DISCUSSION: MEASUREMENT SYSTEMS AND METHODS/NURS 8302B

MEASUREMENT SYSTEMS AND METHODS

You are a DNP-prepared nurse working at a hospital focused on improving patient satisfaction. After receiving care at your hospital, patients are provided a scorecard to survey their patient experience. The patient surveys range in questions from wait time to effectiveness of care, and these surveys provide your hospital with a scorecard indicating how the hospital is performing against these metrics. Upon reviewing the scorecards, you are able to highlight areas of improvement and areas of success, however, you find the responses are often difficult to analyze, as there are a wide range of responses, and there are many variables. The process of constructing a balanced scorecard for the tracking of patient satisfaction can be controversial. For example, a hospital’s patient satisfaction scorecard provides a snapshot of gathered data for the hospital, but the data may be out of context, which makes it difficult to identify specific problems. It is evident that both scorecards and dashboards have a place in the healthcare setting; however, will all organizations and accrediting bodies agree on the aspects of implementation, data analysis, and levels of effectiveness?

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For this Discussion, you will explore key indicators involved with the use of scorecards and dashboards for tracking organizational performance. Reflect on a particular healthcare organization or nursing practice with an established scorecard or dashboard measuring patient experience.

RESOURCES

Be sure to review the Learning Resources before completing this activity.

Click the weekly resources link to access the resources.

WEEKLY RESOURCES

TO PREPARE:

Review the Learning Resources for this week, and reflect on how a healthcare organization or nursing practice setting uses scorecards and dashboards.

Select any healthcare organization or nursing practice setting that has an established scorecard or dashboard measuring patient experience and improvement goals.

Be sure to obtain an example of the scorecard or dashboard from the healthcare organization or nursing practice setting (you selected) for this Discussion.

Reflect on how these measurement systems and measurement methods may impact organizational goal setting in the areas of overall performance and financial stability.

Explore the key indicators involved with scorecards and dashboards, as well as the external quality standards to which they are compared.

Reflect on what the metrics used in the balanced scorecards and dashboards might mean to your specific organization and/or nursing practice. Has your organization established goals for these or similar metrics and are they currently being met? Why, or why not?

BY DAY 3 OF WEEK 5

Post a brief description of the healthcare organization or nursing practice setting you selected. Summarize the measures on the scorecard or dashboard in which patient experience of care is measured, tracked, and used to set improvement goals. Be specific. Explain whether goals at your organization are established, for these metrics you reviewed, and whether or not they are currently being met. Then, describe the potential impacts of meeting or not meeting these metrics for your healthcare organization, and explain why. Be specific and provide examples.

BY DAY 6 OF WEEK 5

Read a selection of your colleagues’ responses and respond to at least two of your colleagues on two different days by expanding upon your colleague’s post or offering an alternative interpretation of the patient experience measures described by your colleague as they might relate to your specific practice or organization.

QUINNIE

The healthcare organization I selected is the new Baptist Hospital in Brent Lane, Pensacola, FL. We have recently moved hospitals (September 2023), so the building is new. We use scorecards and dashboards in which patient experience and care are measured, tracked, and used to set improvement goals. HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) then tells us whether we are at par with the other hospitals in the area. HCAHPS is the first national, standardized, publicly reported survey of patients’ perspectives on hospital care (Centers for Medicare and Medicaid Services, 2020).

Star ratings reflect HCAHPS surveys completed from July 2014 through June 2015, released on May 4, 2016. According to the President and CEO of Baptist Health Care, patient satisfaction is reviewed monthly to ensure we stay on top of our performance expectations. The ratings are based on 11 publicly reported measures in the HCAHPS survey (Baptist Health Care, 2023). The DNV recently surveyed our hospital, and we were told we passed with flying colors. On my floor, we measure performance according to our numbers of patient falls, hospital-acquired pressure injuries (HAPI), catheter-associated urinary tract infections (CAUTI), and central line-associated bloodstream infections (CLABSI).

It is important to score low in these nurse-sensitive indicators as they can also impact hospital-wide scores. The impact of not meeting these metrics for my healthcare organization can be disastrous. “What we had previously assumed to be consistently high-quality care was now revealed to be frequently unreliable and inadequate in meeting patient needs” (Nash et al., 2019, p. 233) until the publication of To Err Is Human and Crossing the Quality Chasm. As the healthcare system is now moving away from fee for volume of services to fee for patient-centered care or services, the surveys are defined by what actually happens from the source of that information: the patients.

