586 posters, 8 topics, 23 sessions, 1,077 authors, 622 institutions

ISQua's 40th International Conference 2024

24th - 27th September 2024 | Istanbul, Türkiye

ISQUA2024-ABS-1988

Determinants of Inpatient Satisfaction in a Post-Acute Care Rehabilitation Hospital in the US

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Poster Presenter

Jing XU

Authors

Jing Xu, Sinyoung Park, Mindi Manes, Raine Osborne, Allison Carrier

Affiliations

UNIVERSITY OF NORTH FLORIDA, Brooks Rehabilitation Hospital

Part of Topic

Patient Safety & Quality Improvement

Determinants of Inpatient Satisfaction in a Post-Acute Care Rehabilitation Hospital in the US

Significance: Patient satisfaction is a crucial metric in assessing hospital quality and driving improvements in patient-centered care. It informs both consumers and providers about the quality of services.

Literature Gaps: Limited data on determinants of overall patient satisfaction specifically in U.S. freestanding rehabilitation hospitals.

To analyze how specific hospital service domains, such as satisfaction with doctors, nurses, physical therapists (PT), occupational therapists (OT), personal issues, food services, and discharge processes, influence overall patient satisfaction scores and their willingness to recommend the hospital.

Data Sources:

•EMR Data: Includes patient demographics, hospital stay details, clinical/functional data, and quality measures (e.g., falls, readmissions).

•Press Ganey (PG) Surveys: Covers satisfaction ratings across several domains including doctors, nurses, PT, OT, discharge, personal issues, and overall experience.

Study Sample: All discharges from the hospital from January 2010 to December 2019.

•Dependent Variables: Final patient satisfaction score, overall rating of care, and likelihood to recommend the hospital. Dichotomized to 100% (Very Good) vs. less than 100%.

•Independent Variables: Satisfaction scores for doctors, nurses, PT, OT, discharge, and personal issues. Adjusted for demographics, diagnosis, and other clinical factors.

Analysis: Multivariate logistic regression models to predict 100% satisfaction ratings.

Personal Issues Domain: The strongest predictor of overall satisfaction and recommendation likelihood, with significant contributions from staff respect, safety, and privacy concerns.

Physical and Occupational Therapy: High courtesy and involvement in goal-setting were major factors driving satisfaction.

Nursing Care: Evening and night shifts had lower satisfaction scores compared to day shifts. Information provided and availability were key areas for improvement.

Doctor Interaction: Courtesy and the quality of information shared about treatment and discharge plans were important but had less impact compared to PT/OT and personal issues.

Personal Issues: A 5-point increase in satisfaction led to an 87% increase in overall patient satisfaction scores, 83% in overall rating, and 54% in recommendation likelihood.

PT: A 5-point increase resulted in a 43% improvement in overall satisfaction, 35% in overall rating, and 32% in recommendation likelihood.

Nursing Care: A 5-point increase led to a 26% increase in overall satisfaction, 25% in overall rating, and 13% in recommendation likelihood.

Areas for Improvement:

•Communication: Emphasize clear, compassionate communication from staff, particularly during admission and discharge.

•Pain Management: Ensure consistent and effective pain management strategies are in place.

•Discharge Education: Enhance the quality and clarity of discharge instructions, particularly regarding post-discharge care.

Limitations:

•Single Hospital Data: The study is limited to one hospital, potentially affecting the generalizability of results.

•Voluntary Participation: The reliance on voluntary survey responses may introduce bias.

•Omitted Variable Bias: Potential biases from unmeasured hospital organizational factors or timing of survey responses.

Future Directions:

•Survey Improvement: Increase the response rate for surveys to gain more representative as well as longitudinal data.

•Mixed-Methods Approach: Combine quantitative and qualitative research to gain deeper insights into patient expectations and experiences.