SHM Converge Scientific Abstract ePoster Gallery-Real-Time Feedback Informing Experience-Based Improvement in a Rural Academic Medical Center: A Care Experience Improvement Inititative in the Promise Partnership Learning Health System.

Real-Time Feedback Informing Experience-Based Improvement in a Rural Academic Medical Center: A Care Experience Improvement Inititative in the Promise Partnership Learning Health System.

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This project examined whether real-time post-discharge patient feedback could improve provider communication scores at Dartmouth Hitchcock Medical Center.<br /><br />Background:<br />Provider communication scores dropped during the pandemic, and traditional HCAHPS feedback arrives 1–2 months late, making it hard to use for rapid improvement. The team used a technology-augmented survey tool as part of the Promise Partnership learning health system initiative.<br /><br />Intervention:<br />Patients discharged home received a 5-question survey by SMS or email 1 business day after discharge. The survey asked about:<br />- understanding of discharge paperwork<br />- ongoing symptoms<br />- medication concerns<br />- whether they wanted a call from the care team<br /><br />If a patient raised a concern, the team was alerted and could call within 24 hours. Survey responses were also tracked for readmissions.<br /><br />Findings:<br />- 819 patient encounter responses were collected over 14 months<br />- survey response rate was 24%<br />- 23% reported confusion about symptom management after discharge<br />- 15% had concerns about medication changes<br />- 13% requested an outreach call<br /><br />Despite identifying actionable issues, the team did not find a meaningful correlation between the intervention and improved provider communication scores. The correlation between provider communication scores and patients requesting outreach calls was weak.<br /><br />Conclusion:<br />Real-time rounding and automated post-discharge feedback can quickly identify patient needs and support transitional care, but this approach did not clearly improve provider communication scores in this study. The team suggests that real-time feedback is useful for experience-based improvement, even if measurable communication scores do not change right away.

Asset Subtitle

Sage Gale

Meta Tag

Author List Brant Oliver, Jose R. Mercado, Sage Gale

Category Innovations

Concept Post-Discharge Patient Feedback

Concept Discharge Concern

Concept Survey Response Rate

Concept SMS Survey

Concept Email Survey

Distinguished Non-Finalist

Presenter Organization DHMC

Presenting Author Sage Gale

Track Transitions of Care

Keywords

post-discharge feedback

provider communication scores

patient survey

SMS email survey

transitional care

HCAHPS

Dartmouth Hitchcock Medical Center

real-time feedback

medication concerns

patient outreach

Post-Discharge Patient Feedback

Discharge Concern

Survey Response Rate

SMS Survey

Email Survey