EP23EO Unit- or clinic-level patient satisfaction data (related to nursing care) outperform the mean or median of the national database used.
Provide 8 quarters of impatient, pediatric, and ambulatory/outpatient patient satisfaction data at the unit-or-clinic-level collected within the previous 30 months before documentation submission. Select and report for four of the nine categories listed below.
- Patient engagement/patient-centered care.
- Care coordination
- Safety
- Service recovery (may be ambulatory)
- Courtesy and respect
- Responsiveness
- Patient education
- Pain
- Careful listening
Note: Pediatric and ambulatory patient satisfaction data are required for organizations with these services in place
Ambulatory areas: Ambulatory data may be compared to internal goals and presented for each indicator until February 2016, if national benchmarks are not available. Starting April 2018: ambulatory data, compared to national benchmarks, must be presented.
Homestead Hospital utilized Press Ganey as the vendor for national benchmarking of unit-level nurse-sensitive patient satisfaction data. They provided a crosswalk, approved by ANCC in May 2014, of patient satisfaction survey questions that met the 9 areas for “patient satisfaction with nursing” and in accordance with the 2014 Magnet application guidelines. The chosen categories and the corresponding questions that will be presented are summarized below.
Category |
Inpatient |
ED and Pediatric ED |
Ambulatory Surgery |
Courtesy and Respect |
Friendliness/courtesy of nurses |
Nurses courtesy |
Friendliness of nurses |
Responsiveness |
Promptness response to call |
Nurses attention to needs |
Information about delays |
Patient Education |
Instructions care at home |
Instructions re: home care |
Information about home care |
Pain |
How well pain was controlled |
How well pain was controlled |
Degree to which pain was controlled |
1. Courtesy and Respect
Exhibit EP23EOa: Courtesy and Respect in 3 South and MS3, Medical-Surgical Units
Analysis: Above graph shows that 3 South has outperformed the benchmark in 6/8 quarters. MS3 was previously used as an overflow unit and has recently been reopened as a full-time unit in May 2014. Yet it has outperformed the benchmark in 6/8 quarters.
Exhibit EP23EOb: Courtesy and Respect in MS4 and MS5, Medical-Surgical Units
Analysis: Above graph depicts that MS4 has outperformed the benchmark in 7/8 quarters while MS5 has outperformed in 5/8 quarters.
Exhibit EP23EOc: Courtesy and Respect in Post Partum, Prenatal Services
Analysis: Above graph demonstrates that the Post Partum department has outperformed the benchmark in 8/8 quarters.
Exhibit EP23EOd: Courtesy and Respect in the Emergency Department (ED) and Pediatric ED, Emergency Services
Analysis: Above graph demonstrates that the ED has outperformed the benchmark in 4/8 quarters while the Pediatric ED has outperformed the benchmark in 7/8 quarters.
Exhibit EP23EOe: Courtesy and Respect in Ambulatory Surgery, Surgical Services
Analysis: Above graph depicts that the Ambulatory Surgery department has outperformed the benchmark in 7/8 quarters.
Table of Outperformance for Courtesy and Respect
Unit |
Outperformance |
3 South |
6/8 quarters |
MS3 |
6/8 quarters |
MS4 |
7/8 quarters |
MS5 |
5/8 quarters |
Post Partum |
8/8 quarters |
ED |
4/8 quarters |
Pediatric ED |
7/8 quarters |
Ambulatory Surgery |
7/8 quarters |
87.5% of reporting units have outperformed the benchmark. |
|
2. Responsiveness
Exhibit EP23EOf: Responsiveness in 3 South and MS3, Medical-Surgical Units
Analysis: Above graph demonstrates that 3 South has outperformed the benchmark in 8/8 quarters. MS3 was previously used as an overflow unit and has recently been reopened as a full-time unit in May 2014. Yet it has outperformed the benchmark in 6/8 quarters.
Exhibit EP23EOg: Responsiveness in MS4 and MS5, Medical-Surgical Units
Analysis: Above graph depicts that MS4 has outperformed the benchmark in 8/8 quarters while MS5 has outperformed in 8/8 quarters
Exhibit EP23EOh: Responsiveness in Post Partum, Perinatal Services
Analysis: Above graph shows that the Post Partum department has outperformed the benchmark in 8/8 quarters.
Exhibit EP23EOi: Responsiveness in the Emergency Department (ED) and Pediatric ED, Emergency Services
Analysis: Above graph demonstrates that the ED has outperformed the benchmark in 5/8 quarters while the Pediatric ED has outperformed the benchmark in 7/8 quarters.
