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ENQual workshop 2 report on patient satisfaction

ENQual workshop 2 report on patient satisfaction. Center for Healthcare Quality National Institute of Public Health Czech Republic A. Bourek. evolution. Before year 2000 sporadic in-house attempts to address patient satisfaction, based on locally devised patient survey questionnaires

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ENQual workshop 2 report on patient satisfaction

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  1. ENQual wrkshp 2 ENQual workshop 2report on patient satisfaction Center for Healthcare Quality National Institute of Public Health Czech Republic A. Bourek

  2. ENQual wrkshp 2

  3. ENQual wrkshp 2 evolution • Before year 2000 sporadic in-house attempts to address patient satisfaction, based on locally devised patient survey questionnaires • Break-off point - fulfilling Government decree No. 458/2000, „National program of preparation of the Czech Republic for accession to the EU“ and meeting tasks of the Top Level AdministrationMeeting of Ministry of Health from 30.10. 2000.

  4. ENQual wrkshp 2 steps • Modular project of the quality support in health care, proposed by the Center for Health Care Quality – call for projects for years 2001-2002 • Accepted project „Quality through the eyes of the patients“ (main contractor Stem Mark a.s) • Based on Picker Institute framework • Used previous materials of Dr. Bílek (Plzeň Teaching Hospital) • Supplemented by questionnaire on Quality of Life evaluation EuroQol-5D • Modified after pilot study on sample patients

  5. ENQual wrkshp 2 project characteristics 4. Survey effected on patients of internal wards of collaborating hospitals discharged 18.11.2002 to 8.12.2002 one day before discharge. Minimal hospitalization span 3 full days, 3 nights. 5. 2000 questionnaires were collected and evaluated. 6. Validizing follow-up interviews performed on 700 respondents by means of CATI (Computer Aided Telephone Interviewing) 14 days after the respective discharge.

  6. ENQual wrkshp 2 goal / target 6. Weighted correction assuring better fit to the yearly socio-demographic distribution of patients was performed by the Stephan-Deming method with help of data provided by the Institute for Healthcare Informatics and Statistics. Weights assigned to responses in the range of 0.33 to 3.00 to balance the absence or dominance of certain socio-demographic groups during the surveyed interval.

  7. ENQual wrkshp 2 HOSPITAL 15-54 years 55+ years Male Female % representation of categories VFN Praha 27 73 49 51 FN Královské Vinohrady Praha 23 77 51 49 FN Thomayerova Praha 19 81 45 55 FN Motol Praha 28 72 50 50 FN Na Bulovce Praha 21 79 45 55 FN Brno 34 66 51 49 FN U sv. Anny Brno 24 76 57 43 Cheb 22 78 47 53 Karlovy Vary 19 81 47 53 Mariánské Lázně 24 76 46 54 Ostrov 23 77 46 54 Sokolov 23 77 46 54 Havlíčkův Brod 20 80 47 53 Jihlava 16 84 47 53 Nové Město na Moravě 21 79 49 51 Pelhřimov 19 81 46 54 Třebíč 20 80 45 55 Velké Meziříčí 19 81 45 55 FN Ostrava 22 78 52 48 FN Olomouc 25 75 52 48 FN Plzeň 24 76 53 47 FN Hradec Králové 28 72 53 47 Celkem (pro CATI) 24 76 50 50

  8. ENQual wrkshp 2

  9. ENQual wrkshp 2 sample results

  10. ENQual wrkshp 2 sample – emotional support

  11. ENQual wrkshp 2 continuing project year 2003 • 2003 – participation of 15 hospitals (internal medicine wards)– each ward collected 100 subsequent forms • FN Hradec KrálovéFN Plzeň • VFN Praha • N Sokolov • FN Královské Vinohrady • N Karlovy Vary • ON Vsetín • FN Motol • N Uherské Hradiště • MN Valašské Meziříčí • N Baťova Zlín • FN Olomouc • FN Thomayerova • N Kroměříž • ON Nové Město na Moravě

  12. ENQual wrkshp 2 overall patient satisfaction

  13. ENQual wrkshp 2 hospital admission

  14. ENQual wrkshp 2 respect, consideration

  15. ENQual wrkshp 2 care coordination, integration

  16. ENQual wrkshp 2 information, communication

  17. ENQual wrkshp 2 bodily (physical) comfort

  18. ENQual wrkshp 2 emotional support

  19. ENQual wrkshp 2 family integration

  20. ENQual wrkshp 2 discharge and continuity

  21. ENQual wrkshp 2 Czech Rep. has 120 mamodiagnostic centers 55 accredited centers CATI response rate at 90 % 55 % of respondents compliance with face-to-face questioning outpatient care - mammacenters

  22. ENQual wrkshp 2 mamma-center outpatient survey

  23. ENQual wrkshp 2 referred by and informed

  24. ENQual wrkshp 2 choice of center

  25. ENQual wrkshp 2 waiting times in center

  26. ENQual wrkshp 2 procedure and result perception

  27. ENQual wrkshp 2 follow-up interventions • If follow-up was needed, patients described how it was effected and with how long waiting times.

  28. ENQual wrkshp 2 following surgical treatment • Patients commented on waiting times for surgical treatment and level of explanation of the necessity of the procedure.

  29. ENQual wrkshp 2 overall assessment of facility

  30. ENQual wrkshp 2 information on preventive measures

  31. ENQual wrkshp 2 mamma-centers survey

  32. ENQual wrkshp 2 benchmarking – overall satisfaction

  33. ENQual wrkshp 2 benchmarking - admission

  34. ENQual wrkshp 2 benchmarking - respect

  35. ENQual wrkshp 2 benchmarking - coordiantion

  36. ENQual wrkshp 2 benchmarking - information

  37. ENQual wrkshp 2 benchmarking - discharge and follow-up

  38. ENQual wrkshp 2 benchmarking - patient education

  39. ENQual wrkshp 2 inpatient questionnaire

  40. ENQual wrkshp 2

  41. ENQual wrkshp 2

  42. ENQual wrkshp 2

  43. ENQual wrkshp 2 mamma-center questionnaire

  44. ENQual wrkshp 2

  45. ENQual wrkshp 2

  46. ENQual wrkshp 2

  47. ENQual wrkshp 2 lessons learned • Quality from patient prospective „not so bad“ • Interest on behalf of collaborating centers • Use of professional interviewing teams • Use of professional system analysts • Use of socio-demographic data collected by Institute of Healthcare Statistics and Informatics • Feasible CATI methodology • Initial interest in benchmarking

  48. ENQual wrkshp 2 problem areas • Financing (of course) • Sustainability of evaluations • Medialization – publicity • REPORTING (formats, volume of revealed data, need for explanatory materials for „lay community“ to interpret presented facts • Lack of interest on behalf of „payers“ • Feeble legislative framework • Problems with feedback to the basic level of care providers in respective facilities

  49. ENQual wrkshp 2 ongoing and improvement • PHP format of all questionnaires enabling „on-line“ collection of patient perceptions (accessible from web-pages of each respective facility), collection directly into structured database with „intelligent“ data cleaning • Construction of outpatient specific questionnaires (much greater heterogenicity when compared to inpatient care) • Medialization and centralization of resultpresentation – one-spot access

  50. ENQual wrkshp 2 contact: bourek@ivf.cz

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