Open Access Open Access  Restricted Access Subscription Access

Assessing the impact of a benchmark workshop on quality of care as perceived by patients

Christoph Kowalski, William Yeaton, Holger Pfaff

Abstract


Rationale, aims and objectives: Though the ultimate goal of patient surveys is to improve patient care, few studies have systematically examined whether other feedback modes in addition to written reports can spur improvement in subsequent patients. We investigate whether staff participation in benchmark workshops leads to improved results during the next survey period.

Method: Standardized patient surveys with consecutive samples were administered in all accredited breast care center hospitals in a German state (18 million inhabitants). After the 2009 survey results were distributed to breast care centers, participation at a benchmark workshop was offered to employees from all hospitals that participated in the survey at the beginning of the 2010 survey period. The workshop focused on 3 topics. Multiple linear regression analyses were applied.

Results: Participation in workshops was positively and statistically significantly associated with improvement in survey results the following year for the dimension “support by nurses” and positively associated with both of the other 2 dimensions.

Conclusion: If breast center hospitals participate in benchmark workshops, care of quality as perceived by patients is likely to improve and will actively contribute to the person-centeredness of clinical services.

Keywords


Benchmark workshop, patient survey, person-centered healthcare, quality of care, regression point displacement design

Full Text:

PDF

References


Davies, E. & Cleary, P.D. (2005). Hearing the patient's voice? Factors affecting the use of patient survey data in quality improvement. Quality and Safety in Health Care 14 (6) 428-432.

Riiskjær, E., Ammentorp, J., Nielsen, J.F. & Kofoed, P-E. (2010). Patient surveys - A key to organizational change? Patient Education and Counseling 78 (3) 394-401.

Boyer, L., Francois, P., Doutre, E., Weil, G. & Labarere, J. (2006). Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital International. Journal for Quality in Health Care 18 (5) 359-364.

Greenhalgh, J. & Meadows, K. (1999). The effectiveness of the use of patient-based measures of health in routine practice in improving the process and outcomes of patient care: a literature review. Journal of Evaluation in Clinical Practice 5 (4) 401-416.

Hearnshaw, H., Baker, R., Cooper, A., Eccles, M. & Soper, J. (1996). The costs and benefits of asking patients for their opinions about general practice. Family Practice 13 (1) 52-58.

Reeves, R. & Seccombe, I. (2008). Do patient surveys work? The influence of a national survey programme on local quality-improvement initiatives. Quality and Safety in Health Care 17 (6) 437-441.

Draper, M., Cohen, P. & Buchan, H. (2001). Seeking consumer views: what use are results of hospital patient satisfaction surveys? International Journal for Quality in Health Care 13 (6) 463-468.

Dillman, D.A. (1978). Mail and Telephone Surveys: The Total Design Method. New York: Wiley & Sons.

Pfaff, H. (2003). Der Kölner Patientenfragebogen: Theoretischer Rahmen, Konstrukte und Messinstrumente. In Der Kölner Patientenfragebogen (KPF): Entwicklung und Validierung eines Fragebogens zur Erfassung der Einbindung des Patienten als Kotherapeuten H. Pfaff, D.C. Freise, G. Mager & M. Schrappe eds.), pp.7-27. Sankt Augustin: Asgard-Verlag

Steffen, P., Ommen, O. & Pfaff, H. (2009). Reduced patient demands in hospitals and their determinants. International Journal of Public Health 54 (1) 11-22.

Kowalski, C., Würstlein, R., Steffen, P., Harbeck, N. & Pfaff, H. (2011). Vier Jahre Patientinnenbefragung im Rahmen der (Re-)Zertifizierung der Brustzentren in Nordrhein-Westfalen. Geburtshilfe und Frauenheilkunde 71, 67-72.

Davoll, S., Kowalski, C., Kuhr, K., Ommen, O., Ernstmann, N. & Pfaff, H. (2012). "Tendency to excuse" and patient satisfaction of those suffering with breast cancer. International Journal of Public Health DOI: 10.1007/s00038-012-0405-6.

Trochim, W.M.K. & Campbell, D.T. (2011). The Regression Point Displacement Design for Evaluating Community-Based Pilot Programs and Demonstration Projects. Retrieved November 22nd, 2012, from http://www.socialresearchmethods.net/research/RPD/RPD.pdf.

Linden, A., Trochim, W.M. & Adams, J.L. (2006). Evaluating program effectiveness using the regression point displacement design. Evaluation & the Health Professions 29 (4) 407-423.

YouGov. (2005). The patient experience. London: The Health Foundation.

Longo, D.R., Land, G., Schramm, W., Fraas, J., Hoskins, B. & Howell, V. (1997). Consumer reports in health care: do they make a difference in patient care? Journal of the American Medical Association 278 (19) 1579-1584.

Jorde, R. & Nordøy, A. (1999). Improvement in clinical work through feedback: intervention study. British Medical Journal 318, 1738-1739.

Vingerhoets, E., Wensing, M. & Grol, R. (2001). Feedback of patients' evaluations of general practice care: a randomised trial. Quality in Health Care 10 (4) 224-228.

Jamtvedt, G., Young, J.M., Kristoffersen, D.T., Thomson O'Brien, M.A. & Oxman, A.D. (2003). Audit and feedback: effects on professional practice and health care outcomes .Cochrane Database of Systematic Reviews 3, CD000259.

Riiskjaer, E., Ammentorp, J. & Kofoed, P.E. (2010). [Can patient satisfaction change over time?] Ugeskrift for Laeger 172 (26) 1967-1971.

Wensing, M., Vingerhoets, E. & Grol, R. (2003). Feedback based on patient evaluations: A tool for quality improvement? Patient Education and Counseling 51 (2) 149-153.

DuPree, E., Martin, L., Anderson, R., Kathuria, N., Reich, D., Porter, C. & Chassin, M.R. (2009). Improving patient satisfaction with pain management using Six Sigma tools. Joint Commission Journal on Quality and Patient Safety 35 (7) 343-350.

Raleigh, V.S., Hussey, D., Seccombe, I. & Qi, R. (2009). Do associations between staff and inpatient feedback have the potential for improving patient experience? An analysis of surveys in NHS acute trusts in England. Quality and Safety in Health Care 18 (5) 347-354.

Yeaton, W.H. & Sechrest, L. (1981). Critical dimensions in the choice and maintenance of successful treatments: strength, integrity, and effectiveness. Journal of Consulting and Clinical Psychology 49 (2) 156-167.

Riiskjaer, E., Ammentorp, J., Nielsen, J.F. & Kofoed, P.E. (2011) Semi-customizing patient surveys: linking results and organizational conditions. International Journal for Quality in Health Care 23 (3) 284-291.




DOI: http://dx.doi.org/10.5750/ejpch.v1i2.686

Refbacks

  • There are currently no refbacks.