PATIENT SATISFACTION RESULTS

University of Maryland Charles Regional Medical Center (UM CRMC)

Adfinitas Health established a collaborative relationship with UM CRMC leadership and implemented a team of hospitalist providers including a lead hospitalist and lead physician assistant. Adfinitas Health began addressing deficiencies and concerns to ultimately improve on the hospital’s challenges: improve HCAHPS scores, reduce readmissions, prevent unnecessary hospital acquired conditions, and improve communications.

UM CRMC experienced poor patient satisfaction scores (HCAHPS)

  • In January 2012, Adfinitas Health implemented its patient satisfaction/Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) initiative at UM CRMC to address the poor patient satisfaction scores through a joint initiative with Press Ganey Associates, Inc.
  • Press Ganey issued the Press Ganey Hospitalist Insightssm satisfaction survey following a patient’s discharge from UM CRMC. This proprietary survey measures patients’ perspectives of the care provided by Adfinitas Health hospitalists during their inpatient stay.
  • Results showed improved patient satisfaction scores that correlated with improved patient satisfaction for the Doctor Communication HCAHPS questions.  

UM CRMC had an increasing rate of patient readmissions.

  • Adfinitas Health implemented a multi-faceted readmissions reduction initiative by:
    • Collaborating with UM CRMC to identify high risk patients; calling patients to follow up with them post-discharge (ensure compliance, appointment with PCP, following care plan);
    • Creating a collaborative physician-lead readmission team to address issues and readmits;
    • Improving the transition of care between the hospital and skilled nursing centers;
    • More frequent clinical intervention at skilled nursing centers to prevent unnecessary hospitalizations.