SHM Converge Scientific Abstract ePoster Gallery-Creating a Culture of Effective Communication by Enhancing Provider Engagement

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This project aimed to improve physician communication scores on HCAHPS by increasing provider engagement through a real-time feedback loop between hospitalized patients and hospitalists. The team recognized that physician communication strongly affects hospital STAR ratings, patient experience, and care quality, and that burnout and disengagement after the pandemic were worsening performance.<br /><br />On one medical unit (6 Tower), the team reviewed existing communication processes and identified gaps, especially around patient recognition of the attending physician and understanding of the survey questions. They created an analytic tool script that prompted patients to identify their hospitalist, confirm understanding of diagnosis and plan of care, and indicate whether more explanation or family communication was needed. Feedback was sent directly to providers in real time, allowing immediate clarification and reorientation of patients to the doctor leading their care.<br /><br />Over a two-month period, 251 patients were interviewed. Results showed that physicians used clear language 94% of the time, patients understood their diagnosis and plan of care 87% of the time, but only 30% could correctly identify their hospitalist. Despite this, preliminary patient experience data for physician communication improved substantially the next month, with scores rising from the 41st percentile rank to the 96th percentile rank.<br /><br />The project concludes that a sustainable real-time communication feedback system can increase provider engagement and improve patient satisfaction and quality outcomes. Next steps include expanding the approach to additional units and implementing further strategies to help patients better recognize the doctor responsible for their care.

Asset Subtitle

Sadia Arshad

Meta Tag

Author List Anne Ferguson, Kyle C. Katona, Sadia Arshad, Sevinc Kadayifci, Shivani Dave, Thomas Anderson, Valerie Kruszon

Category Innovations

Concept Physician Communication

Concept HCAHPS

Concept Provider Engagement

Concept CMS Stars

Concept Patient Experience

Distinguished Non-Finalist

Presenter Organization Northwell South Shore University Hospital

Presenting Author Sadia Arshad

Track Communication

Keywords

physician communication

HCAHPS

patient experience

hospitalist engagement

real-time feedback

provider engagement

patient satisfaction

care quality

hospital STAR ratings

communication scores

Physician Communication

HCAHPS

Provider Engagement

CMS Stars

Patient Experience