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An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study

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ClinicalTrials.gov Identifier: NCT01542112
Recruitment Status : Completed
First Posted : March 2, 2012
Last Update Posted : March 6, 2013
Sponsor:
Collaborator:
Aarhus University Hospital
Information provided by (Responsible Party):
University of Aarhus

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.


Condition or disease Intervention/treatment Phase
Patient-Centered Care Patient Satisfaction Other: PSactive model Other: No treatment Not Applicable

Study Type : Interventional  (Clinical Trial)
Actual Enrollment : 835 participants
Allocation: Non-Randomized
Intervention Model: Parallel Assignment
Masking: None (Open Label)
Primary Purpose: Health Services Research
Official Title: An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study
Study Start Date : March 2012
Actual Primary Completion Date : October 2012
Actual Study Completion Date : October 2012

Arm Intervention/treatment
Experimental: PSactive model

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 improve patient satisfaction.

The interventional model is comprised of teachable-learnable interpersonal 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.

Other: PSactive model

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 improve patient satisfaction.

The interventional model is comprised of teachable-learnable interpersonal 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.

Experimental: No treament
Usual routine in the department
Other: No treatment
Patients in this arm receive the usual routine in the department.



Primary Outcome Measures :
  1. Level of satisfaction with the hospitalization. [ Time Frame: 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. ]

    We will use the Danish National Patient Satisfaction Survey Instrument(20 questions)supplemented with 17 validated questions related to patient expectations, satisfaction and demographic data.

    The primary question is:

    In general, to what extent did your entire experience during the hospitalization meet your expectations? Using any number from 0 to 10, where 0 represents that your expectations were completely unmet and 10 represents that your expectations were completely met - what number would you use to rate this hospital stay?




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Ages Eligible for Study:   18 Years and older   (Adult, Senior)
Sexes Eligible for Study:   All
Accepts Healthy Volunteers:   No
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

Information from the National Library of Medicine

To learn more about this study, you or your doctor may contact the study research staff using the contact information provided by the sponsor.

Please refer to this study by its ClinicalTrials.gov identifier (NCT number): NCT01542112


Locations
Denmark
Aarhus University Hospital
Aarhus, Denmark, 8000
Sponsors and Collaborators
University of Aarhus
Aarhus University Hospital
Investigators
Principal Investigator: Ronen Rozenblum, PhD Division of General Internal Medicine, Brigham and Womens Hospital, Harvard Medical School, 1620 Tremont Street, BS-3, Boston 02120, USA

Publications:
Responsible Party: University of Aarhus
ClinicalTrials.gov Identifier: NCT01542112     History of Changes
Other Study ID Numbers: Patient-Centered care
AUH ( Other Identifier: Aarhus University Hospital )
First Posted: March 2, 2012    Key Record Dates
Last Update Posted: March 6, 2013
Last Verified: March 2013

Keywords provided by University of Aarhus:
Patient-Centered Care
Patient Satisfaction
Interventional study
Patient Expectations
Hospitalization