1. Slide 1 A Free sample background from www.awesomebackgrounds.com © 2004 By Default! Improving Patient Satisfaction Scores Through Physician Communication TeQ4: Huntington Veterans Administration Medical Center Denise Stombock/Jo Ellen Perry

2. Slide 2 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!Background  Patient satisfaction is essential to the patients ability to manage their care at home.  Research has identified a clear link between patient outcomes and patient satisfaction.  Improper administration of medications in the home setting can lead to hospital admissions.  National Patient Safety Goal-NPSG.03.06.01  Record and pass along correct information about a patient’s medicines.  Find out what medicines the patient is taking.  Compare those medicines to new medicines given to the patient.  Make sure the patient knows which medicines to take when they are at home.  Tell the patient it is important to bring their up-to-date list of medicines every time they visit a doctor.  Also known as Medication Reconciliation.

3. Slide 3 A Free sample background from www.awesomebackgrounds.com © 2004 By Default! The Satisfaction Survey  Patient satisfactions surveys are sent to patients randomly after discharge.  Not all patients receive a survey.  Not all patients who receive a survey fill out the survey.  Review sample survey.

4. Slide 4 A Free sample background from www.awesomebackgrounds.com © 2004 By Default! Communication about Medicine Composite Question 1 Before giving you any new medication, how often did hospital staff tell you what the medication was for? Question 1 Before giving you any new medication, how often did hospital staff tell you what the medication was for? Question 2 Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand? Question 2 Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?

5. Slide 5 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!Goal  Aim Statement: The Huntington VAMC will increase patient satisfaction scores related to the Communication about Medication on discharge by 10% by the end of Q4 FY15.

6. Slide 6 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!Problems  Continued decrease in patient satisfaction scores related to Communication about Medication.  Survey is lengthy and time consuming.  Patients do not understand what the questions are asking.  Physicians often do not communicate on a level the patients can understand which can lead to the patient not realizing the medications instructions were discussed.

7. Slide 7 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!Findings  Patient satisfaction scores in the area of Communication about Medication have consistently decreased over the past three years.  Physicians are unaware of the wording related to the questions on the patient satisfaction survey about discharge medications.

8. Slide 8 A Free sample background from www.awesomebackgrounds.com © 2004 By Default! Satisfaction Scores

9. Slide 9 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!Objectives  Program Objectives  By the end of Q4 FY15, 90% of the discharging physicians will be able to appropriately communicate the process regarding new discharge medication to the patients.  Apply a standardized “word scripting” to utilize with new discharge medication.  Patients will understand/recognize newly prescribed medication at discharge.

10. Slide 10 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!Methods  Develop a standardized “word scripting” to be used on discharge.  Face to Face meetings with physicians.  Review the two questions the patients are asked on the survey regarding Communication about Medication Composite.  Review the patient satisfaction scores with the physicians.

11. Slide 11 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!  Administrative support  Strengthening the patient-provider partnership  Implementing the PDSA model of quality improvement will increase the success of this project. Success FactorsLessons Learned

12. Slide 12 A Free sample background from www.awesomebackgrounds.com © 2004 By Default! Future Goals  Education on patient satisfaction surveys and word scripting will be added to new physician orientation.  Ongoing assessment to:  Review the scores  Track education  Direct Observation/Secret Shopper

13. Slide 13 A Free sample background from www.awesomebackgrounds.com © 2004 By Default!References  Survey of Healthcare Experiences of Patients (SHEP)  2014 Joint Commission National Patient Safety Goals

14. Slide 14 A Free sample background from www.awesomebackgrounds.com © 2004 By Default! THE END