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White Papers
  • Patient Experience Insights Lead to Increased Satisfaction
  • Trying Patience, Losing Patients
  • Changing the Patient Experience
  • How Detractors and Promoters Affect Loyalty
Webinars
  • How Patient Experience Insights Lead to Increased Satisfaction
  • Having Patients Cross From Satisfied To Loyal
Research
  • Readmissions in the Era of Patient Engagement
  • Relationship Between Patient Satisfaction With Inpatient Care and Hospital Readmission Within 30 Days
  • An Agenda For Improving Compassionate Care: A Survey Shows About Half Of Patients Say Such Care Is Missing
  • Patient Satisfaction Surveys and Quality of Care: An Information Paper
  • What The Evidence Shows About Patient Activation: Better Health Outcomes and Care Experiences; Fewer Data On Costs
  • Using Evidence to Improve Satisfaction With Medication Side-Effects Education on a Neuro-Medical Surgical Unit
  • Improving the Patient Experience: Real-World Strategies for Engaging Nurses
  • Reducing Patient Suffering Through Compassionate Connected Care
  • Association Between Patient Satisfaction and Outcomes in Kidney Transplant
  • The Impact of Patient-Centered Care on Outcomes
  • Risk Factors for Early Hospital Readmission in Low-Income Elderly Adults
  • Is There a Relationship Between Patient Satisfaction and Favorable Outcomes?
  • Examining the Role of Patient Experience Surveys in Measuring Health Care Quality
  • Patient Satisfaction and Quality of Surgical Care in US Hospitals
  • An evidence base for patient-centered cancer care: A meta-analysis of studies of observed communication between cancer specialists and their patients
  • The impact of patients' participation on physicians' patient-centered communication
  • Enhancing Patient-Centered Communication and Collaboration by Using the Electronic Health Record in the Examination Room
  • Closing the loop - Physician communication with diabetic patients who have low health literacy
  • Patient-centered communicated is associated with positive therapeutic alliance: a systematic review
  • When Seeing The Same Physician, Highly Activated Patients Have Better Care Experiences Than Less Activated Patients

White Papers

Patient Experience Insights Lead to Increased Satisfaction

Continuous measurement of the patient experience and taking action on those insights will improve patient satisfaction.

Abstract:

Analysis of current MedStatix survey data reveals that both providers and practices show steady improvement on key patient experience measurements. Improvement is seen in these key areas:

  • MedStatix Loyalty Score
  • Provider Rating
  • Provider Recommendability
  • Practice Recommendability
  • Communication with patients
  • Customer service
  • Overall practice atmosphere

Trying Patience, Losing Patients

An analysis of how doctor visit wait time correlates to patient satisfaction.

Abstract:

Analysis of current MedStatix survey data reveals that wait time is a reliable predictor of patient satisfaction. We analyzed feedback from over 210,000 patients to see how wait time affected their satisfaction with their providers and practices.

Changing the Patient Experience

MedStatix Case Studies on the Organizational Impact of Patient Feedback

Abstract:

In this paper we'll look at two case studies from healthcare organizations that have realized the immense value of patient feedback. Their stories show how the MedStatix platform has led to improvements in patient satisfaction, how practices have used the platform to engage patients more in their own care, and how MedStatix data resulted in significant organizational improvements within a practice.

How Detractors and Promoters Affect Loyalty

Comparison of NPS® to Doctor Satisfaction Rating and Doctor Recommendations

Abstract:

Analysis of current MedStatix survey data reveals that Net Promoter Score® is a better predictor of reputation and loyalty. The data reveals that comparing detractors to promoters shows a larger difference in those that would recommend and those that would give negative word-of-mouth.

  • MedStatix Loyalty Score
  • Provider Rating
  • Provider Recommendability

Webinars

Having Patients Cross From Satisfied To Loyal

Hosted by Jeff Martin & Mike Huge

Research

Readmissions in the Era of Patient Engagement

by Howard-Anderson J, Lonowski S, Vangala S, Tseng C, Busuttil A, Afsar-manesh N.

Improved patient satisfaction is associated with decreased 30-day readmission rates and that patient-centered communication may improve health outcomes and reduce expenditures.

The patient perspective on readmissions is lacking in the literature despite evidence that improved patient satisfaction is associated with decreased 30-day readmission rates and that patient-cente...

Relationship Between Patient Satisfaction With Inpatient Care and Hospital Readmission Within 30 Days

by Boulding, W., Glickman, S. W., Manary, M. P., Schulman, K. A., & Staelin, R.

Higher overall patient satisfaction and satisfaction with discharge planning are associated with lower 30-day risk-standardized hospital readmission rates after adjusting for clinical quality. This finding suggests that patient-centered information can have an important role in the evaluation and management of hospital performance.

Conclusions: Higher overall patient satisfaction and satisfaction with discharge planning are associated with lower 30-day risk-standardized hospital readmission rates after adjusting for clinical quality. This finding suggests that patient-centered information can have an important role in the evaluation and management of hospital performance. ( Am J Manag Care. 2011; 17(1):41-48).

