SHM Converge Scientific Abstract ePoster Gallery-Transforming Environment and Culture to Improve Hospital Medicine Patient Experience

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This document reports a retrospective cohort study at Parkland Health examining whether environmental and cultural changes improved patient experience (PEX) scores for hospital medicine physicians from 2016 to 2022. The team aimed to increase patient satisfaction by reshaping the care environment and transforming service culture.<br /><br />The study compared Press Ganey survey results before and after the interventions, using t-tests and a difference-in-differences analysis against all physicians. The hospital medicine group showed statistically significant improvement across all physician-specific survey questions, while the all-physician cohort did not show significant improvement in any domain over the same period.<br /><br />The biggest gains for hospitalists were seen in physician communication and interaction measures, including overall physician section score, time spent with patients, concern for worries, keeping patients informed, and friendliness/courtesy. The difference-in-differences analysis found significant improvement for hospitalists in four of five survey items compared with all physicians.<br /><br />The authors conclude that both operational changes and cultural transformation likely contributed to better patient experience. Specific measures included forming a PEX committee, appointing a medical director, sharing best practices, lowering census, providing performance dashboards, leadership messaging, positive reinforcement, and financial incentives. The overall message is that combining transactional management tools with broader culture change can meaningfully improve patient satisfaction in hospital medicine.

Asset Subtitle

Satyam Nayak

Meta Tag

Author List Anita Hegde, Eugene S. Chu, L Steven Steven Brown, Lonnie Roy, Satyam Nayak, Vidushi Golla

Category Research

Concept Patient Experience

Concept Adherence

Concept Clinical Outcome

Concept Patient Safety

Concept Press Ganey Survey

Distinguished Finalist

Presenter Organization UT Southwestern Medical Center/ Parkland Health

Presenting Author Satyam Nayak

Track Value in Hospital Medicine

Keywords

patient experience

hospital medicine

Press Ganey

patient satisfaction

retrospective cohort study

physician communication

difference-in-differences

service culture

operational changes

cultural transformation

Patient Experience

Adherence

Clinical Outcome

Patient Safety

Press Ganey Survey