Comprehensive unit-based safety program (CUSP) to improve patient experience: How a hospital enhanced care transitions and discharge processes

Brent C. Pottenger, Richard Davis, Joanne Miller, Lisa Allen, Melinda Sawyer, Peter J. Pronovost

Research output: Contribution to journalArticle

Abstract

Objective: To determine whether Comprehensive Unit-based Safety Program (CUSP) teams could be used to enhance patient experience by improving care transitions and discharge processes in a 318-bed community hospital. Methods: In 2015, CUSP teams produced feasible solutions by participating in a design-Thinking initiative, coupled with performance improvement tools involving data analytics and peer-learning communities. Teams completed a 90-day sprint challenge, involving weekly meetings, monthly department leader meetings, and progress trackers. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was used, and the percent top (best) scores were reported for overall hospital ratings, discharge information, and care transitions. Results: The percentage of patients choosing the top score increased from 61.0% preintervention to 68.0% postintervention for overall hospital rating and from 71.4% to 80.7% for recommending the hospital. The top scores increased from 76.0% preintervention to 84.5% postintervention for the discharge information domain and from 49.2% to 53.6% for the care transitions domain. Conclusion: CUSP teams improved patient experience. The teams could expand their scope to be the unit-level resource focused not only on safety but also on external quality measures to which patient experience is a broad category for HCAHPS scores, and potentially on value in future work.

Original languageEnglish (US)
Pages (from-to)197-202
Number of pages6
JournalQuality Management in Health Care
Volume25
Issue number4
DOIs
StatePublished - Oct 1 2016

Fingerprint

Patient Transfer
Safety
experience
Health Personnel
Delivery of Health Care
rating
Community Hospital
community
Learning
leader
resources
learning
performance
Values

Keywords

  • Hospital-Patient Relations
  • Patient Caremanagement
  • Patient Satisfaction
  • Patient-Centered Care
  • Quality Improvement

ASJC Scopus subject areas

  • Leadership and Management
  • Health(social science)
  • Health Policy
  • Care Planning

Cite this

Comprehensive unit-based safety program (CUSP) to improve patient experience : How a hospital enhanced care transitions and discharge processes. / Pottenger, Brent C.; Davis, Richard; Miller, Joanne; Allen, Lisa; Sawyer, Melinda; Pronovost, Peter J.

In: Quality Management in Health Care, Vol. 25, No. 4, 01.10.2016, p. 197-202.

Research output: Contribution to journalArticle

Pottenger, Brent C. ; Davis, Richard ; Miller, Joanne ; Allen, Lisa ; Sawyer, Melinda ; Pronovost, Peter J. / Comprehensive unit-based safety program (CUSP) to improve patient experience : How a hospital enhanced care transitions and discharge processes. In: Quality Management in Health Care. 2016 ; Vol. 25, No. 4. pp. 197-202.
@article{985df218d48641d9927169f49b28d93c,
title = "Comprehensive unit-based safety program (CUSP) to improve patient experience: How a hospital enhanced care transitions and discharge processes",
abstract = "Objective: To determine whether Comprehensive Unit-based Safety Program (CUSP) teams could be used to enhance patient experience by improving care transitions and discharge processes in a 318-bed community hospital. Methods: In 2015, CUSP teams produced feasible solutions by participating in a design-Thinking initiative, coupled with performance improvement tools involving data analytics and peer-learning communities. Teams completed a 90-day sprint challenge, involving weekly meetings, monthly department leader meetings, and progress trackers. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was used, and the percent top (best) scores were reported for overall hospital ratings, discharge information, and care transitions. Results: The percentage of patients choosing the top score increased from 61.0{\%} preintervention to 68.0{\%} postintervention for overall hospital rating and from 71.4{\%} to 80.7{\%} for recommending the hospital. The top scores increased from 76.0{\%} preintervention to 84.5{\%} postintervention for the discharge information domain and from 49.2{\%} to 53.6{\%} for the care transitions domain. Conclusion: CUSP teams improved patient experience. The teams could expand their scope to be the unit-level resource focused not only on safety but also on external quality measures to which patient experience is a broad category for HCAHPS scores, and potentially on value in future work.",
keywords = "Hospital-Patient Relations, Patient Caremanagement, Patient Satisfaction, Patient-Centered Care, Quality Improvement",
author = "Pottenger, {Brent C.} and Richard Davis and Joanne Miller and Lisa Allen and Melinda Sawyer and Pronovost, {Peter J.}",
year = "2016",
month = "10",
day = "1",
doi = "10.1097/QMH.0000000000000106",
language = "English (US)",
volume = "25",
pages = "197--202",
journal = "Quality Management in Health Care",
issn = "1063-8628",
publisher = "Lippincott Williams and Wilkins",
number = "4",

