Scenario
You have recently been hired as a lead consultant for the University Medical Center. You have been working with the quality team and the Chief Quality Officer (CQO) on a long-term plan to improve patient satisfaction. The most recent survey results showed a 5% decline in overall patient satisfaction. Based on a review of the survey data, slow response time to call buttons ranked highest in terms of the source of dissatisfaction among patients. The team has decided to prioritize the management of call button response time to improve the patient satisfaction rates. In addition to improving patient satisfaction, decreasing the call button response time can support operational efficiency goals and can ultimately have a positive impact on the bottom line of the medical center. The long-term plan will be reflected in best practices, which will be implemented. Your project has almost come to completion and now it is time to summarize your improvement plan to the CEO.
Instructions
Write an executive summary to the CQO regarding best practices to improve patient satisfaction survey results. Your summary should include:
One model of quality improvement as it relates to decreasing call button response time.
An explanation of how the model will lead to an increase in patient survey response rates.
Several strategies to engage both patients and healthcare staff in the quality improvement initiative as this new model is implemented. The strategies should include ways to increase patient satisfaction.
Quality Improvement Model: The Plan-Do-Study-Act (PDSA) Cycle
To systematically and effectively decrease call button response time, we will implement the Plan-Do-Study-Act (PDSA) cycle. This iterative, four-stage model allows for rapid, data-driven improvements.
Plan: We will define the current baseline for call button response time and set a specific, measurable goal (e.g., reduce average response time from 5 minutes to 3 minutes). The team will then develop a new process or intervention to achieve this goal, such as assigning a dedicated "call button runner" during peak hours or implementing a new communication protocol between nurses and support staff.
Do: The planned intervention will be implemented on a small scale, such as in a single nursing unit, to test its effectiveness without widespread disruption.
Study: We will meticulously collect and analyze real-time data on call button response times and gather qualitative feedback from both patients and staff. The results will be compared against our initial goal.
Act: Based on the study's findings, the team will either standardize the successful process across other units or revise the plan to address any shortcomings and repeat the cycle. This creates a sustainable loop of continuous improvement.
Increasing Patient Survey Response Rates
The implementation of the PDSA cycle will directly contribute to an increase in patient survey response rates and overall scores. As the hospital demonstrably improves its call button response time, patients will experience a tangible and immediate positive change in their care. A satisfied patient is far more likely to take the time to complete a survey and provide positive feedback. By visibly and consistently acting on patient feedback, the hospital builds a reputation for being responsive and caring, which encourages future patients to participate in the feedback process. The very act of implementing this quality initiative signals to patients that their voices are heard and valued, which can significantly boost their willingness to complete the survey.
Strategies for Staff and Patient Engagement
Successful implementation requires the active involvement of both staff and patients.
Staff Engagement:
Involve Staff from the Outset: Staff, especially frontline nurses and aides, will be included in the "Plan" phase of the PDSA cycle. Their firsthand knowledge is invaluable for designing practical and effective solutions.
Communicate the "Why": We will transparently explain how this initiative benefits them by reducing patient frustration, streamlining workflows, and creating a less stressful work environment.
Recognize and Reward: We will implement a system to publicly recognize and reward units or individuals who demonstrate exceptional improvement in response times, celebrating their contributions to a better patient experience.
Patient Engagement:
Proactive Communication: Patients will be informed of the new initiative upon admission. A simple bedside note or a brief explanation from their nurse can set a positive tone and manage expectations (e.g., "We're working to answer your call within 3 minutes").
Real-time Feedback: We will implement a simple, low-effort mechanism for real-time feedback, such as a short, two-question survey on a tablet or a physical card in the patient's room, allowing them to provide immediate input on their experience. This makes them feel like a true partner in the quality improvement process.
Sample Answer
To: Chief Quality Officer (CQO) From: [Your Name], Lead Consultant Date: [Current Date] Subject: Executive Summary: Best Practices to Improve Patient Satisfaction Through Enhanced Call Button Response
Introduction
This executive summary outlines a strategic plan to address the recent decline in patient satisfaction, which has been directly linked to slow response times to patient call buttons. The proposed model and accompanying strategies are designed to not only improve this critical metric but also to foster a culture of continuous quality improvement, leading to enhanced operational efficiency and a stronger patient-centric environment.