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USING SURROGATE MEASURES TO PREDICT PATIENT SATISFACTION IN THE EMERGENCY DEPARTMENT
Title
USING SURROGATE MEASURES TO PREDICT PATIENT SATISFACTION IN THE EMERGENCY DEPARTMENT.
Creator
Egri, Erica, Malone, Linda, University of Central Florida
Abstract / Description
With healthcare organizations struggling to remain competitive and financially stable in a market where minimizing costs is a priority, hospital administrators feel the sense of urgency when it comes to keeping patients satisfied with services in order to expand volume and market share. The Emergency Department is considered the front door of a healthcare organization, and keeping its visitors satisfied in order to guarantee a future visit or a referral to a friend or family member is a must....
Show moreWith healthcare organizations struggling to remain competitive and financially stable in a market where minimizing costs is a priority, hospital administrators feel the sense of urgency when it comes to keeping patients satisfied with services in order to expand volume and market share. The Emergency Department is considered the front door of a healthcare organization, and keeping its visitors satisfied in order to guarantee a future visit or a referral to a friend or family member is a must. While patient input on the services received in a healthcare facility is essential to improving quality of care, the costs associated with measuring, collecting and analyzing their feedback are remarkable. This research focuses on developing a linear regression model to predict patient satisfaction in the ED using surrogate measures related to patient's socio-demographic characteristics and visit characteristics. With a model of this kind, healthcare administrators can potentially eliminate survey costs while still being able to determine where the hospital stands in the eyes of the patient. Three modeling approaches were used to develop a multiple regression equation. Modeling approach 1 used monthly patient satisfaction scores as the dependent variable collected by a third-party survey organization. The goal of this model was to predict monthly patient satisfaction scores. Modeling approach 2 used patient satisfaction scores collected by the discharge registrar prior to the patient leaving the ED. The goal of this model was to predict patient satisfaction scores on a patient-by-patient basis. Modeling approach 3 used patient satisfaction scores collected by a third-party survey organization. The goal of this modeling approach was to predict patient satisfaction scores on a patient-by-patient basis. Each modeling approach developed in this study used its own survey tool. Though this study had limitations when it came to developing the models and validating the findings, results are very promising. Analysis shows that predicting average patient satisfaction scores on a monthly basis gives the most accurate results, with socio-demographic characteristics and visit characteristics explaining 96% of variation in monthly average patient satisfaction scores. Other model indicators, such as normality of residuals, predicted error, mean square error, and predicted R-square show that the model fits the data very well and has strong predictive ability. Models that attempted to predict patient satisfaction on a patient-by-patient basis appeared to be ineffective, with very large predicted errors and prediction intervals and low predictive ability.
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Date Issued
2007
Identifier
CFE0001657, ucf:47241
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0001657
AN EXPLORATORY INQUIRY AND CREATION OF EMERGENCY ROOM DISCHARGE EDUCATION MATERIALS
Title
AN EXPLORATORY INQUIRY AND CREATION OF EMERGENCY ROOM DISCHARGE EDUCATION MATERIALS.
Creator
Catalano, Ivory, Heglund, Stephen, University of Central Florida
Abstract / Description
Background Each Emergency Room (ER) across the USA provides every patient with paperwork upon discharge, which commonly includes information about the patient�s diagnosis. This information will briefly describe the condition, provide information on treatment outside the ER, and possibly more, depending on the document and source. These documents are not made by hospital staff, but are generally purchased from outside providers who mass market such documents as resources for hospitals to use...
