Quality care monitoring and improvement: a comparison of generic and specialty- specific patient satisfaction tools

Abstract

This project highlights the importance of healthcare institutions to have a structured process of quality assessment and improvement for the care they deliver to their patients. Patient satisfaction is a major outcome used by health care organizations to assess the quality of their services. In order to assess patient satisfaction, healthcare services should make use of valid and reliable tools, as analysis of data resulting from such tools reflects the performance of the healthcare provided. The main focus of the paper is to compare general versus specialty specific patient satisfaction tools, and propose specialty specific patient satisfaction tools at the American University of Beirut Medical Center (AUBMC) along with the currently used generic one, with the main aim of increasing patient satisfaction rates. This proposal is in line with AUBMC’s 2020 Vision that states that “understanding the patient and his changing needs” is one of the most important aspects of its commitment to excellence. It is important to introduce improvement initiatives based on data resulting from these surveys. Patient satisfaction can be measured by both quantitative and qualitative methods. A culturally accepted method may be chosen according to the institution’s and the patient population’s needs. Situation Analysis (SWOT and TOWS), Cultural and Organizational Fit: PESTLE, and Competitive Advantage: Porter’s Generic Principles were used to analyze the status quo of AUBMC and the possible challenges in its health care domain. Based on the results and the Donabedian’s classic paradigm for assessing quality of care, an evidence based framework for patient satisfaction for AUBMC’s 2020 vision was proposed. Applying evidence based frameworks for patient satisfaction can enhance patient outcomes as well as satisfaction. Specific patient satisfaction questionnaires better fulfill the requirements of patients who are hospitalized with unique needs. Adopting this kind of tools is an impo