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Patient experience at UPMC Children's Hospital of Pittsburgh Ambulatory Department

Pallapolu, Manasa (2019) Patient experience at UPMC Children's Hospital of Pittsburgh Ambulatory Department. Master Essay, University of Pittsburgh.

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In healthcare, there is a push towards value-based payment model instead of the fee-for-service model that has been utilized. Healthcare organizations are expected to survey their patients in order to receive maximum payments from payers. Along with payment, providers and hospitals are being compared to each other so there is additional pressure to improve the patient experience to increase patient volume. Patients, for the most part, have the opportunity to pick their provider and health facility so they are more likely to pick the option that yields better results. The Agency for Healthcare Research and Quality (AHRQ) oversees the Consumer Assessment of Healthcare Providers and Systems (CAHPS). AHRQ’s goal is to have standardized surveys that are distributed to providers in order to effectively compare providers to each other.
UPMC Children’s Hospital of Pittsburgh is one of more than 40 hospitals in the University of Pittsburgh Medical Center (UPMC) system. Its Ambulatory Department is utilizing the CAHPS Clinical & Group Survey and Press Ganey Associated Inc. to gather unbiased feedback from patients. The Ambulatory Department leadership team is consistently assessing its department for areas for improvement. Currently, the department is working towards a variety of initiatives aimed at improving the patient experience including utilizing medical scribes, a centralizing their call center and improving space utilization. The author assessed current patient satisfaction scores and how they compare nationally and recommended potential areas for improvement. The recommendations include rounding on patients, coaching for increasing staff engagement and setting expectations for staff behavior. Overall, UPMC Children’s Hospital of Pittsburgh is making large strides to improving the overall experience of their patients and families. The public health significance of patient experience is that it is a part of the Institute for Healthcare Improvement Triple Aim and correlated to higher quality of care. The Triple Aim is a framework that optimizes the health system performance and incorporates improving the patient experience and improving health of the population and reducing the cost of healthcare.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Pallapolu, Manasamap357@pitt.edumap257
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairFriede, Samuelfriede@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberTerry, Martha Annmaterry@pitt.eduUNSPECIFIEDUNSPECIFIED
Committee MemberLackos, Alexandralackosam@upmc.eduUNSPECIFIEDUNSPECIFIED
Date: 17 April 2019
Date Type: Submission
Submission Date: 10 April 2019
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Number of Pages: 31
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Health Services Administration
Degree: MHA - Master of Health Administration
Thesis Type: Master Essay
Refereed: Yes
Uncontrolled Keywords: patient experience
Date Deposited: 08 Oct 2019 21:50
Last Modified: 08 Oct 2019 21:50


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