Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 1

Analysis of the Davis Memorial Hospital

Inpatient Satisfaction Survey

Brenda Bauer, Beth Bond, Nathaniel Bonnell, Julie Fleming, and Margaret Knight

October 19, 2005

West Virginia University

Group Project Presentation:

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 2

Overview

Purpose of the Study:

To determine the most significant predictors for overall inpatient satisfaction at Davis Memorial Hospital

Survey Tool:

A 56 item survey with a four-point satisfaction scale from 1-4

Statistical Analysis Performed:

Factor Analysis and Multiple Regression using SPSS software

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 3

Motivation

Strategic goal is to achieve an overall inpatient satisfaction rating of “excellent” for 80% of respondents

Satisfaction survey was revised and implemented 6/05

Davis Memorial Hospital has not evaluated the statistical significance of the 52 independent variables and their effect on the four dependent variables

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 4

77.5% of inpatient satisfaction is explained by six components:

Findings

Courtesy and communication of clinical staff

Housekeeping performance

Attention to patient needs

Staff professionalism for ancillary services

Temperature and noise control

Equipment function in the room

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 5

Design & Methodology…

344 Inpatient Surveys

Factor Analysis

Multiple Regression

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 6

Statistical Analysis: Scree Plot

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 7

Statistical Analysis: Factor Loading

Component

1 2 3 4 5 6 7 8

VAR00003

.218 .185 .223 .167 .689 .125 .100 .014

VAR00004

.483 .328 .163 .184 .629 .006 .172 -.031

VAR00005

.299 .376 .256 .090 .635 .300 .052 .057

VAR00006

.259 -.055 .160 .333 .703 .040 .053 .252

VAR00007

.395 .417 .134 .256 .646 .148 .022 .130

VAR00008

.163 .270 .247 .059 .125 .812 .207 .059

VAR00009

.365 .359 .249 .124 .273 .552 .195 .165

VAR00010

.037 .254 .191 .124 .384 .328 .652 -.058

VAR00011

.306 .135 .039 .278 .036 .089 .713 .372

VAR00012

.093 .279 .167 .152 .137 .122 .138 .783

VAR00013

.293 .461 .166 .317 .016 .366 .241 .043

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 8

Statistical Analysis: Defining the Components

Component One: Courtesy and communication of clinical staff

Component Two: Staff professionalism for ancillary services

Component Three: Attention to patient needs

Component Four: Physician interactions

Component Five: Prompt admission process

Component Six: Housekeeper performance

Component Seven: Temperature and noise control

Component Eight: Room equipment function

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 9

Statistical Analysis: Multiple Regression

Coefficientsa

-.019 .125 -.154 .878

.487 .057 .467 8.549 .000

.133 .046 .115 2.901 .004

.115 .040 .133 2.888 .004

-.013 .022 -.018 -.575 .566

-.031 .028 -.037 -1.095 .274

.235 .035 .254 6.747 .000

.037 .011 .096 3.400 .001

.060 .029 .067 2.059 .040

(Constant)

One

Two

Three

Four

Five

Six

Seven

Eight

Model1

B Std. Error

UnstandardizedCoefficients

Beta

StandardizedCoefficients

t Sig.

Dependent Variable: Overalla.

Elkins Group 2

Bauer, Bond, Bonnell, Fleming, Knight10/19/2005 10

77.5% of inpatient satisfaction is explained by six components:

Conclusions

Courtesy and communication of clinical staff

Housekeeping performance

Attention to patient needs

Staff professionalism for ancillary services

Temperature and noise control

Equipment function in the room