Description of high-quality interventions to improve Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) domains
| Author/year | Setting | Design and size | Domains assessed and descriptions of intervention |
|---|---|---|---|
| O’Leary et al. (2013)7 | Patients admitted to non-teaching hospital service at an academic medical centre in Chicago, Illinois, USA | Pre-post design (N=278 pre vs 186 post) | Communication with Doctors, Overall Hospital Rating: A communication skills training programme for hospitalists. Patients who were discharged from the hospitalist service during the 26 weeks prior to the intervention were compared with those discharged from the hospitalist service during the 22 weeks after the intervention. |
| Wang et al. (2013)8 | Spine surgery patients at an academic medical centre in Pittsburgh, Pennsylvania, USA | Pre-post design (N=273 pre vs 254 after first intervention vs 214 after both interventions) | Communication with Nurses, Communication about Medicines, Discharge Information: First intervention was a ‘surgical flight plan’ to standardise communication to patients; second intervention used ‘SmartRoom’ technology to provide patients with tailored education videos and informed providers of viewing progress. Patients discharged during 3 months prior to interventions were compared with those discharged during 3 months of the first intervention, and then to those discharged during 3 months of both interventions. |
| Amin et al. (2014)9 | All patients at an academic medical centre in Irvine, California, USA | Pre-post design (N=555 pre vs 534 post) | Recommend the Hospital: Care management services were changed from a unit-based to a service-based model, to allow better integration with the care team. HCAHPS comparison was between the diffusion period and the postintervention period. |
| Fornwalt and Riddell (2014)10 | All patients at a general medical and surgical hospital in Birmingham, Alabama, USA | Pre-post design (N not reported) | Communication with Nurses, Communication with Doctors, Responsiveness of Hospital Staff, Pain Management, Communication about Medicines, Discharge Information, Cleanliness of Hospital Environment, Quietness of Hospital Environment, Overall Hospital Rating, Recommend the Hospital: Patients discharged during 9 months of a programme of using flyers describing to patients the state-of-the-art disinfection being used (a portable ultraviolet disinfection system), compared with patients discharged prior 30 months. |
| Simons et al. (2014)11 | Patients on general internal medicine hospitalist and housestaff services at an academic medical centre in Chicago, Illinois, USA | Clustered randomised controlled trial (N=72 control vs 66 intervention) | Communication with Doctors, Overall Hospital Rating: Randomisation was at the unit level. Physicians working on the intervention units received face cards that listed the name and role of attendings, residents and interns. The face cards were directly delivered to patients by physicians who participated in their care. |
| Banka et al. (2015)12 | All patients at an academic medical centre in Los Angeles, California, USA | Pre-post design (N=465 pre vs 528 post) | Communication with Doctors, Recommend the Hospital: Patient satisfaction education was provided to internal medicine residents via a conference, real-time feedback, monthly recognition and a small reward. Patients discharged postintervention were compared with those discharged preintervention, controlling for changes in satisfaction score for non-internal medicine patients. |
| Chan et al. (2015)13 | Patients at a safety net hospital in San Francisco, California, USA | Randomised controlled trial (N=685 total; per arm not reported) | Communication with Nurses, Communication with Doctors, Communication about Medicines, Discharge Information: Patients randomised to intervention with (1) inpatient visits by a language concordance nurse that provided posthospitalisation education and with (2) postdischarge phone call by nurse practitioner were compared with patients who received usual care. |
| Harper et al. (2015)14 | Patients undergoing unilateral hip or knee replacement at a single centre in Boston, Massachusetts, USA | Randomised controlled trial (N=36 in each arm) | Communication with Nurses, Cleanliness of Hospital Environment, Quietness of Hospital Environment, Pain Management, Overall Hospital Rating, Recommend the Hospital: Patients randomised to receive animal-assisted therapy (therapy dogs) compared with patients who did not. |
| Indovina et al. (2015)15 | Patients on general internal medicine service at a university-affiliated public safety net hospital in Denver, Colorado, USA | Randomised controlled trial (N=35 control vs 30 intervention) | Communication with Doctors, Overall Hospital Rating: Patients were surveyed daily regarding physician communication. Attending hospitalist caring for patients randomised to the intervention arm received daily feedback of survey results, as well as brief 1-on-1 education and coaching sessions. They were also asked to revisits patients who did give a top-box score. |
| Siddiqui et al. (2015)16 | All patients at an academic medical centre in Baltimore, Maryland, USA | Pre-post design with concurrent controls (N=1648 pre vs 1373 post) | Cleanliness of Hospital Environment, Quietness of Hospital Environment, Communication with Nurses, Communication with Doctors, Pain Management, Communication about Medicines, Overall Hospital Rating, Recommend the Hospital: Patients discharged from a new clinical building during the first 7.5 months, compared with patients on the same units discharged from the old clinical building during the preceding 12 months. |
| Boissy et al. (2016)17 | All patients at an academic medical centre in Cleveland, Ohio, USA | Observational study with control group (N=230 control vs 204 intervention) | Communication with Doctors: All attending physicians were offered 8 hours of experiential communication skill training. Those who participated were compared with those who did not with regards to how they were evaluated by their patients. |
| Schroeder et al. (2016)18 | Patients on an orthopaedic unit at a community hospital in Johnstown, Pennsylvania, USA | Pre-post design (N not reported) | Pain Management: Developed online learning module for improving pain assessment for postoperative total joint patients. Module was used to educate nursing staff on orthopaedics unit. |
| Soric et al. (2016)19 | Patients on general internal medicine service at a community hospital in Chardon, Ohio, USA | Pre-post design (N not reported) | Communication about Medicines: Intervention consists of pharmacy team (clinical pharmacists, pharmacy resident and pharmacy student) participating in team rounds and providing patient education. Comparison was between patients hospitalised prior to the intervention period to those hospitalised afterwards, though not all patients received intervention. |
| Titsworth et al. (2016)20 | Patients on neurosurgery service at an academic medical centre in Gainesville, Florida, USA | Pre-post design (N not reported) | Pain Management: Interdisciplinary team developed and implemented standard analgesia protocol for neurosurgery patients. |
| Phatak et al. (2016)21 | Patients on general internal medicine services at an academic medical centre in Chicago, Illinois, USA | Pre-post design (N not reported) | Communication about Medicines: Pharmacist intervention for transition of care, including face-to-face medication reconciliation, patient-specific pharmaceutical care plan, discharge counselling and follow-up phone calls. |