A multifaceted study of hospital variables and interventions to improve inpatient satisfaction in a multi-hospital system

Abstract

Knowing the areas of service, actions, and parameters that can influence patient perception about a service provided can help hospital executives and healthcare workers to devise improvement plans, leading to higher patient satisfaction. To identify inpatient satisfaction determinants, assess their relationships with hospital variables, and improve patient satisfaction through interventions. We studied the inpatient population of an eight-hospital tertiary medical center in 2015. The satisfaction determinants were based on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey answers and included clinical and organizational variables. Interventions began at the end of 2016 included bedside care coordination rounds (BCCR), medications best practices alert (BPA), connect transitions post-discharge calls (CONNECT Transitions) and a framework for provider-patient interactions called AIDET (Acknowledge, Introduce, Duration, Explain, and Thank). Substantial impact upon patient satisfaction was observed after the introduction of these interventions. Three groups were identified: high satisfaction, which correlated with race, surgery, and cancer care; low satisfaction, correlated with elderly, emergency room, intensive care unit, chronic obstructive pulmonary disease, and vascular diseases; and neutral, correlated with hospital-acquired complications, several diagnostic procedures, and medical care delay. Significant improvements in the 3 groups were achieved with interventions that optimize care provider interactions with patients and their families. Based on the HCAHPS-based analysis, we implemented new measures and programs for addressing coordination of care, improving patient safety, reducing the length of stay, and ultimately improving patient satisfaction.

Nursing students’ lived experiences with using AIDET in patient communication: A qualitative study in the Philippines

“…Nurses can leverage communication tools like the AIDET framework (Acknowledge, Introduce, Duration, Explanation, and Thank You), developed by the Studer Group ( 2005 ), to enhance their interactions with patients. It has gained traction in recent training programs worldwide (Puppala et al, 2020 ). Studies, particularly in Thailand, have demonstrated the potential of AIDET to enhance patients’ experience and care delivery (Panchuay et al, 2023 ; Thangkratok et al, 2017 ).…”

Exploring nurses’ experiences in applying AIDET framework to improve communication skills in the emergency department: A qualitative study

“…The AIDET framework was first presented by Studer Group ( 2005 ) and became widely used in training for healthcare professions over recent years. Puppala et al ( 2020 ) demonstrated that the AIDET tool is a focused, directed structure for provider-patient communications. The evidence listed under AIDET is a shorthand for a very effective technique for talking to persons who are frequently worried, anxious, and feeling vulnerable (Palombi et al, 2015 ).…”