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• UCCisafederallyqualifiedhealthcenter(FQHC)locatedonZSFGHcampus.
• 20,000annualadultpatientvisits• Walk-insare80%ofpatientvisits• Safetynetforunderservedpatients• 2012LeanManagementSystemimplemented• 2013Nostandardizedwayofmeasuringand
reportingpatientsatisfactionmetrics• 2014Implementationofstandardizedsurvey
toolandutilizevolunteeradministrators• 20143of25questionsscored4.5orabove• 2015Waitingexperienceidentifiedasgreatest
improvementopportunity• 2015Obtainedlargestsamplesizen=831
Background
ProjectGoal(s)
PatientSatisfactionSurveyImplementationandSustainmentZuckerbergSanFranciscoGeneralHospital
UrgentCareClinic(UCC)RicardoBallin,RN,DNP,CNML1222HesterAvenueSanJoseCa
ProjectTimeline
• 2014:DNPprojectwasimplementationofastandardizedPatientSatisfactionsurveycollectionandreportingmethodinUCC
• 2014:64surveyscollectedin4thquarterandusedinDNPproject
• 2015:Projectexpandedusingstandardizedsurveyadministrationtrainingvideo
• 2015:Surveysamplesizehighestat831• 2016-2017:Receivedhighestsurveyratings• 2014-2017:Projectsustainedwith1,487total
English&Spanishsurveyscollected• 2018:ProjectselectedforDNPNational
Conferencedigitalposter
NextSteps
SurveyData
• Empowerpatientstoprovidesurveyfeedback• Developasustainablepatientsatisfaction
surveywithstandardizedmethodology• Establishbaselinedatatoidentifybenchmarks
andtracktrends• Communicateandcelebratesurveydatato
drivecontinuousimprovements
PEOPLE
• ServiceExcellence• ClinicalQuality• Professional&AcademicExcellence• Safety&Accountability• EnhancingWellness
SYSTEMS • EfficientManagement• Integration&Coordination TECHNOLOGY
• Develop&ExpandInformationTechnology• MovingBeyond“Implementation”TowardsAdoptionofEpic
ZuckerbergSanFranciscoGeneralHospitalStrategicPlan
TransformingHealthCareby2020
• Surveytranslationinmultiplelanguages• Developelectronicautomatedversionofsurvey• Trialsurveyinothersettingswithsimilarpopulations• Sharejourneyfromimplementationtosustainment• ApplyDNPprojectframeworktodifferenthealthcareproblems
StandardizedSurveyTool
2014-2017
• Accessscoresimproved4.0-4.6• Waitingexperienceimproved3.8-4.4
• Overallexperiencebetweenallstaff&patientimproved4.4-4.8
• LikelihoodofreferringtoUCCimproved4.3-4.7
• 201718of25questionsscored4.5orabove
LessonsLearned
• Utilizingastandardizedsurveytoolandsurveyadministrationprocessproducesconsistentsustainablemetrics
• Patientfeedbackisadriverforcontinuousimprovement
• Communicatingsurveyresultstostakeholdersandfront-linestaffiskeytosustainingprojectvalue
• Volunteersarevaluablepartnerswithfront-linedatacollection
DataAnalysis
1
Today’sDate: _____________ TimeofSurveyCompletion: _____________ Wewouldliketoknowhowyoufeelabouttheservicesweprovidesowecanmakesurewearemeetingyourneeds.Yourresponsesaredirectlyresponsibleforimprovingtheseservices.Allresponseswillbekeptconfidentialandanonymous.Thankyouforyourtime.AgeGroup: 18to24____ YourRace/Ethnicity: ___Asian 25to44____ ___PacificIslander 45to64____ ___Black/AfricanAmericanOver64____ ___AmericanIndian/AlaskaNative ___White(NotHispanicorLatino) ___HispanicorLatino(AllRaces)YourGender: Male____Female____ ___Unknown
Pleasecirclehowwellyouthinkwearedoinginthefollowingareas:GREAT
5
GOOD
4
OK
3
FAIR
2
POOR
1
EaseofGettingCare
Abilitytogetintobeseen 5 4 3 2 1
HoursCenterisopen 5 4 3 2 1
ConvenienceofCenter’slocation 5 4 3 2 1
Promptreturnoncalls 5 4 3 2 1
FrontOfficeClerks
Friendlyandhelpfultoyou 5 4 3 2 1
Abletoansweryourquestions 5 4 3 2 1
Payment
Whatyoupay 5 4 3 2 1
Explanationofcharges 5 4 3 2 1
Collectionofpayment/money 5 4 3 2 1
Waiting
Timeinwaitingroom 5 4 3 2 1
Timeinexamroom 5 4 3 2 1
Waitingforteststobeperformed 5 4 3 2 1
Waitingfortestresults 5 4 3 2 1
Patient Satisfaction Survey, Supported by funds from the Bureau of Primary Health Care
Urgent Care Center (UCC) Patient Satisfaction Survey
Continue on back…
1
PleasecirclethenumberforhowwellyouthinkwearedoinginthefollowingareasGREAT
5
GOOD
4
OK
3
FAIR
2
POOR
1
Facility
Neatandcleanbuilding 5 4 3 2 1
Easeoffindingwheretogo 5 4 3 2 1
ComfortandSafetywhilewaiting 5 4 3 2 1
Staff
Provider:(Physician,PhysicianAssistant,NursePractitioner)
Listenstoyou 5 4 3 2 1
Takesenoughtimewithyou 5 4 3 2 1
Explainswhatyouwanttoknow 5 4 3 2 1
Givesyougoodadviceandtreatment 5 4 3 2 1NursesandMedicalAssistants:
Friendlyandhelpfultoyou 5 4 3 2 1
Answersyourquestions 5 4 3 2 1
Confidentiality
FacilityPrivacy 5 4 3 2 1
Keepingmypersonalinformationprivate 5 4 3 2 1
Overall
Likelihoodofreferringyourfriendsandrelativestous: 5 4 3 2 1
HowsatisfiedwereyouwithyourexperienceatUCC 5 4 3 2 1Doyouconsiderthiscenteryourregularsourceofcare? Yes_____ No_____WhatdoyoulikeBESTaboutourUrgentCareCenter?__________________________________________________________________________________________
__________________________________________________________________________________________
WhatdoyoulikeLEASTaboutourUrgentCareCenter?__________________________________________________________________________________________
__________________________________________________________________________________________
Suggestionforimprovement?
__________________________________________________________________________________________
__________________________________________________________________________________________
ThankyousomuchforcompletingourSurvey!
Patient Satisfaction Survey, Supported by funds from the Bureau of Primary Health Care