HCAHPS: a review and management strategy to improve hospital cleanliness and the importance of organizational culture in its sustainability

Kramer, Adam (2016) HCAHPS: a review and management strategy to improve hospital cleanliness and the importance of organizational culture in its sustainability. Master's Thesis, University of Pittsburgh.

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Abstract

Like many healthcare organizations today, Magee-Womens Hospital of UPMC (Magee) faces a constant influx of operational challenges and requirements. In this constantly evolving healthcare industry, the creation of a strong culture is more difficult than ever. Another operational challenge, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) forces Magee to focus on specific operational measures that were not previously emphasized. Specifically, the measure of patients’ perceptions of their experience of care. A measure that Magee struggled with was the physical environment, especially its sub-measure of hospital cleanliness. First, this essay discusses the importance of organizational culture in the sustainability of management strategies and details how Magee is currently taking a proactive approach to improving their culture to achieve an environment of service excellence. Then, the essay reports how the author implements a management strategy of patient rounding on six hospital units. Patient rounding occurred three times per week and a total of 12-15 patients per unit were rounded on each day. Patient satisfaction results are analyzed and compared against prior periods of satisfaction results. The outcomes showed improvement in Magee’s HCHAPS cleanliness scores by 1% to 20% and demonstrated that the management strategy of patient rounding can have a positive effect on hospital cleanliness, one parameter of patient satisfaction. Regarding the public health relevance of this paper, patient satisfaction scores are a direct indicator of the perceived experience patients have during their medical stay. The more satisfied patients are with their care experience, the more positive their perception will be of the provision of healthcare, an important part of public health. In addition, studies show that better patient experiences are associated with better health outcomes. Therefore, organizational tools like patient rounding are serving as a new tool to analyze and have a positive impact on the patient experience. With a better perception of the medical care environment and better health outcomes as a result of higher satisfaction, improved satisfaction scores can be a vital component to a healthier patient population.

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Details

Item Type:	Other Thesis, Dissertation, or Long Paper (Master's Thesis)
Status:	Unpublished
Creators/Authors:	Creators Email Pitt Username ORCID Kramer, Adam
Contributors:	Contribution Contributors Name Email Pitt Username ORCID Committee Chair Friede, Sam friede@pitt.edu FRIEDE UNSPECIFIED Committee Member Fisher, Dan dfisher@pitt.edu DFISHER UNSPECIFIED Committee Member Baverso, Lou baversola@mail.magee.edu UNSPECIFIED UNSPECIFIED
Date:	5 April 2016
Date Type:	Publication
Access Restriction:	No restriction; Release the ETD for access worldwide immediately.
Publisher:	University of Pittsburgh
Institution:	University of Pittsburgh
Schools and Programs:	School of Public Health > Health Policy & Management
Degree:	MHA - Master of Health Administration
Thesis Type:	Master's Thesis
Refereed:	Yes
Date Deposited:	07 Sep 2016 16:59
Last Modified:	05 Jul 2022 10:55
URI:	http://d-scholarship.pitt.edu/id/eprint/27494

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