}

TY - JOUR

T1 - Comprehensive unit-based safety program (CUSP) to improve patient experience

T2 - How a hospital enhanced care transitions and discharge processes

AU - Pottenger, Brent C.

AU - Davis, Richard

AU - Miller, Joanne

AU - Allen, Lisa

AU - Sawyer, Melinda

AU - Pronovost, Peter J.

PY - 2016/10/1

Y1 - 2016/10/1

N2 - Objective: To determine whether Comprehensive Unit-based Safety Program (CUSP) teams could be used to enhance patient experience by improving care transitions and discharge processes in a 318-bed community hospital. Methods: In 2015, CUSP teams produced feasible solutions by participating in a design-Thinking initiative, coupled with performance improvement tools involving data analytics and peer-learning communities. Teams completed a 90-day sprint challenge, involving weekly meetings, monthly department leader meetings, and progress trackers. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was used, and the percent top (best) scores were reported for overall hospital ratings, discharge information, and care transitions. Results: The percentage of patients choosing the top score increased from 61.0% preintervention to 68.0% postintervention for overall hospital rating and from 71.4% to 80.7% for recommending the hospital. The top scores increased from 76.0% preintervention to 84.5% postintervention for the discharge information domain and from 49.2% to 53.6% for the care transitions domain. Conclusion: CUSP teams improved patient experience. The teams could expand their scope to be the unit-level resource focused not only on safety but also on external quality measures to which patient experience is a broad category for HCAHPS scores, and potentially on value in future work.

AB - Objective: To determine whether Comprehensive Unit-based Safety Program (CUSP) teams could be used to enhance patient experience by improving care transitions and discharge processes in a 318-bed community hospital. Methods: In 2015, CUSP teams produced feasible solutions by participating in a design-Thinking initiative, coupled with performance improvement tools involving data analytics and peer-learning communities. Teams completed a 90-day sprint challenge, involving weekly meetings, monthly department leader meetings, and progress trackers. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey was used, and the percent top (best) scores were reported for overall hospital ratings, discharge information, and care transitions. Results: The percentage of patients choosing the top score increased from 61.0% preintervention to 68.0% postintervention for overall hospital rating and from 71.4% to 80.7% for recommending the hospital. The top scores increased from 76.0% preintervention to 84.5% postintervention for the discharge information domain and from 49.2% to 53.6% for the care transitions domain. Conclusion: CUSP teams improved patient experience. The teams could expand their scope to be the unit-level resource focused not only on safety but also on external quality measures to which patient experience is a broad category for HCAHPS scores, and potentially on value in future work.

KW - Hospital-Patient Relations

KW - Patient Caremanagement

KW - Patient Satisfaction

KW - Patient-Centered Care

KW - Quality Improvement

UR - http://www.scopus.com/inward/record.url?scp=84995560992&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84995560992&partnerID=8YFLogxK

U2 - 10.1097/QMH.0000000000000106

DO - 10.1097/QMH.0000000000000106

M3 - Article

C2 - 27749716

AN - SCOPUS:84995560992

VL - 25

SP - 197

EP - 202

JO - Quality Management in Health Care

JF - Quality Management in Health Care

SN - 1063-8628

IS - 4

ER -