An Innovational Model to Manage Patient Expectations and Improve Patient Satisfaction: An Intervention Study

Summary

This new model to manage patient expectations was developed based on our international study conducted in four countries. The model is designed to address the main issues that lie at the core of initiatives to manage patient expectations and improve patient satisfaction. It is a structured interventional set of activities, which gives the clinician an opportunity to meet patient expectations and needs and thereby, improve patient satisfaction.

The interventional model comprise teachable-learnable communicative steps occurring between the clinician and the patient which are: Gather information on the patient's expectations and perception of the hospitalization, Respond, Provide relevant information and Document the intervention.

The intervention includes all frontline care givers; however, most of the activities will be done by the nursing staff. The set of activities will be executed by the nurses at three separate periods of time during the patient's hospitalization: time of admission, intermediate time and at time of discharge.

The study is based on the hypothesis that a structured interventional model will significantly improve patient satisfaction during hospitalization.

Conditions

• Patient-Centered Care
• Patient Satisfaction

Interventions

OTHER

PSactive model

The model is designed to address the main issues that lie at the core of initiatives to manage patient expectations and improve patient satisfaction. It is a structured interventional set of activities, which gives the clinician an opportunity to meet patient expectations and improve patient satisfaction. The interventional model is comprised of teachable-learnable interpersonal communicative steps occurring between the clinician and the patient which are: Gather information on the patient's expectations and perception of the hospitalization, respond, provide relevant information and document the intervention.

OTHER

No treatment

Patients in this arm receive the usual routine in the department.

Sponsors & Collaborators

• University of Aarhus

  lead OTHER

• Aarhus University Hospital

  collaborator OTHER

Principal Investigators

• Ronen Rozenblum, PhD · Division of General Internal Medicine, Brigham and Womens Hospital, Harvard Medical School, 1620 Tremont Street, BS-3, Boston 02120, USA

Study Design

Allocation

NON_RANDOMIZED

Purpose

HEALTH_SERVICES_RESEARCH

Masking

NONE

Model

PARALLEL

Eligibility

Min Age

18 Years

Sex

ALL

Healthy Volunteers

No

Timeline & Regulatory

Start

2012-03-31

Primary Completion

2012-10-31

Completion

2012-10-31

Countries

• Denmark

Study Locations