Authors' Affiliations

Oluseyi Adedeji Aderinwale, Department of Biostatistics and Epidemiology, College of Public Health, East Tennessee State University, Johnson City, TN, USA Uyonne Ugwuoke, Department of Biostatistics and Epidemiology, College of Public Health, East Tennessee State University, Johnson City, TN, USA Onyinyechi Okam, Department of Internal Medicine, Babcock University Teaching Hospital, Ilishan-Remo, Ogun state, Nigeria Hezborn Magacha, Department of Internal Medicine, East Tennessee State University James H. Quillen College of Medicine, Johnson City, TN, USA Mercy Oluwaseun Itopa, Department of Health Service Management and Policy, College of Public Health, East Tennessee State University, Johnson City, TN, USA

Location

D.P. Culp Center Ballroom

Start Date

4-5-2024 9:00 AM

End Date

4-5-2024 11:30 AM

Poster Number

90

Name of Project's Faculty Sponsor

Hadii Mamudu

Faculty Sponsor's Department

Health Services Management and Policy

Classification of First Author

Graduate Student-Master’s

Competition Type

Competitive

Type

Poster Presentation

Presentation Category

Health

Abstract or Artist's Statement

Background: Patient and family satisfaction is a critical aspect of healthcare delivery, particularly in specialized fields such as hemato-oncology. Research on patient satisfaction is gaining prominence in healthcare and patient-centered care. Satisfied patients tend to have better communication with their care providers, adhere to medication regimens and treatment plans more effectively, and pose a lower risk of medical errors. This is particularly important in today's value-based and patient-focused healthcare landscape. However, there is limited research on improving patient experience in hematology-oncology outpatient clinics catering to this population. This project aims to evaluate and improve patient and family satisfaction through the implementation of a comprehensive service excellence initiative. Methods: The project will utilize a pretest-posttest study design using a mixed methods approach. We will recruit patients and their family caregivers from outpatient visits at Quality of Life Healthcare Inc. with an annual patient flow of 17,000-19,000 in the East Tennessee region. A baseline assessment of patient satisfaction would be conducted quantitatively using a Press Ganey survey that uses a Likert-type scale with only 19 questions to identify areas for improvement. Qualitatively, interviews and focus group meetings will be conducted to gather feedback from patients and their families regarding their experiences with hemato-oncological services. The Service-excellence interventions will focus on enhancing communication, addressing patient concerns, and improving the overall care experience. The project will be implemented over three months. Post-intervention scores will also be determined to delineate the impact of the intervention on our outcome. Interventions: • Communication enhancement: Implement empathic and effective communication protocols to ensure clear and effective communication between healthcare providers, patients, and their families throughout the treatment journey. • Process optimization: Streamline care processes and reduce wait times by implementing efficiency measures and resource allocation strategies, improving overall service delivery. • Patient and family engagement: Empower patients and their families to actively participate in medication reconciliation, care planning, and decision-making processes, promoting a collaborative approach to treatment. • Service-excellence staff training and development: Provide comprehensive training programs for healthcare providers to enhance their interpersonal skills, empathy, and cultural competence, ensuring high-quality patient interactions. Data Analysis: Quantitative data will be analyzed using Tableau, while qualitative data will be thematically analyzed to identify key themes and insights. Results: While we plan to recruit at least 200 participants, the anticipated outcomes include a 20% improvement in patient and family satisfaction scores, enhanced communication and engagement between patients, families, and healthcare providers, and increased efficiency and effectiveness of hemato-oncological services. Successful implementation of the Service Excellence Initiative is consequently expected to improve outcomes of hemato-oncological patients in East Tennessee. Conclusion: This project underscores the clinic's commitment to delivering high-quality, patient-centered care to individuals undergoing hemato-oncological treatment. By prioritizing service excellence and continuous improvement, the clinic aims to enhance the overall care experience and promote positive outcomes for patients and their families. Keywords: Patient satisfaction, Family satisfaction, Hemato-oncology, Service Excellence, Communication, Patient-centered care.

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Apr 5th, 9:00 AM Apr 5th, 11:30 AM

Evaluating and Improving Patient and Family Satisfaction with Hemato-Oncological Services at an Outpatient Clinic in East Tennessee: A Service Excellence Initiative

D.P. Culp Center Ballroom

Background: Patient and family satisfaction is a critical aspect of healthcare delivery, particularly in specialized fields such as hemato-oncology. Research on patient satisfaction is gaining prominence in healthcare and patient-centered care. Satisfied patients tend to have better communication with their care providers, adhere to medication regimens and treatment plans more effectively, and pose a lower risk of medical errors. This is particularly important in today's value-based and patient-focused healthcare landscape. However, there is limited research on improving patient experience in hematology-oncology outpatient clinics catering to this population. This project aims to evaluate and improve patient and family satisfaction through the implementation of a comprehensive service excellence initiative. Methods: The project will utilize a pretest-posttest study design using a mixed methods approach. We will recruit patients and their family caregivers from outpatient visits at Quality of Life Healthcare Inc. with an annual patient flow of 17,000-19,000 in the East Tennessee region. A baseline assessment of patient satisfaction would be conducted quantitatively using a Press Ganey survey that uses a Likert-type scale with only 19 questions to identify areas for improvement. Qualitatively, interviews and focus group meetings will be conducted to gather feedback from patients and their families regarding their experiences with hemato-oncological services. The Service-excellence interventions will focus on enhancing communication, addressing patient concerns, and improving the overall care experience. The project will be implemented over three months. Post-intervention scores will also be determined to delineate the impact of the intervention on our outcome. Interventions: • Communication enhancement: Implement empathic and effective communication protocols to ensure clear and effective communication between healthcare providers, patients, and their families throughout the treatment journey. • Process optimization: Streamline care processes and reduce wait times by implementing efficiency measures and resource allocation strategies, improving overall service delivery. • Patient and family engagement: Empower patients and their families to actively participate in medication reconciliation, care planning, and decision-making processes, promoting a collaborative approach to treatment. • Service-excellence staff training and development: Provide comprehensive training programs for healthcare providers to enhance their interpersonal skills, empathy, and cultural competence, ensuring high-quality patient interactions. Data Analysis: Quantitative data will be analyzed using Tableau, while qualitative data will be thematically analyzed to identify key themes and insights. Results: While we plan to recruit at least 200 participants, the anticipated outcomes include a 20% improvement in patient and family satisfaction scores, enhanced communication and engagement between patients, families, and healthcare providers, and increased efficiency and effectiveness of hemato-oncological services. Successful implementation of the Service Excellence Initiative is consequently expected to improve outcomes of hemato-oncological patients in East Tennessee. Conclusion: This project underscores the clinic's commitment to delivering high-quality, patient-centered care to individuals undergoing hemato-oncological treatment. By prioritizing service excellence and continuous improvement, the clinic aims to enhance the overall care experience and promote positive outcomes for patients and their families. Keywords: Patient satisfaction, Family satisfaction, Hemato-oncology, Service Excellence, Communication, Patient-centered care.