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Improvement of patient experience of care through updated environmental services communications at UPMC Mercy Hospital

Finkelstein, Evan (2017) Improvement of patient experience of care through updated environmental services communications at UPMC Mercy Hospital. Master Essay, University of Pittsburgh.

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A hospital stay can be a trying and frightening event for patients and their families. As a result, it is often hard to devise effective means of communication for patients and visitors during an inpatient stay. This gap in effective communication leads to dissatisfaction and frustration from patients. To combat this, a simple new table tent card was created to be given to patients after a room cleaning as a pilot to answer commonly asked questions by patients, and updated scripting was created to assist environmental services staff as they delivered the new cards. The cards were distributed across two floors over six weeks and environmental services staff performed 80 patient interviews to assess the impact of the cards. Of those interviewed, 57% remembered the card and 38% read the card. Of those who read the card, 100% were able to recall something from it. This retention rate is promising and offers insight as to how best connect with patients during inpatient stays. This study is relevant to public health due to its direct impact on patient experience in a hospital setting.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Finkelstein, Evanerf35@pitt.eduerf35
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairRohrer, Williamwmrun@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberDeAlmeida, Dilharidrd7@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberHogan, JasonHoganjc@upmc.eduUNSPECIFIEDUNSPECIFIED
Date: April 2017
Date Type: Submission
Number of Pages: 30
Institution: University of Pittsburgh
Schools and Programs: Graduate School of Public Health > Health Policy & Management
Degree: MHA - Master of Health Administration
Thesis Type: Master Essay
Refereed: Yes
Article Type: Essay
Date Deposited: 14 Jul 2017 18:46
Last Modified: 14 Jul 2017 18:46


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