Improving Patient Satisfaction

Purpose-built performance analytics can improve patient satisfaction and performance metrics.

Every Health Care Organization (HCO) knows that their Emergency Department (ED) is their front door to the community and can have a major impact on patient experience. They also know that their patient satisfaction scores can be based on a patients’ perception of care and what happens during their ED visit, and not always on the actual quality of care received.

To compound things, there is an established correlation between patient satisfaction in the ED and the HCO’s inpatient HCAHPS scores; both of which can impact reimbursement. So, while survey data may not be statistically valid, if it’s used properly, it can provide a roadmap for process improvement.

Improving patient satisfaction can help:

  • Reduce the risk of malpractice
  • Improve ED staff morale
  • Improve patients’ compliance with treatment plans
  • Lower hospital readmission rates

How do you fix what is impacting your patient satisfaction and HCAHPS scores if ED stakeholders only know their “Top Box” score and percentile rating? While having this information is important, having access to the detailed, empirical data in addition to a tool to help understand it is the gap a purpose-built analytics application fills.

A More Productive Process Improvement Conversation

HCOs can — and sometimes do — match patient satisfaction surveys back to a patient and a specific date of service. This requires time, resources, and a refined process, which is why so few HCOs do it.

d2i’s Performance Analytics solution changes all that. It’s been architected to match patient satisfaction surveys from services to the patient and date of service. Because of the depth with which d2i curates data for the entire visit timeline, it’s uniquely able to relate specific survey question responses to all other details about the patient visit, enabling a more focused and productive conversation.

This means that your patient satisfaction survey results can be attributed to the clinicians who treated the patient and then be further segmented by:

  • Diagnostic Subgroups
  • Day of Week, Time of Day, or Shift
  • Age
  • Sex
  • As well as any other visit detail specifically, or in aggregate

Consider the focused effort that your team could put forth if they knew what your ED’s worst-performing diagnostic subgroup is. Or, what they would do if they knew that your satisfaction scores for pediatric patient visits were, in aggregate, lower than your target. Or, what could be done if they could demonstrate the ED’s lowest satisfaction scores correlated to patient visits occurring during hours of the day when boarding is at its highest.

d2i can help you gain the insight and information you need to have the conversations necessary to improve the metrics that influence patient satisfaction. Explore the power of analytics built specifically for hospital and emergency medicine by scheduling a 30-minute demo with one of our domain experts, or learn more about how our analytics enable performance improvement conversations within your organization.