Clinical trial NCT01542112: An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study
Official title: An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study
Study type: INTERVENTIONAL
Overall status: COMPLETED
Phase: NA
Conditions: Patient-Centered Care
Patient Satisfaction
Keywords: Patient-Centered Care
Patient Satisfaction
Interventional study
Patient Expectations
Hospitalization
Lead sponsor: University of Aarhus
Sponsor class: OTHER
Collaborators: name: Aarhus University Hospital
First posted: 2012-03-02
Enrollment: 835
Sex: ALL
Minimum age (years): 18
Standard ages: ADULT
OLDER_ADULT
Accepts healthy volunteers: no
Allocation: NON_RANDOMIZED
Intervention model: PARALLEL
Primary purpose: HEALTH_SERVICES_RESEARCH

Brief summary: 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.


Eligibility criteria: 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

Primary outcomes:
measure: Level of satisfaction with the hospitalization.
timeFrame: 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.
Secondary outcomes:
Other outcomes:
Locations:
city: Aarhus
country: Denmark
facility: Aarhus University Hospital
Study officials:
affiliation: Division of General Internal Medicine, Brigham and Womens Hospital, Harvard Medical School, 1620 Tremont Street, BS-3, Boston 02120, USA
name: Ronen Rozenblum, PhD
role: PRINCIPAL_INVESTIGATOR
References:
citation: 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.