Best Practices for Patient Experience in Military Treatment Facilities 2019 AMSUS Annual Meeting December 4, 2019 Presenters: Kimberley Marshall Aiyelawo, PhD and Melissa Gliner, PhD Defense Health Agency/Department of Defense “Medically Ready Force…Ready Medical Force”
23
Embed
Best Practices for Patient Experience in Military ... · • JOES-C (CAHPS) • Consumer Assessment of Healthcare Providers & Systems • TRICARE Inpatient Satisfaction Survey (TRISS)
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Best Practices for Patient Experience in Military Treatment Facilities 2019 AMSUS Annual Meeting
December 4, 2019
Presenters: Kimberley Marshall Aiyelawo, PhD and Melissa Gliner, PhD
Defense Health Agency/Department of Defense
“Medically Ready Force…Ready Medical Force”
Disclaimer∎ The opinions expressed herein are those of the authors, and are not necessarily
representative of the opinions or policies of the Department of Defense (DoD); or the United States Army, Navy, Air Force, or Coast Guard.
Presenter Disclosures
∎ Presenter’s has no relevant financial or non-financial interests to disclose.∎This continuing education activity is managed and accredited by AffinityCE in collaboration with AMSUS. AffinityCE and AMSUS staff as well as Planners and Reviewers, have no relevant financial or non-financial interests to disclose.∎ Commercial Support was not received for this activity
2
Learning Objectives
• Identify the tools for measuring patient experience in the MHS (TRISS and other surveys)
• Examine the relationship between nurse hourly rounding, post-discharge calls and patient experience scores
• Explore the benefits of recent patient experience improvement initiatives in military hospitals
“Medically Ready Force…Ready Medical Force” 3
4
MHS & Surveys Overview
The Military Health System (MHS)
“Medically Ready Force…Ready Medical Force” 5
The Quadruple Aim
“Medically Ready Force…Ready Medical Force” 6
Defense Health Agency (DHA)
∎Manages the TRICARE health benefit
∎ Improves health care through: research, education, centers of excellence, forensic investigations, and input to policy changes
∎As of Oct 1, 2018 beginning to lead administration of all Military Treatment Facilities (MTFs)*
*Stand alone clinics or hospitals with substantial ambulatory care clinics
7
MHS Survey Program
• Formally established in response to the National Defense Authorization Act in 1992, calling for an annual formal survey of persons receiving health care to determine:
• Availability of services
• Familiarity with availability and facilities
• Health status
• Satisfaction and quality
• DHA Decision Support Division (DSD) health care scientists collect survey data.
Patient Care Practices and Patient Experience Scores
Patient Care Practices Measured by TRISS
• Studer Group, a private healthcare consulting company, developed four patient experience questions to assess patient engagement practices deemed critical to care. The questions were added to the TRISS survey to assess frequency of these practices across the MHS.
“Medically Ready Force…Ready Medical Force” 14
Patient Care Practices Measured by TRISS
How often did nursing staff come into your room to check or round on you during the day? Would you say every hour, every two hours, every few hours, or a couple times a day?
At shift change, did the nurses include you in their conversation regarding your plan of care?
15
Patient Care Practices Measured by TRISS
Did a nurse leader visit you during your stay?
After discharge, did you receive a phone call from a hospital staff member regarding your recovery at home?
16
Engagement in Patient Care Practices by Product Line
∎ Medical and Surgical scores are similar – Obstetric engagement in these patient care practices was lower in all categories.
0%20%40%60%80%
100%
Nurse HourlyRounding
Nurse LeaderVisit
Post-DischargeTelephone Call
Nurse BedsideShift Reporting
Average Scores on Studer Practices by Product Line FY17
1 Communication with Nurses Communication withNurses
2 Communication with Doctors
Communication with Doctors
3 Cleanliness of Room/ Bathroom
Cleanliness of Room/ Bathroom
Studer Practices do not score as the top drivers of patient experience,
but may be contributing factors for communication and health outcomes
(i.e. fewer falls with more hourly rounding).
20
Summary of Findings
∎ Engagement in patient care practices varies by product line, with lower levels of engagement in hourly rounding specifically
∎ Hourly rounding appears to impact patient experience scores, with more engagement leading to higher Overall Hospital and Recommend Hospital scores
∎ Top drivers of patient experience scores are still Communication with Doctors and Nurses, but the patient care practices highlighted in this study impact both scores and patient outcomes.
“Medically Ready Force…Ready Medical Force” 21
Acknowledgments & Contact Information
∎ The authors would like to thank the participating MTF interviewees.
∎ The Defense Health Agency within the Department of Defense funded the study.