Exhibit EP23EOj: Responsiveness in Ambulatory Surgery, Surgical Services
Analysis: Above graph depicts that the Ambulatory Surgery department has outperformed the benchmark in 8/8 quarters.
Table of Outperformance for Responsiveness
Unit |
Outperformance |
3 South |
8/8 quarters |
MS3 |
6/8 quarters |
MS4 |
8/8 quarters |
MS5 |
8/8 quarters |
Post Partum |
8/8 quarters |
ED |
5/8 quarters |
Pediatric ED |
7/8 quarters |
Ambulatory Surgery |
8/8 quarters |
100% of reporting units have outperformed the benchmark. |
|
3. Patient Education
Exhibit EP23EOk: Patient Education in 3 South and MS3, Medical-Surgical Units
Analysis: Above graph demonstrates that 3 South has outperformed the benchmark in 6/8 quarters. MS3 was previously used as an overflow unit and has recently been reopened as a full-time unit in May 2014. Yet it has outperformed the benchmark in 6/8 quarters.
Exhibit EP23EOl: Patient Education in MS4 and MS5, Medical-Surgical Units
Analysis: Above graph depicts that MS4 has outperformed the benchmark in 7/8 quarters while MS5 has outperformed in 4/8 quarters.
Exhibit EP23EOm: Patient Education in Post Partum, Perinatal Services
Analysis: Above graph demonstrates that the Post Partum department has outperformed the benchmark in 8/8 quarters.
Exhibit EP23EOn: Patient Education in the Emergency Department (ED) and Pediatric ED, Emergency Services
Analysis: Above graph demonstrates that the ED has outperformed the benchmark in 4/8 quarters while the Pediatric ED has outperformed the benchmark in 7/8 quarters.
Exhibit EP23EOo: Patient Education in Ambulatory Surgery, Surgical Services
Analysis: Above graph depicts that the Ambulatory Surgery department has outperformed the benchmark in 8/8 quarters.
Table of Outperformance for Patient Education
Unit |
Outperformance |
3 South |
6/8 quarters |
MS3 |
6/8 quarters |
MS4 |
7/8 quarters |
MS5 |
4/8 quarters |
Post Partum |
8/8 quarters |
ED |
4/8 quarters |
Pediatric ED |
7/8 quarters |
Ambulatory Surgery |
8/8 quarters |
75% of reporting units have outperformed the benchmark. |
|
4. Pain
Exhibit EP23EOp: Pain in 3 South and MS3, Medical-Surgical Units
Analysis: Above graph demonstrates that 3 South has outperformed the benchmark in 7/8 quarters. MS3 was previously used as an overflow unit and has recently been reopened as a full-time unit in May 2014. Yet it has outperformed the benchmark in 8/8 quarters.
Exhibit EP23EOq: Patient in MS4 and MS5, Medical-Surgical Units
Analysis: Above graph depicts that MS4 has outperformed the benchmark in 7/8 quarters while MS5 has outperformed the benchmark in 7/8 quarters.
Exhibit EP23EOr: Pain in Post Partum, Perinatal Services
Analysis: Above graph demonstrates that the Post Partum department has outperformed the benchmark in 7/8 quarters.
Exhibit EP23EOs: Pain in the Emergency Department (ED) and Pediatric ED, Emergency Services
Analysis: Above graph demonstrates that the ED has outperformed the benchmark in 8/8 quarters while the Pediatric ED has outperformed the benchmark in 8/8 quarters.
Exhibit EP23EOt: Pain in Ambulatory Surgery, Surgical Services
Analysis: Above graph depicts that the Ambulatory Surgery department has outperformed the benchmark in 6/8 quarters.
Table of Outperformance for Pain
Unit |
Outperformance |
3 South |
7/8 quarters |
MS3 |
8/8 quarters |
MS4 |
7/8 quarters |
MS5 |
7/8 quarters |
Post Partum |
7/8 quarters |
ED |
8/8 quarters |
Pediatric ED |
8/8 quarters |
Ambulatory Surgery |
6/8 quarters |
100% of reporting units have outperformed the benchmark. |
|
Summary
Table of Hospital-Wide Outperformance
Category |
Number of Reporting Units Outperforming |
Courtesy and Respect |
7/8 (87.5 %) |
Responsiveness |
8/8 (100%) |
Patient Education |
6/8 (75%) |
Pain |
8/8 (100%) |