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Using Teach-Back Guided Patient Education to Improve Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Scores.

机译：使用“教学后背指导患者教育”来改善医疗保健提供者和系统（HCAHPS）分数的医院消费者评估。

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摘要

Ineffective communication practices, including patient education and discharge planning, that fail to inform patients in clear terms, do not adequately satisfy patient expectations. Recent changes that affect provider reimbursement have largely been the impetus for greater emphasis on identifying best practices for efficient communication. The benchmark patient satisfaction survey, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), uses seven distinct composite areas, including satisfactory nurse-patient communication, to make fair comparisons about performance from the patients' perspective. The purpose of this project was to measure the impact of nurse-patient communication on patient satisfaction as evidenced by HCAHPS scores. This quality improvement project (regarding this educational intervention) used a convenience sample of 21 staff registered nurses (RN) on an immediate care unit (IMCU). Slide style presentations were performed using standard Microsoft PowerPoint (PPT). Each participant completed a 15--20 minute PPT presentation led by the principal investigator (PI) on the intervention of teach-back (TB) as well as pre- and post-testing. TB was later used by staff RNs for patient education specific to discharge planning and new medications. Select HCAHPS items specific to nurse-patient communication were subsequently used to measure changes in patient satisfaction. The PI-led training sessions were TB refresher sessions for this group who had completed employer-mandated TB training 6 months earlier. TB training was found to yield significant improvements in staff RN knowledge in post-testing (Z = 3.044; p = .002) and (remediation) post-testing (t(20) = 6.92; p < .002).;Resulting HCAHPS scores did demonstrate a trend of improvements; however, these findings were not statistically significant. Similar findings of improved HCAHPS scores were noted following mandated training; these results were also not significant. The use of TB training alone is not sufficient to remedy problems related to patient satisfaction regarding nurse-patient communication. Combining TB with better developed patient education practices must be used to efficiently address patient satisfaction. Examples of better developed patient education practices include input from pharmacy, simply printed medication materials listing indications and side effects, and bedside rounding that includes the patient feedback. Recommendations for future research should include how mixed and more robust patient education practices influence patient satisfaction.
机译：无效的沟通方式，包括患者教育和出院计划，未能以清晰的方式告知患者，不能充分满足患者的期望。影响供应商报销的最新变化很大程度上是促使人们更加重视确定有效沟通的最佳实践的动力。基准患者满意度调查是“医疗服务提供商和系统的医院消费者评估”（HCAHPS），它使用七个截然不同的领域，包括令人满意的护患沟通，从患者的角度对表现进行了公平的比较。该项目的目的是通过HCAHPS评分来衡量护士与患者沟通对患者满意度的影响。这个质量改进项目（关于这种教育干预）使用了一个方便样本，该样本是由21名职员组成的即时护理单位（IMCU）的注册护士（RN）。幻灯片样式的演示文稿是使用标准的Microsoft PowerPoint（PPT）执行的。每位参与者完成了由首席研究员（PI）领导的15--20分钟的PPT演示，内容涉及回授（TB）的干预以及预测试和后测试。结核病后来由职员RN用来针对出院计划和新药物进行患者教育。随后使用特定于医患沟通的HCAHPS项目来衡量患者满意度的变化。由PI领导的培训课程是该小组的TB复习课程，他们在6个月前完成了雇主要求的TB培训。结核病培训被发现可以显着改善工作人员的RN知识，包括后测（Z = 3.044; p = .002）和（补救）后测（t（20）= 6.92; p <.002）。分数确实显示出改善的趋势；但是，这些发现在统计上并不显着。在进行强制性培训后，发现了HCAHPS分数提高的类似发现；这些结果也不显着。仅使用结核病培训不足以纠正与护士与患者沟通有关的患者满意度有关的问题。必须将结核病与更好的患者教育实践相结合，以有效地提高患者满意度。更好地开展患者教育实践的例子包括：药房的信息输入，简单打印的药物治疗材料，其中列出了适应症和副作用，以及包括患者反馈的床边取舍。对未来研究的建议应包括混合和更完善的患者教育实践如何影响患者满意度。

著录项

  • 作者

    Durden, Heidi.;

  • 作者单位

    Georgetown University.;

  • 授予单位 Georgetown University.;
  • 学科 Nursing.;Public health.;Health care management.
  • 学位 D.N.P.
  • 年度 2018
  • 页码 89 p.
  • 总页数 89
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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