PGY-3 Pediatrics Resident Harbor-UCLA Medical Center Carson, California, United States
Background: Eliciting feedback on patient and family experiences is critical to ensuring high-quality patient and family-centered care. While the Harbor UCLA Medical Center (HUMC) utilizes the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey for hospitalized patients 18 years and older, little is known about the experience of hospitalized pediatric patients and their families. As such, a 21-question survey adapted from Child HCAHPS was developed to elicit feedback from English and Spanish-speaking patients and families. Paper survey distribution began in June 2022, however minimal responsiveness was noted, with a 10% response rate. Objective: Our goal is to increase survey distribution to >75% of discharged families by February 2024. Design/Methods: Baseline data was collected from June 2022 to February 2023. Using a fishbone diagram, our study team looked at barriers to survey responsiveness and found that distribution of surveys by nursing at time of discharge was a major barrier to survey completion. Using multiple plan, do, study, act (PDSA) cycles, we introduced the following interventions to increase the rate of survey distribution by nurses: a paper log maintained by nursing staff to record survey distribution rates; transition to an electronic format of survey distribution via iPad; incentivizing nursing staff through creation of a competition between nursing teams; presenting survey distribution rates by each nursing team at the pediatric ward’s weekly visual management board; and calling the day and night shift charge nurse to explore barriers to survey distribution. Future interventions will explore utilizing the electronic medical record to standardize distribution of surveys into the nursing discharge workflow. Survey distribution rates are tracked weekly and will continue until February 2024. As there are more than 12 periods of data, we will analyze data using a “p” (proportion) chart, a statistical process control (SPC) chart that analyzes variation in proportions over time. This will be generated using QI Macros.
