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 O.
AU - Miller, Joanne
AU - Allen, Lisa
AU - Sawyer, Melinda
AU - Pronovost, Peter J.
N1 - Publisher Copyright:
© Copyright 2016 Wolters Kluwer Health, Inc. All rights reserved.
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
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U2 - 10.1097/QMH.0000000000000106
DO - 10.1097/QMH.0000000000000106
M3 - Article
C2 - 27749716
AN - SCOPUS:84995560992
SN - 1063-8628
VL - 25
SP - 197
EP - 202
JO - Quality management in health care
JF - Quality management in health care
IS - 4
ER -