Journal of Healthcare Management - September/October 2015 - (Page 332)

What Determines the Surgical Patient Experience? Exploring the Patient, Clinical Staff, and Administration Perspectives Olena Mazurenko, MD, PhD, assistant professor, Department of Health Policy and Management, R. Fairbanks School of Public Health, Indiana University, Indianapolis; Dina Zemke, PhD, assistant professor, William F. Harrah College of Hotel Administration, University of Nevada, Las Vegas; Noelle Lefforge, PhD, assistant professor-in-residence, Department of Psychology, University of Nevada, Las Vegas; Stowe Shoemaker, PhD, professor, William F. Harrah College of Hotel Administration; and Nir Menachemi, PhD, professor, Department of Health Policy and Management, R. Fairbanks School of Public Health, Indiana University, Indianapolis E X E C U T I V E S U M M A R Y Hospitals are increasingly concerned with enhancing surgical patient experience given that Medicare reimbursements are now tied in part to patient satisfaction. Surgical patients' experience may be influenced by several factors (e.g., integration of care, technical aspects of care), which are ranked differently in importance by clinicians and patients. Strategies designed to improve patient experience can be informed by our research, which examines the determinants of the surgical patient experience from the perspective of multiple healthcare team members. We conducted 12 focus groups with surgical patients, family members, physicians, nurses, and hospital administrators at one acute care, for-profit hospital in a western state and analyzed the content for determinants of the overall surgical patient experience. Specifically, we analyzed the content of the conversations to determine how frequently participants discussed the determinants of the surgical patient experience and how positive, negative, or neutral the comments were. The study's findings suggest that surgical patients and members of the healthcare team have similar views regarding the most important factors in the patient experience-namely, interdisciplinary relationships, technical infrastructure, and staffing. The study results will be used to improve care in this facility and can inform the development of initiatives aimed at improving the surgical patient experience elsewhere. Our study could serve as a model for how other facilities can analyze the surgical patient experience from the perspectives of different stakeholders and improve their performance on the basis of data directly relevant to their organization. For more information about the concepts in this article, contact Dr. Mazurenko at omazuren@iu.edu. 332

Table of Contents for the Digital Edition of Journal of Healthcare Management - September/October 2015

Journal of Healthcare Management - September/October 2015
Interview With Richard J. Umbdenstock, FACHE, President and CEO of the American Hospital Association
A Rapidly Adaptable Management System
Worksite Wellness: Culture and Controversy
Integrating Strategic and Operational Decision Making Using Data-Driven Dashboards: The Case of St. Joseph Mercy Oakland Hospital
What Determines the Surgical Patient Experience? Exploring the Patient, Clinical Staff, and Administration Perspectives
A Review of Electronic Hand Hygiene Monitoring: Considerations for Hospital Management in Data Collection, Healthcare Worker Supervision, and Patient Perception
Using Hybrid Change Strategies to Improve the Patient Experience in Outpatient Specialty Care

Journal of Healthcare Management - September/October 2015