SHM Converge Scientific Abstract ePoster Gallery-Impact of Dynamic Real

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This study examined whether dynamic, real-time feedback could improve hospitalist-specific HCAHPS patient experience scores. Because official HCAHPS results are delayed, the authors tested an automated system that provided daily feedback to physicians based on bedside interviews with patients.<br /><br />At a 550-bed hospital, 27 hospitalists were randomized into intervention and control groups, with 13 in each arm. Over seven months, a research assistant interviewed 1,013 patients using the three HCAHPS doctor-communication questions: whether doctors treated patients with courtesy and respect, listened carefully, and explained things clearly. Responses were entered into a website, which emailed intervention physicians each morning (except Sundays and Mondays) with their “always” response rates and peer comparisons. Control physicians received no emails. No direct coaching was provided.<br /><br />The two groups were similar at baseline in age, gender, prior HCAHPS scores, years since medical school, and hospitalist experience. Results showed significantly higher “always” responses in the intervention group for all three questions: explaining clearly (82% vs. 74%, p=0.0034), listening carefully (83% vs. 78%, p=0.05), and courtesy/respect (93% vs. 89%, p=0.03). When all three questions were combined, the intervention group had a significantly higher overall top-box rate than control (86% vs. 80.5%, p<0.00001).<br /><br />The authors concluded that dynamic real-time feedback improved provider-specific HCAHPS scores. They noted the intervention was largely automated aside from daily patient interviews, and observed that scores were lower on house staff teams and higher on teams with advanced practice providers.

Asset Subtitle

Nitendra Agarwal

Meta Tag

Author List Ankur Segon, Asif Surani, Nitendra Agarwal

Category Research

Concept Patient Satisfaction

Concept HCAHPS

Concept Real-time Feedback

Concept Health Outcomes

Concept Health Care Utilization

Distinguished Non-Finalist

Presenter Organization UT Health San Antonio

Presenting Author Nitendra Agarwal

Track Quality Improvement

Keywords

HCAHPS

patient experience

hospitalists

real-time feedback

doctor communication

patient satisfaction

bedside interviews

automated intervention

top-box rate

provider-specific scores

Patient Satisfaction

HCAHPS

Real-time Feedback

Health Outcomes

Health Care Utilization