An Agenda For Improving Compassionate Care: A Survey Shows About Half Of Patients Say Such Care Is Missing

by Lown, B. A., Rosen, J., & Marttila, J.

Our survey of 800 recently hospitalized patients and 510 physicians found broad agreement that compassionate care is "very important" to successful medical treatment. However, only 53 percent of patients and 58 percent of physicians said that the health care system generally provides compassionate care. Given strong evidence that such care improves health outcomes and patients' care experiences, we recommend that national quality standards include measures of compassionate care.

As the US health care system undergoes restructuring and pressure to reduce costs intensifies, patients worry that they will receive less compassionate care. So do health care providers. Our survey...

Patient Satisfaction Surveys and Quality of Care: An Information Paper

by Farley, H., Enguidanos, E. R., Coletti, C. M., Honigman, L., Mazzeo, A., Pinson, T. B., et al.

Because physicians and physician practices aim to deliver care that is both clinically effective and patient centered, it is important to understand the association between the patient experience and quality health outcomes.

With passage of the Patient Protection and Affordable Care Act of 2010, payment incentives were created to improve the "value" of health care delivery. Because physicians and physician practices ai...

What The Evidence Shows About Patient Activation: Better Health Outcomes and Care Experiences; Fewer Data On Costs

by Hibbard, J. H., & Greene, J.

Emerging evidence indicates that interventions that tailor support to the individual's level of activation, and that build skills and confidence, are effective in increasing patient activation. Furthermore, patients who start at the lowest activation levels tend to increase the most. We conclude that policies and interventions aimed at strengthening patients' role in managing their health care can contribute to improved outcomes and that patient activation can-and should-be measured as an intermediate outcome of care that is linked to improved outcomes.

Patient engagement is an increasingly important component of strategies to reform health care. In this article we review the available evidence of the contribution that patient activation-the skill...

Using Evidence to Improve Satisfaction With Medication Side-Effects Education on a Neuro-Medical Surgical Unit

by Ahrens, S. L., & Wirges, A. M.

Improving patient satisfaction related to communication about medications and potential side effects can improve healthcare outcomes

Patient satisfaction is viewed as a significant indicator of quality of care. More specifically, improving patient satisfaction related to communication about medications and potential side effects...

Improving the Patient Experience: Real-World Strategies for Engaging Nurses

by Dempsey, C., Reilly, B., & Buhlman, N.

Hospital performance on the communication with nurses' domain within HCAHPS predicts performance on several other domains. In addition, nurses at the bedside have significantly lower engagement scores than nurses who are not involved in direct patient care.

Patients spend more time with nurses during an admission than with any other profession in the hospital. Nurses and their interactions with patients are central to shaping and improving the patient...

Reducing Patient Suffering Through Compassionate Connected Care

by Dempsey, C., Wojciechowski, S., McConville, E., & Drain, M.

Caregivers learn to better express empathy and compassion to patients, and nurse leaders are better equipped to engage nurses at the bedside.

Patient experience continues to play an increasingly critical role in quality outcomes and reimbursement. Nurse executives are tasked with helping direct-care nurses connect with patients to improv...

Association Between Patient Satisfaction and Outcomes in Kidney Transplant

by Srinivas, R., Chavin, K. D., Baliga, P. K., Srinivas, T., & Taber, D. J.

The results demonstrate that there is a positive and statistically significant correlation between a patient's perceived quality of care, as measured by HCAHPS data, and quantified clinical outcomes for graft loss and patient death in kidney transplant recipients.

This was a cross-sectional cohort study analyzing aggregate publicly reported data integrated from 2 primary sources and included all US accredited kidney transplant programs that report data withi...

The Impact of Patient-Centered Care on Outcomes

by Stewart, M., Brown, J.B., Donner, A., McWhinney, I.R., Oates, J., Weston, W.W., & Jordan, J.

Patient-centered communication influences patients' health through perceptions that their visit was patient centered, and especially through perceptions that common ground was achieved with the physician. Patient-centered practice improved health status and increased the efficiency of care by reducing diagnostic tests and referrals.

Conclusions: Patient-centered communication influences patients' health through perceptions that their visit was patient centered, and especially through perceptions that common ground was achieved with the physician. Patient-centered practice improved health status and increased the efficiency of care by reducing diagnostic tests and referrals.

Risk Factors for Early Hospital Readmission in Low-Income Elderly Adults

by Iloabuchi, T. C., Mi, D., Tu, W., & Counsell, S. R.

The independent risk factors for early readmission identified according to regression analysis were living alone (odds ratio (OR)=1.71, 95% confidence interval (CI)=1.02-2.87), fair or poor satisfaction with primary care physician.

Conclusions: A broad range of nonmedical risk factors played a greater role than previously recognized in early hospital readmission of low-income seniors.

Is There a Relationship Between Patient Satisfaction and Favorable Outcomes?

by Kennedy, G.D., Tevis, S.E., & Ken, K.C.

Low mortality index was consistently found to be associated with high satisfaction across 9 of 10 HCAHPS domains.

