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Measure Summary
Title
Inpatient pediatric satisfaction: mean section score for "Overall Assessment" questions on Inpatient Pediatric Survey.
Source(s)
Inpatient pediatric survey. South Bend (IN): Press Ganey Associates, Inc.; 2004. 4 p.

Measure Domain

Primary Measure Domain
Clinical Quality Measures: Patient Experience
Secondary Measure Domain
Does not apply to this measure

Brief Abstract

Description

This measure is used to assess the mean score for the questions in the "Overall Assessment" section of the Inpatient Pediatric Survey.

The "Overall Assessment" section is one of ten sections that comprise the Inpatient Pediatric Survey. Mean section scores are reported for each section of this survey. In addition, an "Overall Facility Rating" score is reported.

Rationale
  1. Patient satisfaction is both an indicator of quality of care, and a component of quality care.

    In 2001, the Institute of Medicine (IOM) advocated a patient-centered model of care (Crossing the Quality Chasm: A New Health System for the 21st Century). In part, this is a reflection of the growing understanding that

    "...patients constantly judge the motives and competence of caregivers through their interaction with them. This judgment is a very personal one, based on perceptions of care being responsive to patients' "individual needs," rather than to any universal code of standards (McGlynn, 1997). When these individual needs are perceived as being met, better care results. Lohr (1997) notes: "Inferior care results when health professionals lack full mastery of their clinical areas or cannot communicate effectively and compassionately." In short, when patients perceive motives, communication, empathy, and clinical judgment positively, they will respond more positively to care...Sobel (1995) claims that improved communication and interaction between caregiver and patient improves actual outcome. Donabedian (1988) notes that "...the interpersonal process is the vehicle by which technical care is implemented and on which its success depends" (from Press [2002] Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care, Health Administration Press).

    It is clear that patients quite actively evaluate what is happening to them during the experience of care. The degree to which the patient judges the care experience as satisfactory "...is not only an indicator of the quality of care, but a component of quality care, as well" (Press, 2002).

    Patient Satisfaction has been linked to the following clinical outcomes: Clinical Quality (e.g., Hemoglobin A1c levels, cholesterol levels, lower bed disability days); Chronic Disease Control; Compliance; Drug Complications; Quality of Life; Emotional Health Status; Mental Health; Physical Functioning; Physical Health Status; Post-Surgery Complications; Post-Surgery Recovery Times; Risk-Adjusted Mortality Rates; Unexpected Mortality; and Work Effectiveness (Clark, Drain, Malone, 2004).

  2. In addition to its connection to quality of care and clinical outcomes, Patient Satisfaction has been linked to the following:
    • Topline (Revenue): Loyalty; Volume; Physician Satisfaction; Patient's Trust in Provider; Retention; Employee Satisfaction
    • Bottomline (Expenses): Reduction in Expenses; Reduction in Length of Stay; Reduction in Complaints; Reduction in Malpractice Claims; Direct Measures of Financial Performance (e.g., bond rating, core margin, earnings per adjusted admission, market share, net margin, profit margin) (Clark, Drain, Malone, 2004)
Primary Health Components

Inpatient satisfaction

Denominator Description

Parents of patients with an inpatient pediatric care admission discharged during the reporting period who answered at least one question in the "Overall Assessment" section of the Inpatient Pediatric Survey. All deceased patients and newborns are excluded from sampling.

Numerator Description

The mean of all the parents' scores for the questions from the "Overall Assessment" section of the Inpatient Pediatric Survey

Refer to the "Press Ganey's Inpatient Pediatric Survey: Calculation of Scores Information" document listed in the "Companion Documents" field for additional details.

Evidence Supporting the Measure

Type of Evidence Supporting the Criterion of Quality for the Measure
  • A formal consensus procedure, involving experts in relevant clinical, methodological, public health and organizational sciences
  • A systematic review of the clinical research literature (e.g., Cochrane Review)
  • Focus groups
  • One or more research studies published in a National Library of Medicine (NLM) indexed, peer-reviewed journal
Additional Information Supporting Need for the Measure

Unspecified

Extent of Measure Testing

Psychometric testing of the survey, which was released in 1998, revealed the instrument to be valid and reliable, and to be a significant predictor or theoretically important outcomes such as the respondent's stated likelihood of recommending the hospital to others. Results of factor analysis of the instrument indicate a high degree of construct validity. Each item loaded most highly with its theoretically expected factor, and the factors identified mirror the subscales of the survey. In addition, Cronbach alpha (a measure of internal consistency or reliability) for the entire measure was .98 (with individual subscale alphas ranging from .65 to .95), confirming the instrument's high internal consistency and reliability. Moreover, multiple regression analyses showed that the survey items accounted for 78% of the variance in the families' stated likelihood to recommend the hospital to others (F44,342 = 30.95, P less than .01; Adjusted R2 = 0.78).

Refer to "Pediatric Inpatient Questionnaire: Psychometrics" document in the "Companion Documents" field for further information.

