Presenters
- Jasmine Holt, PsyD, Research Assistant Scientist, Rady Children's Hospital, San Diego, CA
- Anne Bird, MD, Medical Program Director, Mental Health Integration, Rady Children's Hospital; Associate Clinical Professor, University of California San Diego, San Diego, CA
- Diana Aguilar, LCSW, Integrated Health Therapist, Rady Children's Hospital, San Diego, CA
- Kathryn Hollenbach, PhD, MPH, Director Epidemiology and Statistics, Rady Children's Hospital, San Diego, CA
Summary
Patient satisfaction has long been used as a method of measuring the quality of care patients receive from their mental health services (Fortin et al., 2018). It also plays an increasingly important role as the healthcare industry moves toward value-based care models (Hirpa et al., 2020). However, creating and implementing satisfaction survey processes can be time-consuming and challenging to integrate into everyday workflows. In this presentation the speakers will demonstrate how to plan, implement, and evaluate a patient satisfaction survey process in an organized and cost-effective manner based on clinic or program needs. A panel of speakers will provide an overview of how a patient and parent satisfaction survey process was planned and implemented within a newly established pediatric integrated primary care program with multiple clinic locations. The speakers will outline each step of the process of planning, such as goal setting and identifying stakeholders. The process of preparing materials, communicating with appropriate staff, and anticipating possible challenges to implementation will be discussed. The speakers will also discuss how to collect the survey data and evaluate the results with consideration to the size of the program and frequency of survey distribution. Therapists on the panel will also share their experience with the patient satisfaction survey process and how the feedback from patients has impacted their work. Attendees will be given worksheets that they will use to guide them in outlining plans for implementing their own patient satisfaction process. A portion of the time will be spent working in small groups to allow attendees to discuss their own survey process and work through potential barriers and questions within a group format. Additional handouts with recommendations for goal setting, question topics, and specific data points to consider when constructing the survey will be provided.
Objectives
- Identify program goals for implementing a patient satisfaction survey process
- Outline effective workflows that can support the patient satisfaction survey process
- Discuss strategies to evaluate survey data
