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PLoS One ; 13(10): e0205262, 2018.
Artigo em Inglês | MEDLINE | ID: mdl-30312348


Improving patients' experience in hospitals necessitates the improvement of service quality. Using mystery patients as a tool for assessing and improving patients' experience is praised for its comprehensiveness. However, such programs are costly, difficult to design and may cause unintended negative consequences if poorly implemented. Following an Action Research theoretical framework, the aim of this study is to utilize the Mystery Patient (MP) for engaging the patient in co-creating valuable non-clinical services and producing guidance about future managerial interventions. This was operationalized at the Outpatient Clinics at a large Academic Hospital in the Middle East region whereby 18 Mystery Patients conducted 66 visits to clinics and filled out 159 questionnaires. The results indicated higher scores on hard criteria or skills (technical), such as personal image and professionalism, and lower scores on soft criteria (interpersonal), including "compassion" and "courtesy". The data also demonstrated how the MP tool could provide targeted information that can point to future interventions at any one of the patient experience core pillars, namely: process, setting, and employees. This paves the way for another cycle of spiral learning, and consequently, a continuous process of organizational learning and development around service provision. The MP tool can play the role of the catalyst that accelerates the value co-creation process of patient experience by directing management to necessary interventions at the three pillars of patient experience: employees, processes, and setting.

Pessoal de Saúde/organização & administração , Pesquisa sobre Serviços de Saúde/métodos , Participação do Paciente , Simulação de Paciente , Adulto , Instituições de Assistência Ambulatorial/organização & administração , Competência Clínica , Empatia , Feminino , Pessoal de Saúde/psicologia , Hospitais , Humanos , Masculino , Pessoa de Meia-Idade , Oriente Médio , Satisfação do Paciente , Relações Profissional-Paciente , Voluntários , Adulto Jovem
MCN Am J Matern Child Nurs ; 43(2): 83-88, 2018.
Artigo em Inglês | MEDLINE | ID: mdl-29381486


PURPOSE: Noise levels remain high in clinical settings, which may result in stress and sleep disruption, and can lead to immunosuppression, delayed healing, confusion, disorientation, delusions, and increased length of hospital stay. The purpose of this quality improvement project was to assess effects of a multidisciplinary noise reduction program on a pediatric unit in an acute care hospital in a developing country. METHODS: A quality improvement project was carried out over 15 months in a pediatric unit. A three-phase study was conducted where the first phase included obtaining patient satisfaction ratings and recording sound levels, the second phase included implementing a noise reduction program and designing a noise detector machine, and the third phase included obtaining patient satisfaction data and recording noise levels over a 1-year period. RESULTS: There was a significant decrease in noise of 8 A-weighted decibels when comparing the values before and after implementing the quality improvement project at t = 6.44, p < 0.000. There was no significant difference in patient satisfaction ratings. CLINICAL IMPLICATIONS: Noise in the pediatric unit exceeded recommended guidelines; however, decreasing the levels was possible and sustainable, which can improve the psychological and physiological wellbeing of hospitalized children.

Ambiente de Instituições de Saúde/normas , Ruído/prevenção & controle , Melhoria de Qualidade , Humanos , Ruído/efeitos adversos , Enfermagem Pediátrica/métodos , Enfermagem Pediátrica/normas
J Nurs Meas ; 23(2): 204-23, 2015.
Artigo em Inglês | MEDLINE | ID: mdl-26284836


BACKGROUND AND PURPOSE: Although patient satisfaction is an important indicator of the quality of care received in hospitals, no reliable and valid Arabic comprehensive inpatient satisfaction survey has been published. The purpose of this study was to evaluate the psychometric properties of an Arabic patient satisfaction survey. METHODS: A cross-sectional design was used where 1,339 randomly selected patients were interviewed by phone. The questionnaire was adopted and from the Hospital Consumer Assessment of Healthcare Providers and Systems survey, refined and tested over a 4-year period. RESULTS: Item-item correlations for the 22 items on the survey ranged from .52 to .92, and the Cronbach's alpha coefficient was .87. Construct and predictive validity were also adequate. CONCLUSION: The survey is recommended for use in hospitals in Lebanon and other Middle Eastern countries to facilitate benchmarking and quality improvement.

Pacientes Internados , Satisfação do Paciente , Psicometria , Adolescente , Adulto , Idoso , Idoso de 80 Anos ou mais , Feminino , Humanos , Líbano , Masculino , Pessoa de Meia-Idade , Processo de Enfermagem , Reprodutibilidade dos Testes , Inquéritos e Questionários , Adulto Jovem