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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