting” to utilize
with new discharge medication.
 Patients will understand/recognize newly
prescribed medication at discharge.
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Methods
 Develop a standardized “word scripting” to be
used on discharge.
 Face to Face meetings with physicians.
 Review the two questions the patients are asked
on the survey regarding Communication about
Medication Composite.
 Review the patient satisfaction scores with the
physicians.
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Success Factors
 Administrative
support
 Strengthening the
patient-provider
partnership
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Lessons Learned
 Implementing the
PDSA model of
quality improvement
will increase the
success of this
project.
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Future Goals
 Education on patient satisfaction surveys
and word scripting will be added to new
physician orientation.
 Ongoing assessment to:
Review the scores
Track education
Direct Observation/Secret Shopper
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References
 Survey of Healthcare Experiences of
Patients (SHEP)
 2014 Joint Commission National Patient
Safety Goals
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THE END
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