Patient Satisfaction
Optimization
Linda Shin, MPH
Clinical Safety & Effectiveness
Working Together to Work Wonders.
Team Members
Sponsor: Randy Urban, MD
Astrud Leyva, MD
Beverly Mizell, RN
Corrin Le Vasseur, MPA
Deven Barriault, RN
Jennifer Zirkle, RN
Linda Shin, MPH
Lindsay Sonstein, MD
Working Together to Work Wonders.
2
Background
• UTMB measures patient satisfaction levels using Press
Ganey surveys
• Patient satisfaction optimization team reviewed past
Press Ganey survey results and identified “Blood Draw” as
an area in need of improvement
Working Together to Work Wonders.
3
What Were We Trying To Accomplish?
Aim Statement
Increase patient satisfaction mean scores by 1.0 point for
the Press Ganey question, “the courtesy of person who
drew blood’, for units 9D (Transplant) and 10C (Acute
Care for Elders) for July and August 2010.
Working Together to Work Wonders.
4
Baseline: Acute Care For Elders (ACE) Unit
Working Together to Work Wonders.
5
Baseline: Transplant Unit
Working Together to Work Wonders.
Process Mapping
Working Together to Work Wonders.
Flow Diagram
Working Together to Work Wonders.
Fishbone Diagram
Working Together to Work Wonders.
Brainstorm
• Met with the stakeholders
o Nursing Staff
o Lab management
o All inpatient phlebotomists
• Reviewed and analyzed patients’ comments included in
Press Ganey survey results
• Multiple list serve queries
o University Hospital Consortium
o American College of Healthcare Executives
Working Together to Work Wonders.
Matrix of Possible Interventions
Ease of
Implementation
Easy
Posting Patient Satifaction
scores on the units
Flyer/tent card with
educational Info to give to
patients regarding blood
draw by phlebotomists
Low Impact/Easy
Medium Impact/Easy
High Impact/Easy
RN explanation of blood
draw/education
Role Playing Exercise with
Phlebotomists
PCT & Phlebotomy
Coordination
Low Impact/Moderate
Medium Impact/Moderate
High Impact/Moderate
Nurse & Phlebotomy AIDET
training/Scripting
10 PM Blood Draw
Medium Impact/Difficult
High Impact/Difficult
Low Impact/Difficult
Difficult
Low
Potential Impact
Working Together to Work Wonders.
High
Project Plan
1. Tent cards (English and Spanish)
2. AIDET training for phlebotomists (Acknowledge,
Introduce, Duration, Explanation, and Thank You)
3. Patient education
4. Coordination of vital signs and blood draw on ACE unit
Working Together to Work Wonders.
Secondary Interventions
1. Tent Cards
•
Added a note for patients to score us on Press Ganey
•
Laminated the cards
•
Housekeeping, patient advocates, and unit nursing staff
were all involved in keeping the tent cards at the
patients’ bedside
2. Patient education was provided during the admission
process
Working Together to Work Wonders.
Results – ACE Unit (92.50)
mean = 86.66
Working Together to Work Wonders.
mean = 90.26
Results – Transplant Unit (80.71)
mean = 88.51
Working Together to Work Wonders.
mean = 85.42
Discussion
We found significant differences in the outcomes at
these two units. One of the contributing factors was
the differences in the patient population. Another
may be that the transplant unit was less frequently
staffed by UTMB nurses.
For future patient satisfaction initiatives, it will be
important to have representatives from each
specialty to arrive at best solutions and improvement
initiatives.
Working Together to Work Wonders.
Barriers And Challenges
•More agency nurses than expected worked on the Transplant
Unit
•Tent cards were thrown away
•Coordination between PCTs and phlebotomists was not
always feasible
•Delays in obtaining reliable Press Ganey survey results
Working Together to Work Wonders.
Next Steps
•Work with UTMB Organizational Effectiveness, Training, and Recognition
department to continue AIDET training for all inpatient nurses and new
phlebotomists.
•Work with Patient Services to create appropriate signs/posters for each unit to
increase the number of returned surveys.
•Provide in-service for nurses to educate patients regarding phlebotomy.
•Recommend to laboratory operations to utilize a standard schedule for
phlebotomy activity and to coordinate with other morning activities at each unit.
Working Together to Work Wonders.
Return On Investment
Year 1
Costs
$21, 179
Benefit*
---
Annual Net Benefit
($21,179)
Cumulative Benefit
($21,179)
*Satisfaction leads to patient loyalty, and increased loyalty is the single most
important driver of long term financial performance. Jones and Sasser
**More frequent blood draws may lead to lower satisfaction level and
higher cost
Working Together to Work Wonders.
Conclusion
•We CAN improve our patients’ satisfaction!
•Hospital stays are full of surprises and it is important to let
patients know what to expect during their stay.
•Institutions may need specialty- and patient populationspecific initiatives to address patient satisfaction.
Working Together to Work Wonders.
Acknowledgment
•Susan Seidensticker
•Phlebotomy Team
•Lab Management:
•Transplant and ACE unit staff
 Bert Nash
 Ricardo Segura
 Theresa Friloux
•Patient Advocates


Tony Armenta
Jeanette Mancha
Working Together to Work Wonders.
•Environmental Services
•OETR
 Bob Scott and Martha
Livanec
Questions?
“To improve is to change. To be perfect is to change often.”
- Winston Churchill
Working Together to Work Wonders.