Promising Practices for Achieving Patient-centered Hospital Care

A National Study of High-performing US Hospitals

Datos Bibliográficos

ID9100007
AutoresHanan J Aboumatar, Hanan Aboumatar (0000-0001-5702-8539, Johns Hopkins University, autor de correspondencia), Bickey H Chang (0000-0003-3522-8198, National Patient Safety Foundation, autor de correspondencia), Jad Al Danaf (National Patient Safety Foundation, autor de correspondencia), Mohammad Shaear (0000-0001-8688-115X, Ain Shams University, autor de correspondencia), Ruth Namuyinga (0000-0002-3549-0965, Johns Hopkins University, autor de correspondencia), Sathyanarayanan Elumalai (Johns Hopkins University, autor de correspondencia), Jill Ann Marsteller (0000-0002-8458-954X, Johns Hopkins University, autor de correspondencia), Peter J Pronovost (0000-0002-9740-3775, Johns Hopkins University, autor de correspondencia)
Año2015
Volumen53
Número9
Páginas758-767
Fecha de publicación2015-09-01
Peer ReviewedSí
Open AccessNo
TipoARTICLE
RevistaMedical Care (JOURNAL)
Identificadores de la revistaISSN: 0025-7079 • E-ISSN: 1537-1948
EditorialOvid Technologies (Wolters Kluwer Health) (PUBLISHER)
DOI10.1097/mlr.0000000000000396
PMID26147867
OpenAlexW882316657
IdiomaEN
Citas recibidas8
Referencias citadas25

BACKGROUND: Patient-centered care is integral to health care quality, yet little is known regarding how to achieve patient-centeredness in the hospital setting. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey measures patients' reports on clinician behaviors deemed by patients as key to a high-quality hospitalization experience. OBJECTIVES: We conducted a national study of hospitals that achieved the highest performance on HCAHPS to identify promising practices for improving patient-centeredness, common challenges met, and how those were addressed. RESEARCH DESIGN: We identified hospitals that achieved the top ranks or remarkable recent improvements on HCAHPS and surveyed key informants at these hospitals. Using quantitative and qualitative methods, we described the interventions used at these hospitals and developed an explanatory model for achieving patient-centeredness in hospital care. RESULTS: Fifty-two hospitals participated in this study. Hospitals used similar interventions that focused on improving responsiveness to patient needs, the discharge experience, and patient-clinician interactions. To improve responsiveness, hospitals used proactive nursing rounds (reported at 83% of hospitals) and executive/leader rounds (62%); for the discharge experience, multidisciplinary rounds (56%), postdischarge calls (54%), and discharge folders (52%) were utilized; for clinician-patient interactions, hospitals promoted specific desired behaviors (65%) and set behavioral standards (60%) for which employees were held accountable. Similar strategies were also used to achieve successful intervention implementation including HCAHPS data feedback, and employee and leader engagement and accountability. CONCLUSIONS: High-performing hospitals used a set of patient-centered care processes that involved both leaders and clinicians in ensuring that patient needs and preferences are addressed

Accountability · Business · Family medicine · Health care · Intervention (counseling) · Medical emergency · MEDLINE · Multidisciplinary approach · Patient experience · Patient satisfaction · Psychological intervention · Quality (philosophy) · Quality management · Set (abstract data type) · Medicine · Nursing · Patient Satisfaction in Healthcare · Patient-Provider Communication in Healthcare · Primary Care and Health Outcomes