References:

Baptist Health Care (2023). Baptist Health Care Hospitals Score High, Gulf Breeze Hospital earns perfect five-star rating in latest CMS Hospital Compare Website Update. Baptist Health Care | eBaptistHealthCare.org. https://www.ebaptisthealthcare.org/news/baptist-health-care-hospitals-score-high-gulf-breeze-hospital-earns-perfect-five-star-rating-in-latest-cms-hospital-compare-website-update

Centers for Medicare and Medicaid Services. (2020). HCAHPS: Patients’ perspectives of care surveyLinks to an external site.Links to an external site.. https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS

Nash, D. B., Joshi, M. S., Ransom, E. R., & Ransom, S. B. (Eds.). (2019). The healthcare quality book: Vision, strategy, and tools (4th ed.). Health Administration Press.

ERNESTINA

Main post-week five discussion

Brief Description of Healthcare Organization: The chosen clinical setting is a 557-bed level 1 trauma center with emergency services, 23 operating rooms, 32 intensive unit beds, 18 cardiovascular critical unit beds, 12 neurology intensive unit beds, several step-down and standard unit beds, and a women and children’s pavilion.

Summary of Scorecard or Dashboard Measures: Scorecards and dashboards are tools for tracking and displaying critical data and indicators related to patient care experiences. They visually represent vital parameters, allowing healthcare organizations to monitor and evaluate performance in this area (Khanhhai et al., 2022). These scorecards or dashboards often include information on patient satisfaction, communication effectiveness, staff responsiveness, and other elements contributing to the overall patient experience. Healthcare organizations may discover areas for improvement and make data-driven decisions to improve patient care quality by having this information readily available. To measure a scorecard or dashboard related to patient outcomes, healthcare organizations collect data from various sources. These include patient surveys, feedback forms, complaints and compliments, and other feedback mechanisms. The data collected is analyzed and transformed into meaningful metrics and indicators that reflect different aspects of the patient’s experience (van Elten et al., 2022). My organization establishes goals for these metrics and regularly reviews them. We are meeting or exceeding our goals in most of these areas. It shows that we are providing a positive experience and delivering high-quality care. We continuously strive to improve and provide the best possible experience for our patients.

Implications for Meeting or Not Meeting the Scorecard Metrics: Being able to meet or not to meet these metrics has significant impacts on our healthcare organization. Meeting these metrics means we deliver high-quality care and provide a positive patient experience, which can lead to positive outcomes such as higher patient satisfaction scores, build a strong reputation for our organization, which can lead to increased trust and loyalty among patients, and lastly, meeting the score care metrics can boost staff morale and engagement as they see the impact of their work on patient outcomes. On the contrary, not meeting these metrics can have negative consequences, such as decreased patient confidence, leading to patients seeking care elsewhere. It could also harm our organization’s reputation. Negative patient experiences can spread through word-of-mouth and online reviews, impacting our ability to attract new patients and retain existing ones. Lastly, it may indicate underlying issues in the quality of care provided (Amer et al., 2022).

In a nutshell, measuring patient experience scorecards or dashboards involves collecting data from sources like surveys and feedback forms. This data is analyzed to generate metrics reflecting the patient’s experience. Regular tracking helps to identify areas for improvement and enhance patient care.

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Reference

Amer, F., Hammoud, S., Onchonga, D., Alkaiyat, A., Nour, A., Endrei, D., & Boncz, I. (2022,

June 10). Assessing patient experience and attitude: BSC-Patient Development,

translation, and Psychometric Evaluation-a cross-sectional study. International journal of

environmental research and public health.

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9223066/

Khanbhai, M., Symons, J., Flott, K., Harrison-White, S., Spofforth, J., Klaber, R., Manton, D.,

Darzi, A., & Mayer, E. (2022, February 3). Enriching the value of patient experience

feedback: Web-based Dashboard Development using co-design and Heuristic

Evaluation. JMIR human factors

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8855286/Links to an external site.

van Elten, H. J., Sülz, S., van Raaij, E. M., & Wehrens, R. (2022, February 22). Big Data Health

Care Innovations: Performance Dashboarding as a process of collective sensemaking.

Journal of medical Internet research.

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8905474/