EP20EO

 

Culture of Safety EP20EO

 

Provide the most recent eight consecutive quarters inpatient satisfaction data at the unit level collected to demonstrate outperformance of the mean, median or other measure of central tendency (benchmark provided by the vendor’s national database).  Select four of the following nine categories and report data for each unit using these selected categories:

• Patient engagement or patient-centered care
• Patient education
• Care coordination
• Safety
• Service recovery
• Courtesy and respect
• Responsiveness
• Pain
• Careful listening

 

RECOMMENDATION:  If available, use vendor-provided graphs for patient satisfaction.  Graphs must meet Magnet specifications.

 

 

Date Presentation Requirements:

Provide the most recent weight quarters of data prior to document submission.

 

Categories

• Select four of nine categories
• Refer to vendor to align patient satisfaction questions with categories
• Four categories must be consistent across the inpatient settings.
• Within each category, the specific question may vary from unit to unit.

 

NOTE:  Select only patient satisfaction questions that the vendor has assigned to categories.  Establish the external vendor has collaborated with the Magnet Recognition Program® on alignment of questions to categories.

 

Level of Data

• Unit-or clinic-level data. If data are not available at the unit or clinic level, present at the next aggregated level if available from the vendor (e.g. clinic groups).
• Explain units or clinics within aggregated data
• Explain any units not included.

 

Benchmark statistic.

• Use of mean, median or other measure of central tendency provided by the vendor’s national database benchmark.

 

Comparison Group or Cohort

• Use of an appropriate comparison group may change between units or clinics.
• Comparison group label must be depicted on table and graph.

 

Graph presentation

• Each graph must include the category and the specific vendor-aligned question.

 

Unit Presentation

• A different mean or median may be used for each graph.
• Up to four units or clinics may be presented on one graph
• If the two or more units are displayed on one graph, all units must have the same comparison benchmark and cohort.

 

 

Inpatient Patient Satisfaction

Vendor and Reporting Period
Greenwich Hospital Press Ganey (PG) patient satisfaction data are presented for the most recent eight quarters (1Q2018-4Q2019).

 

Comparison Group or Cohort/Benchmark
The national “Large PG Database” comparison cohort and “mean” or “top box” benchmark were used.

 

Categories

The categories selected to benchmark for the inpatient units include care coordination, safety, courtesy and respect and patient education. The specific questions are in the table below

 

Magnet Category	Careful Listening	Pain	Courtesy and Respect	Safety
Inpatient Vendor Question	“Response to concerns/complaints made during your stay”	“How well your pain was controlled”	“Staff concern for your privacy”	“Skill of nurses”
Press Ganey national benchmark	“All Press Ganey Database” Mean

 

Careful Listening (Evidence EP20EO-1, Careful Listening, Inpatient)

 

Pain (Evidence EP20EO-2, Pain, Inpatient)

 

Courtesy and Respect (Evidence EP20EO-3, Courtesy and Respect, Inpatient)

 

Safety (Evidence EP20EO-4, Safety, Inpatient)