Research Identifies Best Tactics for Improving ED Patient Experience
A recent article in ED Management provides valuable insight on the most effective practices used by leading Emergency Departments to improve patient experience.i
The article features commentary from Hanan Aboumatar, MD, MPH, Assistant Professor of Medicine, Johns Hopkins University School of Medicine, co-author of a national survey of patient-centred care practices in the United States. Dr. Aboumatar’s team interviewed administrators and medical personnel at 52 hospitals with the highest scores on the Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS), the standardized U.S. survey tool for measuring patient satisfaction.ii
Additional analysis is provided by two experts in Emergency Department performance – Stephanie Baker, RN, MBA, CEN, Emergency Services Division Leader, Studer Group, and Eric Heckerson, EdD, RD, FACHE, Health Coach, Health Stream Engagement Institute.
- Proactive hourly rounding by nurses was cited most frequently as one of the best ways to elevate patient experience – 83% of the hospitals surveyed by Johns Hopkins University reported that they employ regular nurse rounding on patients.
- Best-practice rounding provides the key information patients are looking for, which is typically about “PPD”: pain (the management of pain and comfort), plan of care (where the patient is in the care process and what happens next) and duration (real time frame expectations).
- A majority (62%) of the hospitals surveyed also use some form of senior leadership rounding.
- Full staff training is a key to effective rounding tactics at the leading hospitals.
- More than half (54%) of the organizations surveyed do post-discharge phone calls to patients.
- It is difficult to quantify the performance improvement attributed to any one practice. High-performing organizations use a set of patient-centred care processes and find that high patient experience ratings are achieved through the synergistic effect of several strategies working together.
If you are interested in an ED Assessment, contact Bonnie Cochrane at Bonnie.Cochrane@studergroup.com.
[i] Hourly rounding is key contributor to patient-centred care at high-performing hospitals. ED Management 2015;27(10):109-120
[ii] Aboumatar H, et al. Promising practices for achieving patient-centered hospital care: A national study of high-performing U.S. hospitals. Medical Care 2015;53:758-767.