Does the analysis provide predictive indicators to help us focus our efforts on where they can have the greatest impact?
A negative response to one or more of a panel of four key indicators will result in a patient being classified as dissatisfied with care overall. The hospital-wide percentage of satisfied/dissatisfied patients and the percentage in each service will be calculated for each report. Internal baseline levels of satisfaction will be established for each service to be studied. These baselines will be used to trend internal, service-specific changes in patient satisfaction over time. The survey instrument will cover all aspects of patients’ experiences. Multiple regression analysis of the responses of the “dissatisfied” patients will enable Arbor to pick out the key elements which most directly impact overall satisfaction/ dissatisfaction. These are the “hot buttons” which, when they go well in a patient’s experience, can overcome lesser frustrations or disappointments. These are also the things that can wipe out all the positive things that may have happened if they go wrong. Managers can re
