Inpatient heart failure treatment from the patient's perspective.
OBJECTIVE
The objective of this study was 2-fold: (1) to identify particular opportunities for improvement in patient-centered care of heart failure patients and (2) to suggest strategies for service quality improvement focusing on those areas.


METHODS
A national cross-sectional sample of survey data from diagnostic-related group 127 patients was collected between December 1, 2001, and November 30, 2003. Data were split into two 12-month samples to compare results over time. The 2002 sample included 5224 patients treated at 220 hospitals; the 2003 sample included 6531 patients treated at 269 hospitals.


METHODS
A standardized mail-out/mail-back methodology was used to collect data from random samples of patients within 5 days of discharge.


RESULTS
For both samples, the ranking of service issues was highly similar, with the same 4 areas emerging as the foremost priorities: patient involvement in decision making, staff response to concerns voiced during the hospital stay, staff sensitivity to the inconvenience of heart failure and hospitalization, and emotional/spiritual support. Improvement in these 4 service areas should be associated with the greatest increases in patient satisfaction and quality of care for heart failure patients.


CONCLUSIONS
Adequately addressing these patient needs should increase patient satisfaction and quality of care for heart failure patients.
Gesell
Sabina B
SB
Department of Research and Development, Press Ganey Associates, Inc, South Bend, Ind 46601, USA. sgesell@pressganey.com
Clark
Paul Alexander
PA
Williams
Aimee
A
D000293:Adolescent; D000328:Adult; D000368:Aged; D002648:Child; D002675:Child, Preschool; D003430:Cross-Sectional Studies; D003657:Decision Making; D005260:Female; D006302:Health Services Research; D006333:Heart Failure / Q000188:drug therapy* / Q000523:psychology; D006801:Humans; D007223:Infant; D007231:Infant, Newborn; D007297:Inpatients / Q000523:psychology*; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010564:Personnel, Hospital / Q000523:psychology; D011369:Professional-Patient Relations; D011787:Quality of Health Care