Show moreBackground Each Emergency Room (ER) across the USA provides every patient with paperwork upon discharge, which commonly includes information about the patient�s diagnosis. This information will briefly describe the condition, provide information on treatment outside the ER, and possibly more, depending on the document and source. These documents are not made by hospital staff, but are generally purchased from outside providers who mass market such documents as resources for hospitals to use to educate patients. One issue with these documents lies in their mass usage, which is not necessarily designed to target the general population�s reading and educational levels. Purpose The purpose of this research was to investigate currently used discharge education materials and evaluate them for their readability and content. From this investigation, recommendations were made and adjustments to the documents were applied in order to increase understanding for the general population. Results The documents ranged in Flesch-Kincaid grade level rankings from 7.8 to 3.6, and with Flesch Reading Ease scores of 54.7 to 85.3. The entirety of the standard documents were ranked at a minimum of 7th grade equivalents, and are, at the hardest rank, ranked at a 54.7 by the Reading Ease score. In comparison, the �easy to read� documents were ranked all below 5th grade level, and at the hardest rank, ranked at a 69.0 with the Flesch Reading Ease calculation. At a minimum, all documents included condition information and home care guidelines. The major obvious difference between the documents considered �easy to read� and the standard documents are that those considered easy to read typically had sections found on the standard document removed, and have the same overall content as the standard version remaining, only in a simpler vocabulary. Conclusions In order to provide the best educational materials to the general public, it would be in the best interest of companies manufacturing these documents to produce only one version, which would be at a level around the 6th grade or below. A document slightly below the 6th grade level would be more ideal, as the simpler the document is, the more patients it will be accessible for overall, accounting for those who are below the national standards. It is not truly necessary to separate the documents into two forms, and it helps to prevent confusion or offense by doing so.
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Date Issued
2016
Identifier
CFH2000016, ucf:45585
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFH2000016
Emergency Room Utilization Disparities among Older Adults Treated by Rural Health Clinics
Title
Emergency Room Utilization Disparities among Older Adults Treated by Rural Health Clinics.
Creator
Bagwell, Matt, Wan, Thomas, Zhang, Ning, Ortiz, Judith, Hofler, Richard, Bushy, Angeline, University of Central Florida
Abstract / Description
Examining the persistence of disparities over time is an important obligation in terms of rectifying, maintaining, and improving community health and social well-being for all. This study analyzed the individual factors of (a) race/ ethnicity and (b) dual eligibility, as a proxy measure of socioeconomic status, as well as the environmental factor of (c) place of residence, and the organizational factor of (d) Rural Health Clinic (RHC) type on emergency room (ER) utilization of older adult...
Show moreExamining the persistence of disparities over time is an important obligation in terms of rectifying, maintaining, and improving community health and social well-being for all. This study analyzed the individual factors of (a) race/ ethnicity and (b) dual eligibility, as a proxy measure of socioeconomic status, as well as the environmental factor of (c) place of residence, and the organizational factor of (d) Rural Health Clinic (RHC) type on emergency room (ER) utilization of older adult Medicare patients treated by RHCs within the Department of Health and Human Services' (DHHS) Region 4. A prospective, multi-level, longitudinal design was employed to analyze potential health disparities or gaps that may exist among RHC Medicare beneficiary patients (+65) using longitudinal, mixed multilevel modeling in SPSS. The years of investigation were 2010 through 2012. R4 has continually lagged behind other Regions in the Nation in having higher Health Disparities and ER Utilization rates related to Race, Poverty, and Rural Isolation. A key question is: Do these disparities persist? This study's findings support that dual eligible RHC patients utilized ER services at higher rates than non-dual eligible, Medicare only RHC patients at: 77%, 80%, and 66%, in 2010, 2011, and 2012, respectively; and above the White reference group, Black RHC Medicare patients utilized ER services at higher rates of: 18%, 20%, and 34%, in 2010, 2011, and 2012, respectively. These findings support that dual Medicare and Medicaid eligibility, as a proxy measure of socioeconomic status, and race continue to influence higher rates of ER utilization in Region 4. In terms of health and utilization disparities, strikingly and persistently, as recent as 2012, Black, dual eligible RHC Medicare beneficiary patients age 65 and over are twice as likely to utilize ER services for health care than their more advantaged counterparts. Health care leaders and policymakers are seeking evidence-based performance measures as tools for detecting gaps in health care and using those subsequent findings as leverage to implement policy change for the purpose of increasing health care delivery performance system-wide while lowering health disparities across various patient populations. Toward that goal, communicating and disseminating the findings of this study contributes to the body of knowledge and enables policy leaders to better make decisions based on empirical evidence in order to strengthen the health care delivery system for older adults in diverse rural contexts. From a health and public affairs policy perspective, crafting in tandem targeted, top-down, population health and bottom-up, community interventions to curb poor health outcomes and high health care utilization would be in the public interest at-large within this region of the Southeastern United States.
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Date Issued
2016
Identifier
CFE0006259, ucf:51051
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0006259