title: Real-time patient experience surveys of hospitalized medical patients.
abstract: BACKGROUND
  Real-time feedback about patients' perceptions of the quality of the care they are receiving could provide physicians the opportunity to address concerns and improve these perceptions as they occur, but physicians rarely if ever receive feedback from patients in real time.
  
  
  OBJECTIVE
  To evaluate if real-time patient feedback to physicians improves patient experience.
  
  
  METHODS
  Prospective, randomized, quality-improvement initiative.
  
  
  METHODS
  University-affiliated, public safety net hospital.
  
  
  METHODS
  Patients and hospitalist physicians on general internal medicine units.
  
  
  METHODS
  Real-time daily patient feedback to providers along with provider coaching and revisits of patients not reporting optimal satisfaction with their care.
  
  
  METHODS
  Patient experience scores on 3 provider-specific questions from daily surveys on all patients and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores and percentiles on randomly selected patients.
  
  
  RESULTS
  Changes in HCAHPS percentile ranks were substantial (communication from doctors: 60th percentile versus 39th, courtesy and respect of doctors: 88th percentile versus 23rd, doctors listening carefully to patients: 95th percentile versus 57th, and overall hospital rating: 87th percentile versus 6th (P = 0.02 for overall differences in percentiles), but we found no statistically significant difference in the top box proportions for the daily surveys or the HCAHPS survey. The median [interquartile range] top box score for the overall hospital rating question on the HCAHPS survey was higher in the intervention group than in the control group (10 [9, 10] vs 9 [8, 10], P = 0.04).
  
  
  CONCLUSIONS
  Real-time feedback, followed by coaching and patient revisits, seem to improve patient experience.
authors.affiliation: Division of Hospital Medicine, Denver Health, Denver, Colorado.|Department of Medicine, Denver Health, Denver, Colorado.|University of Colorado School of Medicine, Aurora, CO.
authors.forename: Kimberly
authors.initials: K
authors.lastname: Indovina
authors.affiliation: Department of Medicine, Denver Health, Denver, Colorado.
authors.forename: Angela
authors.initials: A
authors.lastname: Keniston
authors.affiliation: Division of Hospital Medicine, Denver Health, Denver, Colorado.|Department of Medicine, Denver Health, Denver, Colorado.|University of Colorado School of Medicine, Aurora, CO.
authors.forename: Mark
authors.initials: M
authors.lastname: Reid
authors.affiliation: Division of Hospital Medicine, Denver Health, Denver, Colorado.|Department of Medicine, Denver Health, Denver, Colorado.|University of Colorado School of Medicine, Aurora, CO.
authors.forename: Katherine
authors.initials: K
authors.lastname: Sachs
authors.affiliation: Division of Hospital Medicine, Denver Health, Denver, Colorado.|Department of Medicine, Denver Health, Denver, Colorado.|University of Colorado School of Medicine, Aurora, CO.
authors.forename: Chi
authors.initials: C
authors.lastname: Zheng
authors.affiliation: Rocky Mountain Poison and Drug Center, Denver, Colorado.
authors.forename: Angie
authors.initials: A
authors.lastname: Tong
authors.affiliation: University of Colorado, Auraria Campus, Denver, Colorado.
authors.forename: Danny
authors.initials: D
authors.lastname: Hernandez
authors.affiliation: University of Colorado, Auraria Campus, Denver, Colorado.
authors.forename: Kathy
authors.initials: K
authors.lastname: Bui
authors.affiliation: University of Colorado, Auraria Campus, Denver, Colorado.
authors.forename: Zeinab
authors.initials: Z
authors.lastname: Ali
authors.affiliation: University of Colorado, Auraria Campus, Denver, Colorado.
authors.forename: Thao
authors.initials: T
authors.lastname: Nguyen
authors.affiliation: University of Colorado, Auraria Campus, Denver, Colorado.
authors.forename: Helpees
authors.initials: H
authors.lastname: Guirguis
authors.affiliation: University of Colorado School of Medicine, Aurora, CO.
authors.forename: Richard K
authors.initials: RK
authors.lastname: Albert
authors.affiliation: Division of Hospital Medicine, Denver Health, Denver, Colorado.|Department of Medicine, Denver Health, Denver, Colorado.|University of Colorado School of Medicine, Aurora, CO.
authors.forename: Marisha
authors.initials: M
authors.lastname: Burden
mesh_terms: D000328:Adult; D000368:Aged; D005260:Female; D019538:Health Care Surveys / Q000379:methods*; D020445:Hospitalists / Q000592:standards; D006760:Hospitalization; D006801:Humans; D007388:Internal Medicine / Q000379:methods* / Q000592:standards; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011446:Prospective Studies; D011787:Quality of Health Care / Q000592:standards; D013997:Time Factors