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On improving the patient's experience: what matters to you?

Watters, Drake R. (2016) On improving the patient's experience: what matters to you? Master Essay, University of Pittsburgh.

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The cost of healthcare delivery in the United States is an issue that is currently of great concern to policy makers. Since healthcare commands approximately 17.3% of gross domestic product according to The Centers for Medicare and Medicaid Services (CMS), new ways to reduce the burden of cost on the system are always met with scrutiny. However, implementing a “What Matters to You” project to assess the wants and needs of individual patients is a low technology, non-invasive way to help create an ideal experience for those patients. This study addresses the question “Is a better patient experience associated with better clinical, and patient reported outcomes?” The first phase “What Matters to You?” pilot project was implemented at a metropolitan hospital in Pittsburgh Pennsylvania in early March 2015 within a center using the Patient and Family Centered Care (PFCC) model. The project was implemented to assess what matters to patients as they undergo a total hip or knee replacement in order to improve the patient experience throughout every segment of their care utilizing a patient and family centered care approach (PFCC). These segments may include everything from the first phone call to schedule an appointment, through discharge, and into post-operative physical therapy. The cost savings associated with knowing what matters to patients could have significant impact for public health. The over-all findings of this study suggest that patients value outcomes, quality of care/staff, and education before surgery. Moving into the hospital stay, patients value quality of care/staff more. Quality of life is valued more during the first three months following surgery and once they are fully recovered from surgery. Finally, 98% of patients’ had their expectations met when asked about their experiences during a post-operative interview.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Watters, Drake R.
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairJarlenski, MarianMPJ@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberRader, SandraRaders@upmc.eduUNSPECIFIEDUNSPECIFIED
Committee MemberGiarrusso, MichelleMgiarrusso@upmc.eduUNSPECIFIEDUNSPECIFIED
Date: 7 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 Essay
Refereed: Yes
Date Deposited: 07 Sep 2016 17:20
Last Modified: 20 Dec 2018 00:56


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