Improving patient satisfaction: the virtual breakthrough series collaborative

International Journal of Health Care Quality Assurance,Volume 32, Issue 1, Page 296-306, February 2019. Purpose The purpose of this paper is to improve the Siloam Hospitals ’ (SHs) patient satisfaction index (PSI) and overcome Indonesia’s geographical barriers. Design/methodology/approach The topic was selected for reasons guided by the Institute of Healthcare Improvement virtual breakthrough series collaborative (VBSC). Subject matter experts came from existing global quality development in collaboration with sales and marketing, and talent management agencies/departments. Patient satisfaction (PS) was measured using the SH Customer Feedback Form. Data were analysed using Friedman’s test. Findings The in-patient (IP) department PSI repeated measures co mparison during VBSC, performed using Friedman’s test, showed a statistically significant increase in the PSI, χ2 = 44.00, p<0.001. Post hoc analysis with Wilcoxon signed-rank test was conducted with a Bonferroni correction applied, which resulted in a significant increase between the baseline and action phases (Z=3.317, p=0.003) between the baseline and continuous improvement phases (Z=6.633, p<0.001), and between the action and continuous improvement phases (Z=3.317, p=0.003), suggesting that IP PSI was continuously increasing during all VBSC phases. Like IP PSI, the out-patient department PSI was also continuously increasing during all VBSC phases. Research limitations/implications The VBSC was not implem...
Source: International Journal of Health Care Quality Assurance - Category: Health Management Source Type: research