Improving patient satisfaction: the virtual breakthrough series collaborative

Abstract

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 comparison 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 implemented using a control group. Factors other than the VBSC may have contributed to increased PS. Practical implications The VBSC was conducted using virtual telecommunication. Although conventional breakthrough series might result in better cohesiveness and commitment, Indonesian geographical barriers forced an alternative strategy, which is much more cost-effective. Originality/value The VBSC, designed to improve PS, has never been implemented in any Indonesian private hospital group. Other hospital groups might also appreciate knowing about the VBSC to improve their PSI.

Quality of Care Program Reduces Unplanned Health Care Utilization in Patients With Inflammatory Bowel Disease

“…A Canadian improvement collaborative to improve thrombolysis rates in patients who has had a stroke led to significantly improved door-to-needle times and reduced in-hospital stroke mortality across 17 centers in Alberta (22), and a Breakthrough Series Collaborative in the United Kingdom comprising 13 health care organizations resulted in improvements in pressure ulcers and significant system-wide cost savings (23). Other multicenter collaboratives using the Breakthrough Series Collaborative model have shown significant improvements in patient satisfaction (24), reduction in falls and fall injuries (25), and implementation of Enhanced Recovery After Surgery protocols (26). We modified the model to address the unique aspects of chronic IBD care, including the incorporation of innovative, rather than established, process and practice changes.…”

Retracted

“…The selected articles spanned various industries and fields. Articles from the healthcare sector included studies by Kovacs and Drozda [62], Veith and Marin [63], and Wijaya et al [64]. Research and higher education-related articles were contributed by Barnes et al [65], Borah et al [66], Huang and Brown [67], Kumaraswamy and Chitale [68], Saetnan and Kipling [69], and Samuel et al [70].…”

Talent Management Phenomenon in Indonesia-Systematic Literature Review

“…Research Sector Source Public Sector (Afriyani et al, 2021); (Azman et al, 2023) (Berman, 2018); (Khalida & Safitri, 2018); (Nugroho, 2017); (Panagopoulos et al, 2011); (Rofaida, 2017); (Siswanto et al, 2021). Private Sector (Amelia & Nasution, 2016); (Deif & Van Beek, 2019;(Fachrunnisa et al, 2020); (Kusumawijaya, 2014); (Mihardjo et al, 2021); (Sangka et al, 2019); (Wijaya et al, 2019) (Liu et al, 2022); (Zheng, 2009); (Panagopoulos et al, 2011). Mixed/Non Specified (de Guzman et al, 2011); (Fajar et al, 2018); (Santoso et al, 2020); (Wu et al, 2016) ; (Hidayat et al, 2022); (Kurniawati et al, 2021) (Milani et al, 2021); (Sirojuddin & Sopiah, 2022); (Tuegeh et al, 2021); (Verma & Venkatesan, 2022); (Yuniarto, 2021) Source: Processed from Various Sources Phenomena typically undergo four main stages of development.…”