DEVELOPING THE CC OPERATING PLAN:
PATIENT INPUT

Patient Advisory Group

In 1998, as planning for the new Clinical Research Center proceeded, a group of former and current patients was assembled, through nominations by institute directors, to provide the patient's perspective on design of the new building. During these sessions, several patients articulated the need of a forum for regular communication with Clinical Center management and the health-care team. Those discussions led to the creation of the Patient Advisory Group. This group meets quarterly to advise and help guide the Clinical Center director on patient concerns. The 11 members, who represent six of the NIH's institutes, all live in the Washington, D.C. area.

Patient Perception Survey

The Clinical Center has partnered with The Picker Institute, Boston, Massachusetts, to design and administer surveys to patients and other customers of the Clinical Center. The inpatient survey is a combination of standard, field-tested questions developed by the Picker Institute and a series of custom questions designed by Clinical Center staff, Institute colleagues, and patients. The inpatient survey to be administered beginning in Spring 1999 addresses the following dimensions of care identified by patients as critical:

• Access to care
• Respect for patientsí values, preferences, and expressed needs
• Coordination of care and integration of services
• Communications between patients and providers
• Physical care, comfort, and alleviation of pain
• Emotional support
• Involvement of family and friends
• Transition and continuity

What Are Patients Telling Us?

Areas Needing Improvement

Facilities
Patients have provided much input into planning for the new Clinical Research Center. They are educated customers who form impressions about our organization based on its cleanliness, comfort, and appearance. Patient input has influenced modifications to the design of the new facility. Additionally, patients have suggested more immediate improvements such as removal of speed bumps in the garage because they enhance nausea, the need for better signage, and desire for improved patient waiting areas.

Customer Service
Patients have commented that the overall quality of care received at the Clinical Center is excellent, but as they move through the building the overall courtesy of staff needs to be improved. Patients perceive that employees seem competent in their individual jobs but, in general, do not go out of their way to deliver excellent customer service.

Communications
Patients confirm that many people are unaware that a hospital exists at the NIH. Better information is needed to educate the public about the Clinical Center. Once patients arrive at the Clinical Center, better information about services offered, both internally and in the local community, is a requirement.