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An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study

This study has been completed.
Sponsor:
Collaborator:
Aarhus University Hospital
Information provided by (Responsible Party):
University of Aarhus
ClinicalTrials.gov Identifier:
NCT01542112
First received: February 13, 2012
Last updated: March 5, 2013
Last verified: March 2013

February 13, 2012
March 5, 2013
March 2012
October 2012   (final data collection date for primary outcome measure)
Level of satisfaction with the hospitalization. [ Time Frame: A questionnaire will be handed directly to the included patients after discharge has been ordered by a physician. The time frame for outcome measuring is anticipated to be within an average of 1-6 hours before the patient leaves the department. ] [ Designated as safety issue: No ]

We will use the Danish National Patient Satisfaction Survey Instrument(20 questions)supplemented with 17 validated questions related to patient expectations, satisfaction and demographic data.

The primary question is:

In general, to what extent did your entire experience during the hospitalization meet your expectations? Using any number from 0 to 10, where 0 represents that your expectations were completely unmet and 10 represents that your expectations were completely met - what number would you use to rate this hospital stay?

The level of patient satisfaction measured through a questionnaire. The main question will be question number 24; In general, to what extent did your entire experience during the hospitalization meet your expectations? [ Time Frame: A questionnaire will be handed directly to the included patients after discharge has been ordered by a physician. The time frame for outcome measuring is anticipated to be within an average of 1-3 hours before the patient leaves the department. ] [ Designated as safety issue: No ]
We will use the Danish National Patient Satisfaction Survey Instrument(23 questions)supplemented with 13 validated questions related to patient expectations (7 questions) and demographic data (6 questions).
Complete list of historical versions of study NCT01542112 on ClinicalTrials.gov Archive Site
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An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study
An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study

This new model to manage patient expectations was developed based on our international study conducted in four countries. The model is designed to address the main issues that lie at the core of initiatives to manage patient expectations and improve patient satisfaction. It is a structured interventional set of activities, which gives the clinician an opportunity to meet patient expectations and needs and thereby, improve patient satisfaction.

The interventional model comprise teachable-learnable communicative steps occurring between the clinician and the patient which are: Gather information on the patient's expectations and perception of the hospitalization, Respond, Provide relevant information and Document the intervention.

The intervention includes all frontline care givers; however, most of the activities will be done by the nursing staff. The set of activities will be executed by the nurses at three separate periods of time during the patient's hospitalization: time of admission, intermediate time and at time of discharge.

The study is based on the hypothesis that a structured interventional model will significantly improve patient satisfaction during hospitalization.

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Interventional
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Allocation: Non-Randomized
Intervention Model: Parallel Assignment
Masking: Open Label
Primary Purpose: Health Services Research
  • Patient-Centered Care
  • Patient Satisfaction
  • Other: PSactive model

    The model is designed to address the main issues that lie at the core of initiatives to manage patient expectations and improve patient satisfaction. It is a structured interventional set of activities, which gives the clinician an opportunity to meet patient expectations and improve patient satisfaction.

    The interventional model is comprised of teachable-learnable interpersonal communicative steps occurring between the clinician and the patient which are: Gather information on the patient's expectations and perception of the hospitalization, respond, provide relevant information and document the intervention.

  • Other: No treatment
    Patients in this arm receive the usual routine in the department.
  • Experimental: PSactive model

    The model is designed to address the main issues that lie at the core of initiatives to manage patient expectations and improve patient satisfaction. It is a structured interventional set of activities, which gives the clinician an opportunity to meet patient expectations and improve patient satisfaction.

    The interventional model is comprised of teachable-learnable interpersonal communicative steps occurring between the clinician and the patient which are: Gather information on the patient's expectations and perception of the hospitalization, respond, provide relevant information and document the intervention.

    Intervention: Other: PSactive model
  • Experimental: No treament
    Usual routine in the department
    Intervention: Other: No treatment
Rozenblum R, Lisby M, Hockey PM, Levtizion-Korach O, Salzberg CA, Lipsitz S, Bates DW. Uncovering the blind spot of patient satisfaction: an international survey. BMJ Qual Saf. 2011 Nov;20(11):959-65. doi: 10.1136/bmjqs-2011-000306. Epub 2011 Sep 22.

*   Includes publications given by the data provider as well as publications identified by ClinicalTrials.gov Identifier (NCT Number) in Medline.
 
Completed
835
October 2012
October 2012   (final data collection date for primary outcome measure)

Inclusion Criteria:

  • all patient older than 17 years who are able to express their expectations and needs to the clinicians and further have the ability to understand and fill in a questionnaire

Exclusion Criteria:

  • Patients who are demented
Both
18 Years and older
No
Contact information is only displayed when the study is recruiting subjects
Denmark
 
NCT01542112
Patient-Centered care, AUH
No
University of Aarhus
University of Aarhus
Aarhus University Hospital
Principal Investigator: Ronen Rozenblum, PhD Division of General Internal Medicine, Brigham and Womens Hospital, Harvard Medical School, 1620 Tremont Street, BS-3, Boston 02120, USA
University of Aarhus
March 2013

ICMJE     Data element required by the International Committee of Medical Journal Editors and the World Health Organization ICTRP