Marshfield Clinic, Marshfield, WI Delivering a Positive Patient Experience: Internal Medicine Residency Provider Pictorial

Background: Patient satisfaction data from Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys revealed poor performance by internal medicine residents. Two recently published prospective cohort studies showed improvement in provider identification with face sheets or f...

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Bibliographic Details
Published in:The Ochsner journal 2016-03, Vol.16 (S), p.31
Main Authors: D'Costa, Matthew, Jansen, Matthew, Benson, Lisa, Remeika, Lori, Roherty, Michael, Kumm, Nicole
Format: Article
Language:English
Subjects:
Internal medicine
Medicine
Patient satisfaction
Quality of service
Teams
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Summary:Background: Patient satisfaction data from Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys revealed poor performance by internal medicine residents. Two recently published prospective cohort studies showed improvement in provider identification with face sheets or face cards and a trend toward improved patient satisfaction but no statistical significance. We postulated that knowledge of provider names and their roles via team pictorials would improve patient satisfaction scores. Methods: The internal medicine program coordinator created My Health Care Team pictorials at the first of the month, and internal medicine resident teams distributed the pictorials to patients admitted to their service, ideally within 24 hours of admission. The pictorials are referenced by the patient, nurses, and consultants for coordination of care. A cohort study of internal medicine resident ward team patients was performed. Twenty-five patients were surveyed after 40 chart reviews were performed. Results: Four of 25 patients reported receiving the pictorials. All 4 (100%) patients reported understanding their care plan, and 2 of 4 (50%) could recall care team names. These patients' average satisfaction score was 5.0. Among the 21 patients who reported they did not receive the pictorials, 19 (90.5%) reported understanding their care plan, and 5 (23.8%) could recall care team names. These patients' average satisfaction score was 4.57. Conclusions: Creation of a pictorial for provider identification is achievable with the right support system. Team pictorials are well received by patients and other members of the care team. Distribution by ward teams is a major challenge; potential remedies are in the planning stages. Further data collection and patient randomization along with expansion to other departments may provide more insight.
ISSN:1524-5012