An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study

Patient Satisfaction Clinical Trial

Official title:

An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study

Clinical Trial Details — Status: Completed

Administrative data

• NCT number: NCT01542112
• Other study ID #: Patient-Centered care
• Secondary ID: AUH
• Status: Completed
• Phase: N/A
• First received: February 13, 2012
• Last updated: March 5, 2013
• Start date: March 2012
• Est. completion date: October 2012

Study information

• Verified date: March 2013
• Source: University of Aarhus
• Contact: n/a
• Is FDA regulated: No
• Health authority: Denmark: Danish Dataprotection AgencyDenmark: National Board of Health
• Study type: Interventional

Clinical Trial Summary

This new model to manage patient expectations was developed based on our international study conducted in four countries. The model is designed to address the main issues that lie at the core of initiatives to manage patient expectations and improve patient satisfaction. It is a structured interventional set of activities, which gives the clinician an opportunity to meet patient expectations and needs and thereby, improve patient satisfaction.

The interventional model comprise teachable-learnable communicative steps occurring between the clinician and the patient which are: Gather information on the patient's expectations and perception of the hospitalization, Respond, Provide relevant information and Document the intervention.

The intervention includes all frontline care givers; however, most of the activities will be done by the nursing staff. The set of activities will be executed by the nurses at three separate periods of time during the patient's hospitalization: time of admission, intermediate time and at time of discharge.

The study is based on the hypothesis that a structured interventional model will significantly improve patient satisfaction during hospitalization.

Recruitment information / eligibility

• Status: Completed
• Enrollment: 835
• Est. completion date: October 2012
• Est. primary completion date: October 2012
• Accepts healthy volunteers: No
• Gender: Both
• Age group: 18 Years and older

Eligibility

Inclusion Criteria:

• all patient older than 17 years who are able to express their expectations and needs to the clinicians and further have the ability to understand and fill in a questionnaire

Exclusion Criteria:

• Patients who are demented

Study Design

Allocation: Non-Randomized, Intervention Model: Parallel Assignment, Masking: Open Label, Primary Purpose: Health Services Research

Related Conditions & MeSH terms

• Patient Satisfaction
• Patient-Centered Care

Intervention

Other:
• PSactive model
The model is designed to address the main issues that lie at the core of initiatives to manage patient expectations and improve patient satisfaction. It is a structured interventional set of activities, which gives the clinician an opportunity to meet patient expectations and improve patient satisfaction. The interventional model is comprised of teachable-learnable interpersonal communicative steps occurring between the clinician and the patient which are: Gather information on the patient's expectations and perception of the hospitalization, respond, provide relevant information and document the intervention.
• No treatment
Patients in this arm receive the usual routine in the department.

Locations

Country	Name	City	State
Denmark	Aarhus University Hospital	Aarhus

Sponsors (2)

Lead Sponsor	Collaborator
University of Aarhus	Aarhus University Hospital

Country where clinical trial is conducted

Denmark, 

References & Publications (1)

Rozenblum R, Lisby M, Hockey PM, Levtizion-Korach O, Salzberg CA, Lipsitz S, Bates DW. Uncovering the blind spot of patient satisfaction: an international survey. BMJ Qual Saf. 2011 Nov;20(11):959-65. doi: 10.1136/bmjqs-2011-000306. Epub 2011 Sep 22. — View Citation

Outcome

Type	Measure	Description	Time frame	Safety issue
Primary	Level of satisfaction with the hospitalization.	We will use the Danish National Patient Satisfaction Survey Instrument(20 questions)supplemented with 17 validated questions related to patient expectations, satisfaction and demographic data.; The primary question is: In general, to what extent did your entire experience during the hospitalization meet your expectations? Using any number from 0 to 10, where 0 represents that your expectations were completely unmet and 10 represents that your expectations were completely met - what number would you use to rate this hospital stay?	A questionnaire will be handed directly to the included patients after discharge has been ordered by a physician. The time frame for outcome measuring is anticipated to be within an average of 1-6 hours before the patient leaves the department.	No