"Laboratory Patient Satisfaction"
Warm Springs+Baptist Rehabilitation Hospital is a 64-bed not-for-profit physical rehabilitation facility that provides inpatient and outpatient care to adults and pediatrics. Its CLIA-approved laboratory conducts about 74,000 tests annually, including hematology, coagulation, general chemistry, urinalysis, and transfusion testing.
For many years, the hospital used objective functional outcome data to evaluate program quality. In 1995 it subscribed to Press, Ganey Associates Inc. to measure patient satisfaction internally and compare scores to an external database. The initial report from Press, Ganey gave the laboratory a score of 77.7% with a percentile ranking of 5.
The laboratory director used this data to identify a weakness in the department through basic performance improvement strategies:
- evaluating processes
- involving staff
- using objective data
- brainstorming
- setting goals to effect change and sustain improvement
In brainstorming, the staff members listed problems and came up with remedies. They also detailed qualities that they and their families expect from a health care service, and listed causes for dissatisfaction. The laboratory also contacted those laboratories that had received the highest scores from Press, Ganey to determine how these organizations addressed patient satisfaction.
Improvements Seen
The laboratory identified many factors that impact patient satisfaction. By implementing behavioral and operational changes, the laboratory saw improvements in six months, achieving a score of 88.7% in patient satisfaction with a 56th percentile rank. In the following six months, the score rose to 93.2% with a 97th percentile rank. With ongoing follow-up, the laboratory demonstrated continued high scores and ranking in subsequent report data. The laboratory demonstrated that, with appropriate assessment tools and the authority to make changes, it could make a difference in patient care.