Evidence for Extent of Measure Testing
Miceli PJ, Clark PA. Your patient--my child: seven priorities for improving pediatric care from the parent's perspective. J Nurs Care Qual. 2005 Jan-Mar;20(1):43-53; quiz 54-5. [36 references] PubMed External Web Site Policy

State of Use of the Measure

State of Use
Current routine use
Current Use
Internal quality improvement

Application of the Measure in its Current Use

Measurement Setting
Hospital Inpatient
Professionals Involved in Delivery of Health Services
Does not apply to this measure (e.g., measure is not provider specific)
Least Aggregated Level of Services Delivery Addressed
Single Health Care Delivery or Public Health Organizations
Statement of Acceptable Minimum Sample Size
Unspecified
Target Population Age

Age less than 21 years

Target Population Gender
Either male or female

National Strategy for Quality Improvement in Health Care

National Quality Strategy Aim
Better Care
National Quality Strategy Priority
Person- and Family-centered Care

Institute of Medicine (IOM) National Health Care Quality Report Categories

IOM Care Need
End of Life Care
Getting Better
Living with Illness
IOM Domain
Patient-centeredness

Data Collection for the Measure

Case Finding Period

The reporting period

Denominator Sampling Frame
Patients associated with provider
Denominator (Index) Event or Characteristic
Institutionalization
Patient/Individual (Consumer) Characteristic
Denominator Time Window
Does not apply to this measure
Denominator Inclusions/Exclusions

Inclusions
Parents of patients with an inpatient pediatric care admission discharged during the reporting period who answered at least one question in the "Overall Assessment" section of the Inpatient Pediatric Survey

Exclusions
All deceased patients and newborns are excluded from sampling.

Exclusions/Exceptions
Does not apply to this measure
Numerator Inclusions/Exclusions

Inclusions
The mean of all the parents' scores for the questions from the "Overall Assessment" section of the Inpatient Pediatric Survey

Refer to the "Press Ganey's Inpatient Pediatric Survey: Calculation of Scores Information" document listed in the "Companion Documents" field for additional details.

Exclusions
Unspecified

Numerator Search Strategy
Fixed time period or point in time
Data Source
Administrative clinical data
Patient/Individual survey
Type of Health State
Does not apply to this measure
Instruments Used and/or Associated with the Measure

Inpatient Pediatric Survey

Computation of the Measure

Measure Specifies Disaggregation
Does not apply to this measure
Scoring
Composite/Scale
Mean/Median
Interpretation of Score
Desired value is a higher score
Allowance for Patient or Population Factors
Analysis by subgroup (stratification by individual factors, geographic factors, etc.)
Description of Allowance for Patient or Population Factors

Data may be reported out separately for various kinds of patient groups at the client's request.

Standard of Comparison
External comparison of time trends
Internal time comparison

Identifying Information

Original Title

Inpatient Pediatric Survey, Overall Assessment.

Submitter
Press Ganey Associates, Inc. - For Profit Organization
Developer
Press Ganey Associates, Inc. - For Profit Organization
Funding Source(s)

Press Ganey Associates, Inc.

Composition of the Group that Developed the Measure

Patients, providers, administrators, physicians, existing clients, Press Ganey Associates, Inc. employees

Financial Disclosures/Other Potential Conflicts of Interest

None known

Adaptation

This measure was not adapted from another source.

Date of Most Current Version in NQMC
2005 Jan
Measure Maintenance

Unspecified

Date of Next Anticipated Revision

Unspecified

Measure Status

This is the current release of the measure.

The measure developer reaffirmed the currency of this measure in April 2014.

Source(s)
Inpatient pediatric survey. South Bend (IN): Press Ganey Associates, Inc.; 2004. 4 p.
Measure Availability

The individual measure, "Inpatient Pediatric Survey, Overall Assessment," is published in the "Inpatient Pediatric Survey."

For further information, contact: Press Ganey, 404 Columbia Place, South Bend, Indiana 46601; telephone: 800-232-8032; fax: 574-232-3485; e-mail: rwolosin@pressganey.com; Web site: www.pressganey.com External Web Site Policy.

Companion Documents

The following is available:

  • Press Ganey's inpatient pediatric care study: calculation of scores information. South Bend (IN): Press Ganey Associates; 3 p.
  • Pediatric inpatient questionnaire: psychometrics. South Bend (IN): Press Ganey Associates, Inc.; 1999. 7 p.

For further information, contact: Press Ganey, 404 Columbia Place, South Bend, Indiana 46601; telephone: 800-232-8032; fax: 574-232-3485; e-mail: rwolosin@pressganey.com; Web site: www.pressganey.com External Web Site Policy.

NQMC Status

This NQMC summary was completed by ECRI on February 27, 2006. The information was verified by the measure developer on March 6, 2006. This NQMC summary was retrofitted into the new template on July 7, 2011. The information was reaffirmed by the measure developer on April 29, 2014.

Copyright Statement

© PRESS GANEY ASSOCIATES, INC. All Rights Reserved

All inquiries regarding the measure should be directed to the Press Ganey Web site External Web Site Policy or e-mail Robert Wolosin, Ph.D. at rwolosin@pressganey.com.

Disclaimer

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The National Quality Measures Clearinghouse™ (NQMC) does not develop, produce, approve, or endorse the measures represented on this site.

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