Download presentation
Presentation is loading. Please wait.
Published byDinah Leonard Modified over 9 years ago
1
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 ENQual workshop 2 report on patient satisfaction Center for Healthcare Quality National Institute of Public Health Czech Republic A. Bourek
2
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
3
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 evolution Before year 2000 sporadic in-house attempts to address patient satisfaction, based on locally devised patient survey questionnaires Break-off point - fulfilling Government decree No. 458/2000, „National program of preparation of the Czech Republic for accession to the EU“ and meeting tasks of the Top Level Administration Meeting of Ministry of Health from 30.10. 2000.
4
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 steps 1.Modular project of the quality support in health care, proposed by the Center for Health Care Quality – call for projects for years 2001-2002 2.Accepted project „Quality through the eyes of the patients“ (main contractor Stem Mark a.s) 3.Based on Picker Institute framework 1.Used previous materials of Dr. Bílek (Plzeň Teaching Hospital) 2.Supplemented by questionnaire on Quality of Life evaluation EuroQol-5D 3.Modified after pilot study on sample patients
5
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 project characteristics 4. Survey effected on patients of internal wards of collaborating hospitals discharged 18.11.2002 to 8.12.2002 one day before discharge. Minimal hospitalization span 3 full days, 3 nights. 5. 2000 questionnaires were collected and evaluated. 6. Validizing follow-up interviews performed on 700 respondents by means of CATI (Computer Aided Telephone Interviewing) 14 days after the respective discharge.
6
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 goal / target 6. Weighted correction assuring better fit to the yearly socio-demographic distribution of patients was performed by the Stephan- Deming method with help of data provided by the Institute for Healthcare Informatics and Statistics. Weights assigned to responses in the range of 0.33 to 3.00 to balance the absence or dominance of certain socio-demographic groups during the surveyed interval.
7
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 % representation of categories HOSPITAL15-54 years55+ yearsMaleFemale VFN Praha27734951 FN Královské Vinohrady Praha23775149 FN Thomayerova Praha19814555 FN Motol Praha287250 FN Na Bulovce Praha21794555 FN Brno34665149 FN U sv. Anny Brno24765743 Cheb22784753 Karlovy Vary19814753 Mariánské Lázně24764654 Ostrov23774654 Sokolov23774654 Havlíčkův Brod20804753 Jihlava16844753 Nové Město na Moravě21794951 Pelhřimov19814654 Třebíč20804555 Velké Meziříčí19814555 FN Ostrava22785248 FN Olomouc25755248 FN Plzeň24765347 FN Hradec Králové28725347 Celkem (pro CATI)247650
8
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
9
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 sample results
10
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 sample – emotional support
11
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 continuing project year 2003 2003 – participation of 15 hospitals (internal medicine wards)– each ward collected 100 subsequent forms FN Hradec KrálovéFN Plzeň VFN Praha N Sokolov FN Královské Vinohrady N Karlovy Vary ON Vsetín FN Motol N Uherské Hradiště MN Valašské Meziříčí N Baťova Zlín FN Olomouc FN Thomayerova N Kroměříž ON Nové Město na Moravě
12
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 overall patient satisfaction
13
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 hospital admission
14
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 respect, consideration
15
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 care coordination, integration
16
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 information, communication
17
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 bodily (physical) comfort
18
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 emotional support
19
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 family integration
20
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 discharge and continuity
21
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 outpatient care - mammacenters Czech Rep. has 120 mamodiagnostic centers –55 accredited centers CATI response rate at 90 % 55 % of respondents compliance with face-to-face questioning
22
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 mamma-center outpatient survey
23
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 referred by and informed
24
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 choice of center
25
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 waiting times in center
26
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 procedure and result perception
27
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 follow-up interventions If follow-up was needed, patients described how it was effected and with how long waiting times.
28
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 following surgical treatment Patients commented on waiting times for surgical treatment and level of explanation of the necessity of the procedure.
29
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 overall assessment of facility
30
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 information on preventive measures
31
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 mamma-centers survey
32
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 benchmarking – overall satisfaction
33
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 benchmarking - admission
34
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 benchmarking - respect
35
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 benchmarking - coordiantion
36
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 benchmarking - information
37
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 benchmarking - discharge and follow-up
38
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 benchmarking - patient education
39
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 inpatient questionnaire
40
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
41
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
42
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
43
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 mamma-center questionnaire
44
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
45
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
46
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2
47
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 lessons learned Quality from patient prospective „not so bad“ Interest on behalf of collaborating centers Use of professional interviewing teams Use of professional system analysts Use of socio-demographic data collected by Institute of Healthcare Statistics and Informatics Feasible CATI methodology Initial interest in benchmarking
48
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 problem areas Financing (of course) Sustainability of evaluations Medialization – publicity REPORTING (formats, volume of revealed data, need for explanatory materials for „lay community“ to interpret presented facts Lack of interest on behalf of „payers“ Feeble legislative framework Problems with feedback to the basic level of care providers in respective facilities
49
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 ongoing and improvement PHP format of all questionnaires enabling „on- line“ collection of patient perceptions (accessible from web-pages of each respective facility), collection directly into structured database with „intelligent“ data cleaning Construction of outpatient specific questionnaires (much greater heterogenicity when compared to inpatient care) Medialization and centralization of result presentation – one-spot access
50
ENQual workshop 2 Helsinki April 2 to April 3 ENQual wrkshp 2 contact: bourek@ivf.cz
Similar presentations
© 2025 SlidePlayer.com. Inc.
All rights reserved.