EP21EO

 

Culture of Safety EP21EO

 

Provide the most recent eight consecutive quarters of ambulatory care setting patient 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). 

 

NOTE: Data must be included for following ambulatory care settings:
Emergency Department
Ambulatory Surgery Center (ASC)
and all areas where clinical nurses provide care

 

Select four of the nine categories:

 

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

 

 

Data Presentation Requirements:

• Display each ambulatory care setting using the guidance provided on page 56 of the 2019 Magnet® Application Manual
• 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 with the vendor that they have collaborated with the Magnet Recognition Program on alignment of questions to categories.

 

Level of Data

• Ambulatory care setting data.  If data are not available in an ambulatory care setting, present at the next aggregated level available from the vendor (e.g., clinic groups)
• Explain ambulatory care setting within aggregated data
• Explain any ambulatory care settings 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 ambulatory care settings.
• Comparison group label must be depicted on table and graph.

 

Graph presentation

• Each graph must include the category and the specific vendor-aligned question ambulatory care setting presentation
• A different mean or median may be used for each graph
• Up to four ambulatory care settings 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.

 

 

Ambulatory Care Setting Patient Satisfaction

Vendor and Reporting Period
Greenwich Hospital uses Press Ganey (PG) as the vendor for patient satisfaction in the Ambulatory Care Setting. Data are presented for the most recent eight quarters, 2Q2018-1Q2020.

 

Comparison Group or Cohort/Benchmark
Greenwich Hospital used the national “All Facility Database” mean, “All Press Ganey Database” mean or “National Facility” mean.

 

Categories
The categories selected to benchmark for the ambulatory units are Care Coordination, Service Recovery, Courtesy and Respect, and Safety. The specific questions are provided in the table below.

 

Table for Ambulatory Patient Satisfaction Categories.

 

Magnet Category	Care Coordination	Service Recovery	Courtesy and Respect	Safety
Ambulatory VENDOR Survey Question	“How well staff  worked together to care for you”	“Response to concerns/ complaints made during your visit”	“Friendliness/ Courtesy of the nurses”	“Extent to which staff washed their hands”
Emergency Department Survey Vendor Question	“Degree to which hospital staff worked together as a team”	“Response to concerns/ complaints made during your stay”	“Courtesy of the nurses”	“Extent to which nurses checked ID bracelets before giving you medications”
Outpatient Services Survey Vendor Question	“How well staff worked together to provide care”	“Response to concerns/ complaints made during your visit”	“Friendliness/ Courtesy of the staff who provided your test or treatment	“Extent to which staff washed their hands before examining you”
Medical Practice Survey Vendor Question	“How well staff worked together to care for you”	“Response to concerns/ complaints made during your visit”	“Concern the care provider showed for your questions or worries”	“How well staff protected your safety (by washing hands, wearing ID, etc.)
Ambulatory Press Ganey national benchmark	Mean

 

Care Coordination (Evidence EP21EO-1, Care Coordination, Ambulatory)

 

Service Recovery (Evidence EP21EO-2, Service Recovery, Ambulatory)

 

Courtesy and Respect (Evidence EP21EO-3, Courtesy and Respect, Ambulatory)

 

Safety (Evidence EP21EO-4, Safety, Ambulatory)