The effect of a hybrid training program

Briggs, Kelly; Sharma, Luv; Chandrasekaran, Arivand; Douglas, Claudia; Aroh, Dianne; Finefrock, Douglas

doi:10.1097/01.numa.0000529931.81622.66

Cited by 5 publications

(4 citation statements)

References 4 publications

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“…In addition, OPXs can also help facilitate individualized training, such as observations of interactions with patients followed by feedback on improvements (Briggs et al 2018), simulated interactions (Mitchell et al 2016) and formal classroom/ web training (Briggs et al 2018), to help improve resident communication skills. Thus, having a dedicated entity like an OPX to develop and implement customized solutions can improve EQ at higher resident intensity hospitals.…”

Section: CMI Duration Of Opx and Eqmentioning

confidence: 99%

“…In addition, OPXs can also help facilitate individualized training, such as observations of interactions with patients followed by feedback on improvements (Briggs et al. 2018), simulated interactions (Mitchell et al. 2016) and formal classroom/web training (Briggs et al.…”

Section: Background and Hypothesis Developmentmentioning

confidence: 99%

“…2016) and formal classroom/web training (Briggs et al. 2018), to help improve resident communication skills. Thus, having a dedicated entity like an OPX to develop and implement customized solutions can improve EQ at higher resident intensity hospitals.…”

Section: Background and Hypothesis Developmentmentioning

confidence: 99%

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Does the Office of Patient Experience Matter in Improving Delivery of Care?

Sharma

Chandrasekaran

Bendoly

2020

Production and Operations Management

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T his research examines the performance benefits of the Office of Patient Experience (OPX), a new administrative innovation in the health care industry. OPX is an independent structure within a hospital, having its own annual budget and full-time staff, and is responsible for improving patient experience during the hospital stay. We specifically investigate the effectiveness of OPXs in improving experiential quality (EQ), measured as the quality of interactions between hospital's caregivers and patients. In addition, we look at how the operation of these offices help hospitals manage variability during the delivery of care, which introduces additional challenges to maintaining high EQ. Specifically, we investigate the impact of variability in care delivery introduced due to two factors-patient case mix index (CMI) and resident intensity. CMI is an indicator of patient acuity and their care burden on hospitals while resident intensity is measured as a ratio of residents to beds at a hospital and is a proxy for variability introduced due to disruptions in caregiver teams due to the presence of residents who are getting trained at the hospital. Our empirical analyses involve tracking the operation of these offices across 3615 US acute care hospitals for the years 2007-2014. To account for endogeneity, we used an instrumental variable fixed effects regression model with a least absolute shrinkage and selection operator (LASSO) on the first-stage to identify and select the strongest instruments. Findings suggest that the OPX is associated with 1.95% higher EQ for each year of its operation. Furthermore, we find that an OPX is more effective in improving EQ for hospitals that deal with high CMI patients (6.5% for high vs. À0.3% for low) or high resident intensity (1.8% for high vs. 0.9% low). Moreover, we find evidence of operating efficiencies associated with OPXs, with a 1.4% reduction in operating cost for each year of its operation. Preliminary evidence also suggests that Chief Patient Experience Officers (CXOs), leaders of OPX, with medical backgrounds (i.e., MD or nursing degree) are more effective at improving EQ. Finally, we validate our findings through interviews with OPX and hospital staff at a prominent teaching hospital with an active OPX.

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Section: CMI Duration Of Opx and Eqmentioning

confidence: 99%

Section: Background and Hypothesis Developmentmentioning

confidence: 99%

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Does the Office of Patient Experience Matter in Improving Delivery of Care?

Sharma

Chandrasekaran

Bendoly

2020

Production and Operations Management

Self Cite

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“…Although these studies provide insights into patient perceptions during the rehabilitation stay, there is a need to identify the concepts that could be indicators of IRF quality and could be used for the purpose of improving IRF care quality (Institute of Medicine, 2001). Furthermore, these efforts should harmonize with quality measurement efforts in other healthcare settings, such as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) used in acute care hospitals (Briggs et al, 2018; Chakraborty & Church, 2020), because there are efforts to align quality measurement across care delivery settings. Although patients’ goals of care vary within and across settings, several core quality concepts are important regardless of patient goals and care setting, such as person-centered care, good communication, education, and discharge planning.…”

mentioning

confidence: 99%

Quality Measure Concepts for Inpatient Rehabilitation That Are Best Understood From the Patient’s Perspective

Deutsch

Neumann

Goldsmith

et al. 2022

Rehabilitation Nursing

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Purpose: The aim of this study was to identify inpatient rehabilitation quality-of-care concepts that are best understood from the patient perspective. Design: We conducted 12 focus groups with 95 former patients, caregivers, and rehabilitation clinicians and asked them to describe high-quality inpatient rehabilitation care. Methods: We independently reviewed the focus group transcripts and then used an iterative process to identify the quality measure concepts identified by participants. Results: Based on participants' comments, we identified 18 quality measure concepts: respect and dignity, clinician communication with patient, clinician communication with family, organizational culture, clinician engagement with patient, clinician engagement with family, rehabilitation goals, staff expertise, responsiveness, patient safety, physical environment, care coordination, discharge planning, patient and family education, peer support, symptom management (pain, anxiety, fatigue, sadness), sleep, and functioning. Clinical Relevance to the Practice of Rehabilitation Nursing: Rehabilitation nurses should be aware of the quality-of-care issues that are important to patients and their caregivers. Conclusion: Important patient-reported domains of quality of care include interpersonal relationships, patient and family engagement, care planning and delivery, access to support, and quality of life.

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Improving Consumer Assessment of Health Care Providers and Systems Communication Scores in Hospice Care

Kincaid

2020

J Hosp Palliat Nurs

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Although patient satisfaction scores have been used in the inpatient setting for more than a decade, they are new to the hospice and home care setting. Hospice organizations began tracking Consumer Assessment of Healthcare Providers & Systems (CAHPS) scores in 2017, and beginning in 2019, the scores became accessible by the public. The purpose of this quality improvement project was to determine whether improved communication techniques had a positive effect on CAHPS scores at an outpatient nonprofit hospice organization. The intervention was divided into 2 parts, improving communication among staff and improving education provided to patients and their caregivers. This pilot project was implemented over a 4-month period, and the CAHPS scores were compared with those from the 4 months before preceding implementation.

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The effect of a hybrid training program

Abstract: Improving nursing communication skills and HCAHPS scores

Cited by 5 publications

References 4 publications

Does the Office of Patient Experience Matter in Improving Delivery of Care?

Does the Office of Patient Experience Matter in Improving Delivery of Care?

Quality Measure Concepts for Inpatient Rehabilitation That Are Best Understood From the Patient’s Perspective

Improving Consumer Assessment of Health Care Providers and Systems Communication Scores in Hospice Care

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