SHM Converge Scientific Abstract ePoster Gallery-Patient Experience in the Eyes of the Spanish Speaking Patient

Pdf Summary

This project aimed to improve Press Ganey patient experience survey completion among Spanish-speaking inpatients by removing language barriers and building a sustainable, shared-responsibility workflow. Northwell Health identified a major gap in 2022: the inpatient survey response rate for Spanish-speaking patients was only 5.7% overall, with just 131 returns from 2,303 surveys sent. On the 5T and 6T units, response rates were similarly low at 6.04% and 6.3%, despite the feedback being highly positive.<br /><br />To address this, a cross-collaborative team was formed including hospital medicine, patient experience, patient registration, IT, nursing, and the Spanish interpreter team. Key interventions included:<br />- ensuring accurate primary language documentation at admission,<br />- creating an EMR-generated daily list of Spanish-speaking patients,<br />- developing a bedside script in Spanish to explain the survey and its importance,<br />- using in-house Spanish interpreters for daily rounding and education,<br />- re-educating clinical teams on proper use of interpreter services,<br />- translating educational materials into Spanish.<br /><br />The shared workflow involved registration, IT, patient experience, interpreters, and clinical teams working together to engage Spanish-speaking patients during hospitalization.<br /><br />Results showed improvement in survey response rates on both units in 2023:<br />- 5T Spanish-speaking response rate increased from 6.04% to 9.98%,<br />- 6T increased from 6.3% to 9.85%.<br /><br />The project demonstrates that using in-house interpreters, accurate language identification, and structured bedside communication can improve engagement with Spanish-speaking patients, support healthcare equity, and ultimately enhance patient experience measurement.

Asset Subtitle

Sadia Arshad

Meta Tag

Author List Carolyn Infante, Emily Laino, Marcella Gonzalez, Michelle Rosetti, Sadia Arshad, Sevinc Kadayifci, Tom Anderson, Valerie Kruszon

Category Innovations

Concept Press Ganey Survey

Concept Spanish-speaking Patients

Concept Survey Response Rate

Concept Survey Completion

Concept Survey Return

Distinguished Non-Finalist

Presenter Organization Northwell Health South Shore University Hospital

Presenting Author Sadia Arshad

Track Communication

Keywords

Press Ganey

patient experience

Spanish-speaking inpatients

survey completion

language barriers

in-house interpreters

shared workflow

EMR documentation

healthcare equity

patient engagement

Press Ganey Survey

Spanish-speaking Patients

Survey Response Rate

Survey Completion

Survey Return