The need to ensure that patients’ experiences in hospitals have improved has resulted in the development of numerous tools that play critical roles in measuring, tracking, and establishing improvement objectives. The importance of measuring patient experiences is supported by the fact that it is an important outcome for clinical safety and effectiveness. The management of the ACS Hospital will use qualitative and quantitative methodologies to assess patients’ experiences and perceptions of health care services. According to LaVella and Gallan (2014), these two methodologies are increasingly important in ensuring that health care facility administrations pay attention to patients’ perceptions. Patient forums, focus groups, interviews, unit-level or department/ward surveys, as well as informal feedback obtained through patient service organizations or advocacy groups, are the primary approaches used to measure patient experiences. Furthermore, for the purposes of evaluation, the hospital may use approaches such as website comments, formal complaints, and feedback on the performance of care providers.
In addition to the patient-reported outcomes and direct feedback mentioned above, the ACK Hospital could collect data on patient satisfaction by using administrative databases/ charts, performance measures, and staff observations (LaVella & Gallan, 2014). In addition, ethnographic and observational approaches such as patient health care process mapping or journey mapping, as well as unobtrusive observation, are used. Observing and rounding, shadowing, and video recording may also help the hospital analyze, track, and improve patient goals. The goals of the above measurements are to better understand patient satisfaction, patient perceptions, and patient preferences for hospital services such as communication with doctors, end-of-life care, and pain management by nurses during hospital visits.
The current health care setting’s goals were established in accordance with the aforementioned metrics. According to the organization’s mission and vision, ensuring that the quality of care services improves is a primary goal. Indeed, the hospital’s primary goal is to implement evidence-based practices in care in order to improve patient experiences and thus satisfaction. Furthermore, the hospital has established an online website where patients can provide anonymous feedback in accordance with Ilioudi, Lazakidou, and Tsironi (2013). According to the hospital, the goal of this study is to evaluate patient experiences and perceptions of the hospital’s services. An examination of these objectives reveals that the hospital staff works hard to achieve them. For example, the percentage of patients who were satisfied with pain management and doctor-patient communication increased by 20%. Furthermore, after the interaction of the measures, the average rating of the hospital services increased to 4.5 out of 5.00. These two phenomena suggest that the hospital is currently meeting the metrics.
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Even as the hospital strives to improve its internal services through various strategies, exposure to certain provocative emerging issues abounds. According to Weech-Maldonado et al. (2013), the emergence of The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) as a tool for measuring patient satisfaction has resulted in certain conflicts between hospital settings and the tool. According to studies on the effectiveness of the CAHPS, certain patients provide contradictory responses to patient surveys regarding various parameters. As a result, there are some differences in patient satisfaction with hospital services between hospital-based surveys and the CAHPS survey. The use of CAHPS at the hospital, on the other hand, has allowed management to tailor their patient experience methodologies to become more accurate when used. Therefore, the CAHPS has led to positive improvements concerning the patient experience measuring and tracking tools in addition to ensuring that the hospital meets the set thresholds.
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References
Ilioudi, S., Lazakidou, A., & Tsironi, M. (2013). Importance of patient satisfaction measurement and elect
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