Journal of Healthcare Management - January/February 2014 - (Page 47)

t H e v alue of p atIents ' H andwr Itten c o MMents care. Retrieved from http://www.press ganey.com/Documents_secure/Pulse%20 Reports/Hospital_Pulse_Report_2009 .pdf?viewFile Qu, Z., Zhang, H., & Li, H. (2008). Determinants of online merchant rating: Content analysis of consumer comments about Yahoo merchants. Decision Support Systems, 46, 440-449. Rathert, C., May, D. R., & Williams, E. S. (2011). Beyond service quality: The mediating role of patient safety perceptions in the patient experience-satisfaction relationship. Health Care Management Review, 36(4), 359-368. Reese, S. (2010). Consumer experience provides worthwhile quality data. Managed Healthcare Executive, 20(2), 27-28. Rothberg, M. B., Morsi, E., Benjamin, E. M., Pekow, M. S., & Lindenauer, P. K. (2008). Choosing the best hospital: The limitations of public quality reporting. Health Affairs, 27(6), 1680-1687. Santuzzi, N. R., Brodnick, M. S., RinehartThompson, L., & Klatt, M. (2009). Patient satisfaction: How do qualitative comments relate to quantitative scores on a satisfaction survey? Quality Management in Healthcare, 18(1), 3-18. on HcaHps s urveys Schweidel, D. A., Moe, W. W., & Boudreaux, C. (2012). Social media intelligence: Measuring brand sentiment from online conversations (Report No. 12-100). Cambridge, MA: Marketing Science Institute. Siegrist, R. B., Jr. (2011). What drives patient sentiment? [Web log post]. Retrieved from http://www.pressganey.com/improving HealthCare/improvingHCBlog/blog Post/11-07-26/What_Drives_Patient_ Sentiment.aspx Sofaer, S., & Firminger, K. (2005). Patient perceptions of quality of health services. Annual Review of Public Health, 26, 513-559. Tranter, M. A., Gregoire, M. B., Fullam, F. A., & Lafferty, L. J. (2009). Can patient-written comments help explain patient satisfaction with food quality? Journal of the American Dietetic Association, 109(12), 2068-2072. Wild, D. M. G., Kwon, N., Dutta, S., TessierSherman, B., Woddor, N., Sipsma, H., . . . Bradley, E. H. (2011). Who's behind an HCAHPS score? Joint Commission Journal on Quality and Patient Safety, 37(10), 461-467. pRAC TITIONER Ap pL I C AT I ON Charles F. Bombard, RN, FACHE, CPHQ, director, Quality Improvement, Tampa General Hospital, Tampa, Florida T he importance of survey comments is the central theme of Huppertz and Smith's research and analysis. I could not agree more that survey comments provide critical additional information to hospital staff, enabling decision making on the basis of both quantitative and qualitative information. The importance that Tampa General Hospital's leaders place on survey comments is reflected in the fact that, for each type of survey our vendor distributes, we have a comment contract in place whereby the vendor supplies us with a report that cites each written comment that is made on a patient's returned survey, regardless of where the comment appears on the survey. The patient experience coordinator at Tampa General reviews patient comment reports as they are received from the vendor and prepares a weekly report to the leadership team as well as a monthly report for managers with patient satisfaction 47 http://www.pressganey.com/Documents_secure/Pulse%20Reports/Hospital_Pulse_Report_2009.pdf?viewFile http://www.pressganey.com/Documents_secure/Pulse%20Reports/Hospital_Pulse_Report_2009.pdf?viewFile http://www.pressganey.com/improvingHealthCare/improvingHCBlog/blogPost/11-07-26/What_Drives_Patient_Sentiment.aspx

Table of Contents for the Digital Edition of Journal of Healthcare Management - January/February 2014

Journal of Healthcare Management - January/February 2014
Contents
Interview With Kenneth R. White, PhD, FACHE, Associate Dean for Strategic Partnerships and Innovation and the University of Virginia Medical Center Professor of Nursing, University of Virginia School of Nursing
Team-Based Care at Mayo Clinic: A Model for ACOs
The Management Springboard: Eight Ways to Launch Your Career as a Healthcare Leader
The Role of a Public–Private Partnership: Translating Science to Improve Cancer Care in the Community Donna M. O’Brien and Arnold D. Kaluzny
The Value of Patients’ Handwritten Comments on HCAHPS Surveys John W. Huppertz and Robert Smith
Can Inbound and Domestic Medical Tourism Improve Your Bottom Line? Identifying the Potential of a U.S. Tourism Market
Success Factors for Strategic Change Initiatives: A Qualitative Study of Healthcare Administrators’ Perspectives

Journal of Healthcare Management - January/February 2014