title: Improving patient satisfaction with pain management using Six Sigma tools.
abstract: BACKGROUND
  Patient satisfaction as a direct and public measure of quality of care is changing the way hospitals address quality improvement. The feasibility of using the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology to improve patient satisfaction as it relates to pain management was evaluated.
  
  
  METHODS
  This project used the DMAIC methodology to improve patients' overall satisfaction with pain management on two inpatient units in an urban academic medical center. Pre- and postintervention patient surveys were conducted. The DMAIC methodology provided a data-driven structure to determine the optimal improvement strategies, as well as a long-term plan for maintaining any improvements. In addition, the Change Acceleration Process (CAP) was used throughout the project's various DMAIC stages to further the work of the team by creating a shared need to meet the objectives of the project.
  
  
  RESULTS
  Overall satisfaction with pain management "excellent" ratings increased from 37% to 54%. Both units surpassed the goal of at least 50% of responses in the "excellent" category. Several key drivers of satisfaction with pain management were uncovered in the Analyze phase of the project, and each saw rating increases from the pre-intervention to postintervention surveys. Ongoing monitoring by the hospital inpatient satisfaction survey showed that the pain satisfaction score improved in subsequent quarters as compared with the pre-intervention period.
  
  
  CONCLUSIONS
  The Six Sigma DMAIC methodology can be used successfully to improve patient satisfaction. The project led to measurable improvements in patient satisfaction with pain management, which have endured past the duration of the Six Sigma project. The Control phase of DMAIC allows the improvements to be incorporated into daily operations.
authors.affiliation: Department of Obstetrics, Gynecology & Reproductive Science, The Mount Sinai Medical Center, New York City, USA. Erin.DuPree@mountsinai.org
authors.forename: Erin
authors.initials: E
authors.lastname: DuPree
authors.forename: Lisa
authors.initials: L
authors.lastname: Martin
authors.forename: Rebecca
authors.initials: R
authors.lastname: Anderson
authors.forename: Navneet
authors.initials: N
authors.lastname: Kathuria
authors.forename: David
authors.initials: D
authors.lastname: Reich
authors.forename: Carol
authors.initials: C
authors.lastname: Porter
authors.forename: Mark R
authors.initials: MR
authors.lastname: Chassin
mesh_terms: D000046:Academic Medical Centers; D006284:Health Plan Implementation / Q000379:methods; D006801:Humans; D007324:Institutional Management Teams; D009519:New York City; D059408:Pain Management; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care / Q000379:methods*