Address correspondence to Judith K. Barr, Sc.D., Senior Scientist, Qualidigm®, 100 Roscommon Drive, Suite 200, Middletown, CT 06457. Tierney E. Giannotti, M.P.A., Senior Research Associate, and Marcia K. Petrillo, M.A., Chief Executive Officer, are with Qualidigm, Middletown, CT. Shoshanna Sofaer, Dr.P.H., is the Robert P. Luciano Professor of Health Care Policy, School of Public Affairs, Baruch College, The City University of New York, NY. Cathy E. Duquette, Ph.D., R.N., Vice President Nursing and Patient Care Services, is with the Newport Hospital, Newport, RI. William J. Waters, Jr., Ph.D., Deputy Director, is with the Rhode Island Department of Health, Three Capitol Hill, Providence, RI.
Using Public Reports of Patient Satisfaction for Hospital Quality Improvement
Article first published online: 25 JAN 2006
Health Services Research
Volume 41, Issue 3p1, pages 663–682, June 2006
How to Cite
Barr, J. K., Giannotti, T. E., Sofaer, S., Duquette, C. E., Waters, W. J. and Petrillo, M. K. (2006), Using Public Reports of Patient Satisfaction for Hospital Quality Improvement. Health Services Research, 41: 663–682. doi: 10.1111/j.1475-6773.2006.00508.x
At the time this research was undertaken, Dr. Duquette was Senior Vice President at the Hospital Association of Rhode Island. After 1/6/2006, she is at Newport Hospital.
- Issue published online: 25 JAN 2006
- Article first published online: 25 JAN 2006
- Public reporting;
- patients satisfaction survey;
- hospital quality improvement
Objective. To explore the impact of statewide public reporting of hospital patient satisfaction on hospital quality improvement (QI), using Rhode Island (RI) as a case example.
Data Source. Primary data collected through semi-structured interviews between September 2002 and January 2003.
Study Design. The design is a retrospective study of hospital executives at all 11 general and two specialty hospitals in RI. Respondents were asked about hospital QI activities at several points throughout the public reporting process, as well as about hospital structure and processes to accomplish QI. Qualitative analysis of the interview data proceeded through an iterative process to identify themes and categories in the data.
Principal Findings. Data from the standardized statewide patient satisfaction survey process were used by hospitals to identify and target new QI initiatives, evaluate performance, and monitor progress. While all hospitals fully participated in the public reporting process, they varied in the stage of development of their QI activities and adoption of the statewide standardized survey for ongoing monitoring of their QI programs. Most hospitals placed responsibility for QI within each department, with results reported to top management, who were perceived as giving strong support for QI. The external environment facilitated QI efforts.
Conclusion. Public reporting of comparative data on patient views can enhance and reinforce QI efforts in hospitals. The participation of key stakeholders facilitated successful implementation of statewide public reporting. This experience in RI offers lessons for other states or regions as they move to public reporting of hospital quality data.