Leveraging information technology to drive improvement in patient satisfaction.
A healthcare organization's commitment to quality and the patient experience requires senior leader involvement in improvement strategies, and accountability for goals. Further, improvement strategies are most effective when driven by data, and in the world of patient satisfaction, evidence is growing that nurse leader rounding and discharge calls are strategic tactics that can improve patient satisfaction. This article describes how The Ohio State University Medical Center (OSUMC) leveraged health information technology (IT) to apply a data-driven strategy execution to improve the patient experience. Specifically, two IT-driven approaches were used: (1) business intelligence reporting tools were used to create a meaningful reporting system including dashboards, scorecards, and tracking reports and (2) an improvement plan was implemented that focused on two high-impact tactics and data to hardwire accountability. Targeted information from the IT systems enabled clinicians and administrators to execute these strategic tactics, and senior leaders to monitor achievement of strategic goals. As a result, OSUMC's inpatient satisfaction scores on the Hospital Consumer Assessment of Healthcare Providers and Systems survey improved from 56% nines and tens in 2006 to 71% in 2009.
Nash
Mary
M
Health Sciences, Ohio State University Health System, OH, USA.
Pestrue
Justin
J
Geier
Peter
P
Sharp
Karen
K
Helder
Amy
A
McAlearney
Ann Scheck
AS
D000046:Academic Medical Centers; D006801:Humans; D033181:Information Dissemination / Q000379:methods; D008491:Medical Informatics Applications; D009820:Ohio; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care