Members Dissatisfied with Inpatient Hospitalization
Based on the results of the 2007 member satisfaction survey, we have identified several opportunities for improvement. One section of the survey addresses the care and treatment members received while hospitalized. The goal for each question is to achieve a greater than 90 percent satisfaction rate.
Listed in the table below are the member satisfaction survey questions and their corresponding scores for 2006 and 2007. We have seen a significant decline in all five areas since last year and scores continue to fall below the goal. These results encompass all contracted inpatient facilities in the Mid-Atlantic service area and are not facility-specific:
Inpatient Satisfaction Scores for Mid-Atlantic Service Area
| Question | 2006 Score |
2007 Score |
|---|---|---|
How often did the hospital staff you talked with treat you with courtesy and respect? |
90% |
67% |
How often was the hospital staff you talked with as helpful as you thought they should be? |
75% |
67% |
Did the hospital work with you and/or your family to develop an after-discharge treatment plan? |
72% |
58% |
Overall, how would you rate the hospital that provided most of your behavioral health services? |
87% |
75% |
Overall, how would you rate the treatment program that was provided in the hospital? |
84% |
72% |
Based on the results of our first Medicaid member satisfaction survey, members rated their satisfaction with the inpatient care and service they received in our Medicaid facilities in Indiana, Nevada and Ohio higher, but overall, results are below goal, particularly satisfaction with discharge planning:
Question |
2007 Score |
|---|---|
The courtesy and respectfulness of the staff |
87% |
How well the staff worked with you on a plan for continuing your treatment after discharge |
81% |
Did the comfort and cleanliness of the facility meet your expectations? |
91% |
It is our hope that you will share these results with your staff members and seek opportunities for improvement in your facility. If you would like to share your facility’s approach to discharge planning, would like assistance enhancing your discharge planning process, or if you have any questions regarding the above, please contact Kim Stowers, RN, quality improvement clinical reviewer, at 1-877-212-8656, ext. 67971. Thank you for your cooperation in providing quality clinical care to our members.