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Improving Inpatient Belonging Process to Eliminate Reimbursement Costs and Improve Patient Satisfaction

Marzano, Stephen (2022) Improving Inpatient Belonging Process to Eliminate Reimbursement Costs and Improve Patient Satisfaction. Master Essay, University of Pittsburgh.

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UPMC Presbyterian Shadyside is a two-hospital campus, including a Level I trauma center and another 500-bed hospital in Pittsburgh, PA. The hospitals combined to spend $50,975.82 in 2020 in reimbursements for lost patient belongings in the hospitals. Belongings are broadly defined as items that are not considered valuable, but valuable items such as clinical items also tend to be bundled into this definition. Through interviews with key departmental leaders, a staff survey completed by 57 employees involved with patient belongings, and process analysis, the root causes of process deficiencies were analyzed to develop opportunities for improvement. Through the measurement and assessment of the process, it was made apparent that nurses are often untrained, or too busy, to document patient belongings, and that there is uncertainty at multiple levels regarding who is responsible for keeping track of belongings. In order to create a long-term solution to these problems, it was recommended that the hospitals develop a specific and standardized set of procedures to handle patient belongings, incorporate common belongings, including denture, hearing aids and eyeglasses, onto the communication boards in patient rooms, and add visible storage spaces in patient rooms to house these items so they will be easily found if forgotten. This project is important to public health because the hospital industry is continually shifting toward quality metrics for reimbursements instead of traditional fee-for-service models. These interventions improve communication with patients and improve patient satisfaction, both of which are incorporated into national quality metrics.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master Essay)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Marzano, Stephensrm122@pitt.edusrm122
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairFisher, Danieldfisher@pitt.edudfisherUNSPECIFIED
Committee MemberKimpel, Jamesjfkimpel@katz.pitt.edujfkimpelUNSPECIFIED
Committee MemberZell, Kathleenzellka@upmc.eduUNSPECIFIEDUNSPECIFIED
Date: 16 May 2022
Date Type: Completion
Submission Date: 13 April 2022
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Number of Pages: 37
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
Uncontrolled Keywords: belongings, valuables, six sigma, lean, patient satisfaction, patient experience
Date Deposited: 16 May 2022 18:08
Last Modified: 16 May 2022 18:08


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