Effective Leaders Leverage & Embrace the Patient Concern Conundrum
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Mentor Information
Dr. Donna Lee Ettel-Gambino
Description
Patient experience is a determinant for continuing participation in a healthcare plan. Evidence shows that attenuating patient complaints may assist in preventing incorrect diagnoses and medical errors. Hospital leaders who address patient concerns may improve patient safety and maximize outcomes. The purpose of this study was to examine patient concerns within a multi-hospital system in the Midwestern United States. A MANOVA was conducted to identify differences across groups. The independent variable was the patients’ reported gender. The dependent variables were the patient’s evaluation of their experience as it relates to the following categories: 1) patient comfort; 2) respectful treatment; 3) provider competency; 4) gentleness; 5) patient willingness to recommend; 6) timeliness; and 7) communication. There were statistically significant findings as evidenced by Wilk’s Λ (7, 184) = 0.93, <0.05. One-way ANOVA contrasts identified one statistically significant difference: 1) patients (80%) agreed they felt respected while receiving treatment at this multi-hospital system (<0.05). Female patients (84%) were more likely than male patients (75%) to agree they were treated respectfully (<0.05). The Institute of Medicine advocates for leaders to incorporate the following five measures: 1) inclusivity; 2) reach; 3) transparency; 4) improvability; and 5) positive quality outcomes. Executive leaders who are cognizant with and supportive of patient safety and quality of care can leverage the patient’s experience, reduce staff turnover, and decrease error. Hospital leaders who are able to leverage every opportunity to achieve high scores on performance measures can collaborate with their staff and consider them mutually respected and equal partners.
Effective Leaders Leverage & Embrace the Patient Concern Conundrum
Patient experience is a determinant for continuing participation in a healthcare plan. Evidence shows that attenuating patient complaints may assist in preventing incorrect diagnoses and medical errors. Hospital leaders who address patient concerns may improve patient safety and maximize outcomes. The purpose of this study was to examine patient concerns within a multi-hospital system in the Midwestern United States. A MANOVA was conducted to identify differences across groups. The independent variable was the patients’ reported gender. The dependent variables were the patient’s evaluation of their experience as it relates to the following categories: 1) patient comfort; 2) respectful treatment; 3) provider competency; 4) gentleness; 5) patient willingness to recommend; 6) timeliness; and 7) communication. There were statistically significant findings as evidenced by Wilk’s Λ (7, 184) = 0.93, <0.05. One-way ANOVA contrasts identified one statistically significant difference: 1) patients (80%) agreed they felt respected while receiving treatment at this multi-hospital system (<0.05). Female patients (84%) were more likely than male patients (75%) to agree they were treated respectfully (<0.05). The Institute of Medicine advocates for leaders to incorporate the following five measures: 1) inclusivity; 2) reach; 3) transparency; 4) improvability; and 5) positive quality outcomes. Executive leaders who are cognizant with and supportive of patient safety and quality of care can leverage the patient’s experience, reduce staff turnover, and decrease error. Hospital leaders who are able to leverage every opportunity to achieve high scores on performance measures can collaborate with their staff and consider them mutually respected and equal partners.
