Using public reports of patient satisfaction for hospital quality improvement
Using public reports of patient satisfaction for hospital quality improvement
复制标题
DOI：
10.1111/j.1475-6773.2006.00508.x
复制
发表时间：
2006-06-01
影响因子：
3.4
通讯作者：
Petrillo, Marcia K.
中科院分区：
文献类型：
--
作者：
Barr, Judith K.;Giannotti, Tierney E.;Petrillo, Marcia K.
目标。以罗德岛(RI)为例，探讨全州医院患者满意度公开报道对医院质量改进的影响。数据来源。通过2002年9月至2003年1月的半结构化访谈收集的主要数据。研究设计。这项设计是对国际扶轮所有11家综合医院和两家专科医院的医院管理人员进行的回溯性研究。在整个公共报告过程中，受访者被问及医院QI活动的几个方面，以及实现QI的医院结构和流程。对访谈数据的定性分析通过迭代过程进行，以确定数据中的主题和类别。来自标准化的全州患者满意度调查过程的数据被医院用来识别和定位新的QI举措，评估绩效，并监测进展。虽然所有医院都充分参与了公共报告过程，但它们在QI活动的发展阶段和采用全州范围的标准化调查以持续监测其QI计划的阶段各不相同。大多数医院将QI的责任放在每个科室内，并将结果报告给最高管理层，他们被认为对QI给予了大力支持。外部环境促进了QI的努力。公开报道患者意见的比较数据可以促进和加强医院的QI工作。关键利益攸关方的参与促进了全州公共报告的成功实施。国际扶轮的这一经验为其他州或地区转向医院质量数据的公开报告提供了借鉴。
Objective. To explore the impact of statewide public reporting of hospital patient satisfaction on hospital quality improvement (QI), using Rhode Island (RI) as a case example.Data Source. Primary data collected through semi-structured interviews between September 2002 and January 2003.Study Design. The design is a retrospective study of hospital executives at all 11 general and two specialty hospitals in RI. Respondents were asked about hospital QI activities at several points throughout the public reporting process, as well as about hospital structure and processes to accomplish QI. Qualitative analysis of the interview data proceeded through an iterative process to identify themes and categories in the data.Principal Findings. Data from the standardized statewide patient satisfaction survey process were used by hospitals to identify and target new QI initiatives, evaluate performance, and monitor progress. While all hospitals fully participated in the public reporting process, they varied in the stage of development of their QI activities and adoption of the statewide standardized survey for ongoing monitoring of their QI programs. Most hospitals placed responsibility for QI within each department, with results reported to top management, who were perceived as giving strong support for QI. The external environment facilitated QI efforts.Conclusion. Public reporting of comparative data on patient views can enhance and reinforce QI efforts in hospitals. The participation of key stakeholders facilitated successful implementation of statewide public reporting. This experience in RI offers lessons for other states or regions as they move to public reporting of hospital quality data.