Measuring Customer Satisfaction

Question 1

What are the two types of customers in an organization?

Answer 1

Internal and External

focus on customer- bc pt not only one affect ex- family member

Question 2

Why are customers’ perspectives important to the performance improvement process?

Answer 2

They provide insights that no one else can offer about a product or service.

if don’t ask it, then can’t capture it

Question 2

internal customer

Answer 2

within org
ex: family, pt, staff

Question 3

What factors are important to patients regarding their care?

Answer 3

• How they are treated
• If their questions are answered
• If their concerns are addressed

Question 3

external customer

Answer 3

outside org
ex: pts

Question 4

What does patient experience as a quality outcome include?

Answer 4

• Respect
• Information
• Skill
• Empathy
• Hard decision-making
• Privacy

Question 5

What does CAHPS measure?

Answer 5

It measures how often specific behaviors occurred.

add braoder measures to see how well care was

Question 5

are hc providers in charge of the outcome of the deliberables

Answer 5

not often

Question 6

What is the significance of patient feedback?

Answer 6

It helps understand and avoid complaints and reduce malpractice.

Question 7

What was included in crossing quality chasm report

Answer 7

Care is not defect-free
* Quality and safety should be measured and publicly reported
* Patient views of the experience are a component of the quality a Patient Reported Outcome Measure (PROM

Question 8

What are some recommendations from the Crossing Quality Chasm report?

Answer 8

• Healthcare should be responsive to patient needs
• Care systems should be designed for common needs but flexible for individuals
• Patients should have control and necessary information
• communicate effectively
• anticipate pt needs
• org coordinate efforts

Question 9

What is the HCAHPS survey?

Answer 9

A survey launched by CMS that measures patient satisfaction and is tied to value-based care reimbursement models.

Question 10

PROM (pt report outcome measure)

Answer 10

created by national quality forum, defines pt experience, measures quality from pt view

Question 11

What are some tips for creating effective survey questions?

Answer 11

• Clear and easy to read
• Provide a range of responses
• Ensure unbiased and balanced scales
• Measure only one attribute per question

avoid including never and always

Question 12

survey overkill

Answer 12

pt is sick of rding Qs

Question 13

True or False: Surveys should be initiated days after the care experience.

Answer 13

False

Surveys should be initiated within days of the care experience.

Question 14

What are common concerns regarding data issues in surveys?

Answer 14

• Sample sizes and variability
• Age of data
• Representativeness (one size fits all)

Question 15

What is the goal of improving patient-centered care?

Answer 15

To reduce patient suffering in clinical, physical, emotional aspects.

mitigate inherent and prevent avoidable suffering (lack of respect, unneccesary wait)

Question 16

common survery concerns

Answer 16

• how to share results with team- attribution
• competitiveness of benchmark
• desire for risk adjustment (take into acc pt demographics)

Question 17

What are the benefits of using eSurveys?

Answer 17

• Reduces time between measurement and response
• Increases sample sizes
• Enhances statistical power for analyses- segment data

bias towards younger gen, bigger sample size –>greater confidence

Question 18

What does segmentation in data analytics help understand?

Answer 18

How well patient needs are met for a particular cohort.

based on location, care team, processes, clinical condition, demographic group

Question 19

Why is it important to segment patient data?

Answer 19

Patients are different, and understanding their varying needs aids in care redesign.

Question 20

What is a key aspect of building a culture of improvement in healthcare?

Answer 20

Putting patients at the center of care.

focused on reduce pt suffering

Question 21

What are critical issues identified in the inpatient setting for improvement?

Answer 21

• Perception of staff teamwork
• Nursing behaviors (courtesy, listening, information)
• Responsiveness and personalization of care