Conclusions: We found that hospital size, surgical volume, and low mortality were associated with high overall patient satisfaction. However, with the exception of low mortality, favorable surgical outcomes were not consistently associated with high HCAHPS scores. With existing satisfaction surveys, we conclude that factors outside of surgical outcomes appear to influence patients' perceptions of their care.

Examining the Role of Patient Experience Surveys in Measuring Health Care Quality

by Price, R.A., Elliot, M.N., Zaslavsky, A.M., Hays, R.D., Lehrman, W.G., Rybowski, L., et al.

Research indicates that better patient care experiences are associated with higher levels of adherence to recommended prevention and treatment processes, better clinical outcomes, better patient safety within hospitals, and less health care utilization.

Patient care experience surveys evaluate the degree to which care is patient-centered. This article reviews the literature on the association between patient experiences and other measures of healt...

Patient Satisfaction and Quality of Surgical Care in US Hospitals

by Tsai, T.C., Orav, E.J., & Jha, A.K.

Length of stay was shorter in hospitals with the highest levels of patient satisfaction (7.1 days vs 7.7 days, P < 0.001). Adjusting for procedural volume and structural characteristics, institutions in the highest quartile of patient satisfaction had the higher process of care performance (96.5 vs 95.5, P < 0.001), lower readmission rates (12.3% vs 13.6%, P < 0.001), and lower mortality (3.1% vs 3.6%) than those in the lowest quartile. Hospitals with high patient satisfaction also had a higher composite score for quality across all measures (P < 0.001).

Conclusions: Among US hospitals that perform major surgical procedures, hospitals with high patient satisfaction provided more efficient care and were associated with higher surgical quality. Our findings suggest there need not be a trade-off between good quality of care for surgical patients and ensuring a positive patient experience.

An evidence base for patient-centered cancer care: A meta-analysis of studies of observed communication between cancer specialists and their patients

by Venetis, M.K., Robinson, J.D., Turkiewicz, K.L., & Allen, M.,

Both patient-centered- and instrumental behavior are significantly, positively associated with satisfaction, with patient-centered communication having a relatively stronger association.

Conclusions: There is an evidence base for the efficacy of patient-centered care.

The impact of patients' participation on physicians' patient-centered communication

by Cegala, D.J., & Post D.M.

When interacting with high participation patients, physicians engaged in significantly more patient-centered communication overall than when interacting with low participation patients.

Conclusions: Patients who actively participate in medical interviews influence physicians to adopt a more patient-centered style of communication. (c) 2009 Elsevier Ireland Ltd. All rights reserved.

Enhancing Patient-Centered Communication and Collaboration by Using the Electronic Health Record in the Examination Room

by White, A., & Danis, M.

Dialogue is an important component of this process: “If you don't mind, I am going to be typing as you speak. I'm happy to show you what I'm writing”; “I'm going to look up your test results, would you like to look at them together?”; “Let's look at the trends in your blood pressure readings”; “Now that we've seen how you're doing, let's talk about how you can continue to improve. . . .” These verbal and nonverbal cues could potentiate collaboration by facilitating a joint assessment of the patient's current health status and highlighting opportunities for active patient involvement.

Introducing the HER with a verbal explanation and patient-centered body language, by positioning the screen as a bridge rather than a divider, could enhance the relationship and jumpstart the proce...

Closing the loop - Physician communication with diabetic patients who have low health literacy

by Schillinger, D., Piette, J., Grumbach, K., Wang, F., Wilson, C., Daher, C., . . . Bindman, A. B.

Primary care physicians caring for patients with diabetes mellitus and low functional health literacy rarely assessed patient recall or comprehension of new concepts. Overlooking this step in communication reflects a missed opportunity that may have important clinical implications.

Conclusions: Primary care physicians caring for patients with diabetes mellitus and low functional health literacy rarely assessed patient recall or comprehension of new concepts. Overlooking this step in communication reflects a missed opportunity that may have important clinical implications.

Patient-centered communicated is associated with positive therapeutic alliance: a systematic review

by Pinto, R. Z., Ferreira, M. L., Oliveira, V. C., Franco, M. R., Adams, R., Maher, C. G., & Ferreira, P. H.

The limited evidence suggests patient-centered interaction styles related to the provision of emotional support and allowing patient involvement in the consultation process enhance the therapeutic alliance.

Conclusions: The limited evidence suggests patient-centered interaction styles related to the provision of emotional support and allowing patient involvement in the consultation process enhance the therapeutic alliance. Clinicians can use this evidence to adjust their interactions with patients to include communication strategies that strengthen the therapeutic alliance. [Pinto RZ, Ferreira ML, Oliveira VC,...

When Seeing The Same Physician, Highly Activated Patients Have Better Care Experiences Than Less Activated Patients

by Greene, J., Hibbard, J. H., Sacks, R., & Overton, V.

We found that patients at higher levels of activation had more positive experiences than patients at lower levels seeing the same clinician. The findings suggest that the care experience is transactional, shaped by both providers and patients. Strategies to improve the patient experience, therefore, should focus not only on providers but also on improving patients' ability to elicit what they need from their providers.