Patient experience relating to the overall facilities, care service, follow-up and CAHPS surveys.
- PSI’s Patient Experience. An ounce of prevention is worth a pound of cure: using a survey to identify critical patient concerns, and then taking actions to address those concerns, is the best way to ensure minor problems do not become permanent complications. Asking patients directly about their experiences can give a hospital the information it needs to address inefficiencies or mismanagement of resources. A survey can also gather information about problems that were not reported through official channels that may have a negative impact on the health and well-being of the patient.
- PSI’s analysis of Physician and Employee Behavior. From the patient side, a survey helps a healthcare organization identify employees who have gone above and beyond their call of duty while calling out those individuals who provided substandard care. From the employee side, a healthcare survey of personnel has the potential to give a voice to every physician, nurse, specialist, technician, custodian, and clerical worker in the hospital. By addressing employee concerns at all levels, a survey provides a hospital with valuable information to achieve continuous improvement.
- PSI’s Communications surveys. Medical errors, often caused by poor communication, can cost lives. A hospital survey can highlight areas where communication breakdowns occur and allow your organization to take immediate action to rectify any problems. When various specialists, physicians, and nurses are empowered with a knowledge that comes from more effective communication, the quality of care delivered to the patient increases. This helps ensure the right dosage of medication is administered at the right time, and all vested parties can respond appropriately to any crises or changes in treatment plans.
- PSI’s evaluation of Friendliness, Helpfulness, and Wait Time. The perception of quality care is strongly linked to the provision of assistance in a timely manner by clinicians with a good bedside manner. A hospital survey can reveal if average wait times are too high, or if clinicians and staff are not communicating with the patient in an appropriate manner. Ultimately, the level of information a patient receives about their treatment will have a strong impact on their perception of the hospital as a center of competence. For this reason, understanding how individual staff members impact patient perceptions is of paramount importance.
- PSI’s Cleanliness Surveys. Hygiene is one of the most basic expectations of a hospital; however, the increasing prevalence of hospital-acquired bacterial infections, such as MRSA, reveals that standards of hygiene are not always being met by employees. A survey can reveal whether all employees have adequate knowledge of hygiene standards and the extent to which they believe those standards are followed by their coworkers. Patient data in this area may further illuminate any areas where cleanliness and hygiene are not meeting standards.
- PSI’s Billing solutions. Clear, transparent billing practices should be the objective of any hospital, particularly when healthcare can be costly. By surveying patients, it is possible to understand whether billing practices are perceived as fair and just, or whether certain explanations or policies are perceived as unclear. Ultimately, a patient satisfaction survey can help you rectify any potential misunderstandings and avoid any losses due to non-payment or unrecoverable debts.
- PSI’s Patient Support Services. A patient survey can also help you understand how you can improve the quality of a stay for both the patient and their family. Are long-term accommodations of suitable quality? What about the quality of follow-up care and rehabilitation? The more information you have on ancillary patient needs, such as family support and after-care, the better the quality of services you are capable of providing.
- PSI’s suggested Dietary Services. Nutrition is an essential component of patient rehabilitation. For that reason, food services must be able to provide meals that meet patient dietary restrictions and nutritional needs. An unappetizing meal has the potential to exacerbate a negative patient experience, leading to a decrease in one’s willingness to recommend the hospital as a quality institution. Likewise, a positive experience with food can help a patient start on the road to recovery.
- PSI’s Hospital Website Surveys. Does your hospital’s website educate or frustrate? Providing all the information patients need to make educated decisions about your services and their stay with you will help manage patient expectations and ensure you start off on the right foot. A survey can help you know if you are meeting patient expectations in this area.