|
KEY INITIATIVE:
PATIENT PERCEPTION SURVEYS
Organizational Priority #3
Demonstrate improvements in clinical and service quality resulting
in satisfied customers.
Leader(s)
David Henderson, Laura Lee
Collaborators
CC Departments, Institutes, Patient Advisory Group
Description
The Clinical Center is working with the Picker Institute to
develop a patient survey to assist in evaluating our patients'
perceptions of the care they receive at the CC. The results of
these surveys will serve as "organizational red-flags"
-- identifying areas that may require more intense investigation
or inquiry. The Picker Institute's questionnaires focus on the
most important patient experiences, as defined by patients: access
to care; respect for patient values, preferences, and expressed
needs; coordination of care and integration of services; communications
between patients and providers; physical care, comfort, and alleviation
of pain; emotional support; involvement of family and friends;
and transition and continuity.
Accomplishments-to-Date
- Obtained generic clearance from the Office of Management
and Budget to
conduct surveys of customer and other partners
- Selected Picker as collaborator
- Developed a customized survey working closely with major
constituencies
(MEC, CCAC, PAG, Department Heads, Executive Committee)
- Administered first annual patient perception survey in May
1999
FY 2000 Goals
- Identify and manage opportunities for improvement based on
inpatient
survey data
- Design and administer outpatient survey
- Design and administer pediatric survey
- Develop and implement an organization-wide comprehensive
ongoing
program for assessing and managing patient perceptions
|