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A Multifaceted Approach to Improve Physician Communication Scores

机译：改善医生通信分数的多方面方法

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摘要

Improving patient satisfaction scores has become a key focus of health-care organizations nationwide but can be a struggle for community hospitals with constrained resources, and particularly challenging for hospitalist programs due to provider variance and turnover. Using the framework of appreciative inquiry, we implemented a multipronged intervention including a rounding model whereby hospitalist leaders rounded on patients and relayed commentary back to their hospitalist providers. We communicated positive feedback preferentially over negative feedback to the entire hospitalist group through regular communication. Providers were encouraged to employ best practices including sitting with the patient, reviewing recommendations using teach back, and providing business cards. Scores improved in the physician communication category by approximately 1% annually from fiscal year 2015 through 2018, with our percentile rank improving 35 percentile points during that time. These findings indicate that a multifaceted approach including best practices is associated with improved patient experience regarding communication with physicians.
机译：提高患者满意度分数已成为全国卫生保健组织的关键重点，但由于提供商方差和营业额，社区医院的社区医院可以成为社区医院的斗争。利用欣赏框架框架，我们实施了一个多荣干预，包括一个舍入模式，由此围绕患者围绕的病院领导人并将评论转回医院提供者。我们通过定期沟通优先通过对整个医院组的负面反馈进行积极反馈。鼓励提供者采用最佳做法，包括与患者携带患者，审查使用教学背部和提供名片的建议。在2015年至2018年度，在2015年至2018年度，在医生通信类别中的分数提高了大约1％，我们的百分位数在此期间提高了35个百分点。这些发现表明，包括最佳实践的多方面方法与有关与医生沟通的改善的患者体验有关。

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