Pediatric Inpatient Available PG questions Friendliness and. Adult Inpatient Available PG questions Friendliness and courtesy of the

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1 EP35EO. Describe and Demonstrate that patient satisfaction data aggregated at the organizational level outperform the mean of the national database used. Provide analysis and evaluation of data and resultant action plans related to patient satisfaction addressing four (4) of the following: Pain, Education, Courtesy and Respect from Nurses, Careful Listening by Nurses, or Response Time. The UIHC uses Press Ganey (PG) as its vendor for patient satisfaction with nursing and benchmarks data at a national level with the University Healthsystem Consortium (UHC) peer group. To meet the Magnet requirement of four indicators, UIHC has chosen the following four indicators for all inpatient adult units, behavioral health units and pediatric units. Patient Satisfaction Indicators Courtesy and Respect from Nurses Careful Listening by Nurses Adult Inpatient Available PG questions Friendliness and courtesy of the Nurses Attention to special/personal needs Pediatric Inpatient Available PG questions Friendliness and courtesy of the Nurses Attention to special/personal needs BHS Inpatient Available PG questions Friendliness and courtesy of the Nurses Sensitive to emotional needs Education Pain Nurses kept you informed How well was your pain controlled Nurses kept you informed and used clear language How well was your child s pain controlled Nurses introduced you to unit and program Staff Asked about Physical Pain Patient Satisfaction Data collection and reporting Patient satisfaction data on the four measures above are collected via individual patient surveys administered through our vendor, Press Ganey. All surveys are based on the patient s discharging unit. Data for each unit is accessed by the UIHC Patient Satisfaction Coordinator, Randall Aitchison, PhD, monthly and reported at the unit level. Data is available for all inpatient adult and pediatric units that discharge patients as long as a minimum of seven surveys are returned for the month. The following18 inpatient adult, pediatric and behavioral health units are eligible for EP3EO as they have been collecting patient satisfaction surveys for the last 24 months. These 18 discharge units are: 2BT 2RCW 3JPW 3RC 4JPE 4JPW Non-vascular medical neurology General surgery and solid organ transplant Surgical oncology, otolaryngology/gyn/oral surgery Orthopedics, urology, ophthalmologic surgery Heme-oncology Medical-surgical oncology

2 6JC 7JCP 7RCS 8JC MBCU 1JPE 1JPW 2JPE 2JPW 3BT 2JCP 3JCP Acute neurosurgery and neuroscience Respiratory Specialty Care Unit Adult leukemia and bone marrow transplant Burn and trauma unit Post partum Child psychiatry Psychiatry Adult psychiatry Neuro psychiatry Medical Psychiatry General Pediatrics Pediatric oncology and bone marrow transplant * Since the original documents were submitted in August 2012, one unit, 4JCW Medical Cardiology, was closed (October 2012) and no longer has data to report. One unit, 4RCW Medical Surgical Cardiology, was re-organized (October 2012) with a change in its patient population and therefore has only 6 months of data to report as a new unit. One unit, 6RCP General Medicine, was combined out of two units (June 2012) and only has 10 months of satisfaction data available as a new unit. To meet the requirement that the majority of patient satisfaction scores on pain management outperform a national mean the majority of the time, in a majority of units, the UIHC needs to outperform a national comparative mean in a minimum of 10 of its 18 eligible units. The UIHC has met this requirement with 10 out of the 18 eligible units outperforming the mean the majority of the time. Units highlighted in yellow (10 out of 18 units) outperformed the PG mean a majority of months in the last two years. 2BT 2RCW 3RCP 3JPW 4JPW 4JPE 6JCP 7JCP 7RCS 8JC 2JCP 3JCP MBCU 1JPE 1JPW 2JPE 2JPW 3BT Describe The individual unit graphs attached indicate that 10 out of the 18 units outperformed the PG academic peer group mean for a majority of the 24 months.

3 6 out of 18 months over BMK * 18 months only with 7 returned surveys

4 14 out of 24 months over BMK

5 13 out of 24 months above BMK

6 16 out of 24 months above BMK

7 15 out of 21 months above BMK * 21 months only with 7 returned surveys

8 7 out of 24 months above BMK

9 3 out of 24 months above BMK

10 11 out of 21 months above BMK * 21 months only with 7 returned surveys

11 9 out of 15 months above BMK * 15 months only with 7 returned surveys

12 10 out of 21 months above BMK * 21 months only with 7 returned surveys

13 15 out of 24 months above BMK

14 9 out of 21 months above BMK * 21 months only with 7 returned surveys

15 8 out of 21 months above BMK * 21 months only with 7 returned surveys

16 8 out of 18 months above BMK * 18 months only with 7 returned surveys

17 6 out of 18 months above BMK * 18 months only with 7 returned surveys

18 10 out of 13 months above BMK * 13 months only with 7 returned surveys

19 9 out of 16 months above BMK * 16 months only with 7 returned surveys

20 14 out of 20 months above BMK * 20 months only with 7 returned surveys It is important to note that while surveys were sent out by PG every month to patients discharged from these units, there are some units that had months without a minimum of 7 surveys returned. Press Ganey database rules require that a minimum of 7 surveys be returned per month in order for data to be posted. Therefore, for units that did not have 7 surveys returned for some months, the total of months surveys were returned in the last 24 was used as the denominator to calculate if a unit outperformed the majority of the time per instructions from the Magnet Program Office.