SHM Converge Scientific Abstract ePoster Gallery-Real-Time Hospital Medicine Patient Experience Measurement With the Considerate Questions

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The document describes a pilot study testing <strong>consideRATE</strong>, a bedside, real-time patient experience survey for hospitalized adults on two hospital medicine wards at Dartmouth Hitchcock Medical Center.

The motivation is that standard post-discharge surveys such as HCAHPS are often limited by recall bias, low response rates, and delayed feedback, making it difficult to fix problems while patients are still in the hospital. The goal was to see whether a real-time patient-reported experience measure could be embedded into routine workflow and support service recovery.

Over three months, the team screened patients, obtained verbal consent, administered the survey at bedside, reviewed responses the same day, and escalated flagged concerns to leadership within 24 hours. Of 94 patients screened, 35 met eligibility, and 23 completed the survey. Completion and consent were high: <strong>96% consented and completed</strong>, and <strong>100% of surveys were reviewed the same day</strong>.

Results suggest the approach is feasible and acceptable. The overall patient acceptability score was <strong>91%</strong>, with high ratings for recommending the survey to others, comfort sharing feedback, and ease of completion. Survey domain scores showed strongest performance in <strong>Respect (74%)</strong> and <strong>Physical Problems (71%)</strong>, with lower scores in <strong>Plans (61%)</strong>, <strong>Communication (58%)</strong>, <strong>Surroundings (58%)</strong>, <strong>Feelings (55%)</strong>, and <strong>Affairs (42%)</strong>.

A sample patient comment highlighted positive staff attentiveness but noted the need for better coordination across teams.

The authors conclude that bedside real-time experience surveys are practical, do not disrupt workflows, and can enable timely service recovery. Next steps include expanding to more units, comparing consideRATE with HCAHPS, and exploring digital automation for real-time reporting.

Asset Subtitle

Arshi Parvez

Meta Tag

Author List Abhijit Saggu, Arshi Parvez, Ashley Fletcher, Catherine Saunders, Cecilia Kariuki, Eliza Bates, Emma Legg, Jacinta O'Connell, Kerin Vadnais, Marshall Ward, Meredith A. Macmartin, Rachel Israel, Simran Sehgal

Category Research

Concept HCAHPS

Concept Patient Experience Survey

Concept Measurement

Concept Inpatient Care Experience

Concept Service Recovery

Distinguished Non-Finalist

Presenter Organization Dartmouth Hitchcock Medical Center

Presenting Author Arshi Parvez

Track Quality Improvement

Keywords

consideRATE

patient experience survey

real-time feedback

hospitalized adults

service recovery

bedside survey

HCAHPS

patient satisfaction

hospital medicine wards

workflow integration

HCAHPS

Patient Experience Survey

Measurement

Inpatient Care Experience

Service Recovery