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TeQ4: Huntington Veterans
Administration Medical Center
Denise Stombock/Jo Ellen Perry
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
Patient satisfaction is essential to the patients ability to manage their care at home.
 Research has identified a clear link between patient outcomes and patient satisfaction.
 Improper administration of medications in the home setting can lead to hospital admissions.
 National Patient Safety Goal-NPSG.03.06.01
 Record and pass along correct information about a patient’s medicines.
 Find out what medicines the patient is taking.
 Compare those medicines to new medicines given to the patient.
 Make sure the patient knows which medicines to take when they are at home.
 Tell the patient it is important to bring their up-to-date list of medicines every time they visit a doctor.
 Also known as Medication Reconciliation.
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 Patient satisfactions surveys are sent to patients randomly after discharge.
 Not all patients receive a survey.
 Not all patients who receive a survey fill out the survey.
 Review sample survey.
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Composite
Question 1
Before giving you any new medication, how often did hospital staff tell you what the medication was for?
Question 2
Before giving you any new medicine, how often did hospital staff describe possible side effects in a way you could understand?
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 Aim Statement: The Huntington VAMC will increase patient satisfaction scores related to the Communication about Medication on discharge by 10% by the end of Q4 FY15.
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 Continued decrease in patient satisfaction scores related to Communication about
Medication.
 Survey is lengthy and time consuming.
 Patients do not understand what the questions are asking.
 Physicians often do not communicate on a level the patients can understand which can lead to the patient not realizing the medications instructions were discussed.
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 Patient satisfaction scores in the area of
Communication about Medication have consistently decreased over the past three years.
 Physicians are unaware of the wording related to the questions on the patient satisfaction survey about discharge medications.
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 Program Objectives
 By the end of Q4 FY15, 90% of the discharging physicians will be able to appropriately communicate the process regarding new discharge medication to the patients.
 Apply a standardized “word scripting” to utilize with new discharge medication.
 Patients will understand/recognize newly prescribed medication at discharge.
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 Develop a standardized “word scripting” to be used on discharge.
 Face to Face meetings with physicians.
 Review the two questions the patients are asked on the survey regarding Communication about
Medication Composite.
 Review the patient satisfaction scores with the physicians.
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Success Factors Lessons Learned
 Administrative support
 Strengthening the patient-provider partnership
 Implementing the
PDSA model of quality improvement will increase the success of this project.
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 Education on patient satisfaction surveys and word scripting will be added to new physician orientation.
 Ongoing assessment to:
 Review the scores
 Track education
 Direct Observation/Secret Shopper
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 Survey of Healthcare Experiences of
Patients (SHEP)
 2014 Joint Commission National Patient
Safety Goals
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