KEY INITIATIVE:
PATIENT PERCEPTION SURVEYS

Organizational Priority #3

Demonstrate improvements in clinical and service quality resulting in satisfied customers.

Leader(s)

David Henderson, Laura Lee

Collaborators

CC Departments, Institutes, Patient Advisory Group

Description

The Clinical Center is working with the Picker Institute to develop a patient survey to assist in evaluating our patients' perceptions of the care they receive at the CC. The results of these surveys will serve as "organizational red-flags" -- identifying areas that may require more intense investigation or inquiry. The Picker Institute's questionnaires focus on the most important patient experiences, as defined by patients: access to care; respect for patient 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; and transition and continuity.

Accomplishments-to-Date

• Obtained generic clearance from the Office of Management and Budget to
  conduct surveys of customer and other partners
• Selected Picker as collaborator
• Developed a customized survey working closely with major constituencies
  (MEC, CCAC, PAG, Department Heads, Executive Committee)
• Administered first annual patient perception survey in May 1999

FY 2000 Goals

• Identify and manage opportunities for improvement based on inpatient
  survey data
• Design and administer outpatient survey
• Design and administer pediatric survey
• Develop and implement an organization-wide comprehensive ongoing
  program for assessing and managing patient perceptions