Monday, April 2, 2012

Better quality hurts patient experience

It may seem counterintuitive, but adopting mandated quality measures could hurt patient experience--at least in the short-term, according to a study scheduled for publication in Manufacturing & Service Operations Management.
Calling it a "tradeoff," Ohio State University research shows a negative link between clinical quality and a patient's hospital experience after implementing quality strategies to meet state or federal requirements.
Researchers surveyed directors of quality or chief nursing officers at 284 hospitals in 44 states about their adherence to guidelines from the Centers for Medicare & Medicaid Services, as well as state patient safety guidelines, mandated in 2003. The researchers weren't surprised to find that implementing techniques to reduce medical errors and improve patient safety did, in fact, improve outcomes. However, they unexpectedly found that "these improvements sometimes came at the expense of the quality of the patient experience," according to a research announcement.


Read more: Better quality hurts patient experience - FierceHealthcare http://www.fiercehealthcare.com/story/quality-measures-can-worsen-patient-experience/2012-04-02?utm_medium=nl&utm_source=internal#ixzz1quh2p3r8
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