Patient Satisfaction and the Discharge Process: Evidence-Based Best Practices

Softbound Book
Size: 8.5" x 11"
Includes 3 AMA PRA Category 1 and 3 Nursing contact hours!
ISBN 1578397723
9781578397723
HCPro
June 2006
(click the button below for the very best currently available price for this important resource)

Press Ganey Associates, the recognized national leader in patient satisfaction and quality research, has developed this hands-on, how-to guide you need to improve your facility’s discharge process: Patient Satisfaction and the Discharge Process: Evidence-Based Best Practices.

This resource is jam-packed with best practices. Pulled from data gathered from tens of thousands of patient survey responses in more than 6,000 facilities nationwide, this book offers a collection of strategies for providing a successful discharge experience for your patients.

This book offers the facts you need to improve your discharge planning process. It is dedicated to helping healthcare administrators and professionals make measurable improvements to their facility discharge planning process. Based on the best, evidence-based research available, Patient Satisfaction and the Discharge Process brings together the key national studies and the standards of leading agencies, including CMS, the JCAHO, and the AMA, on discharge processes. This resource offers the applicable data, relevant research, and proven strategies to aid you in quickly and effectively implementing your discharge planning program under HCAHPS, CMS’ new initiative to publicly report patient perceptions of care.

The best practices found in Patient Satisfaction and the Discharge Process have also been identified as key factors for:

reducing length of stay,
improving patient flow, and
positively impacting financial outcomes for your hospital.

By developing the know-how to improve your discharge planning process and shorten the length of stay for patients, you can achieve better overall quality of care ratings for your facility. Who should have access to this book?

Directors and Managers of Quality
Patient Satisfaction Directors and Patient Representatives
Risk Managers
Directors of Nursing
Directors of Case Management
Social Workers and Discharge Planners
Chief Nursing Officers

With this book, physicians and nurses can also earn continuing education hours - including 3 AMA PRA Category 1 contact hours and 3 Nursing contact hours. In this book, you will find full coverage of these topics:

What does the data say
Readiness for discharge
The speed of discharge
Clear instructions on self care
Arrangements for follow-up care and home care
Best practices for focused improvement

Leaving the hospital setting can be the single most stressful moment of the entire hospital experience, for both patients and their families. Research proves that patients’ perception of the discharge process an important component to overall satisfaction and loyalty, and the final impression of the healthcare experience.

How prepared does the patient feel to leave the hospital?
How quickly is the discharge process executed?
How much thought is given to the self-care instructions the patient takes home?
What kind of home care or follow-up services are set in place?

Physicians and nurses earn continuing education hours! Includes 3 AMA PRA Category 1 contact hours and 3 Nursing contact hours! HCPro, Inc. is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians. This educational activity for a maximum of 3 AMA PRA Category 1 Credit(s)TM. Physicians should only claim credit commensurate with the extent of their participation in the activity.

This educational activity for 3 nursing contact hours is provided by HCPro, Inc. HCPro is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center Commission on Accreditation. With this book as your guide, you will be able to:

define the differences between patient causes and hospital causes of dissatisfaction with the discharge process.
describe the key elements of the AMA Guidance on the components of a quality discharge process.
list three things hospitals may do that make patients feel rushed
describe two things hospitals do to cause low scores on patient satisfaction with the speed of discharge.
identify three questions staff can ask patients that may elicit unspoken concerns or needs.
describe five basic living activities that the patient will face post-discharge and that may lead them to not feel confident that they can care for themselves
discuss why it is important to have variation in educational resources
create an outline for an effective family caregiver assessment
describe the potential impact of post-discharge callbacks and home visits on patient concerns about unanticipated needs arising post-discharge.
describe the role and use of “education nurses” at one hospital to successfully improve follow-up and patient satisfaction.

Paul Alexander Clark, MPA is the Senior Knowledge Manager for Press Ganey Associates. He directs a team of researchers who conduct quantitative and qualitative research to determine best practices for improving patient, employee, and physician satisfaction in health care. His team’s research supports more than 100 Press Ganey Consultants who actively partner with health care organizations to help improve the service they provide to patients, employees, and physicians. Clark earned a Master of Public Administration in science and technology policy from George Mason University in Fairfax, VA, a bachelor’s degree from the University of Pittsburgh, and is working to complete a Master of Arts in Bioethics and Healthcare Policy at the Loyola University in Chicago.

Press Ganey is the health care industry’s largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident, physician, and employee) satisfaction in health care delivery systems. Founded in 1985 and headquartered in South Bend, Indiana, Press Ganey serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more than 30% of the total acute care market.

Press Ganey Associates, the recognized national leader in patient satisfaction and quality research, has developed this hands-on, how-to guide you need to improve your facility’s discharge process.

With more than 18 years of experience, HCPro, Inc. is a leading provider of integrated information, education, training, and consulting products and services in the vital areas of healthcare regulation and compliance. The company's mission is to meet the specialized informational, advisory, and educational needs of the healthcare industry. As an acknowledged industry authority in healthcare regulation and compliance, HCPro focuses on providing its clients assistance and expertise in the areas of accreditation, medical staff affairs, credentialing, privileging, medical record management, regulatory compliance, nursing, quality/patient safety, infection control, and workplace safety.

(information from the publisher)

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