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Focus groups, surveys give hospitals first-hand ideas for improvements

Patient Access Weekly Advisor, May 30, 2007

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Are you looking for innovative ways to improve the patient experience at your hospital? Go right to the source.

Officials at the University of Pittsburgh Medical Center (UPMC) receive feedback from volunteers on advisory panels who conduct focus groups within the hospital, and also from some patients, who keep journals of their hospital experiences.

These efforts have revealed a number of unforeseen patient concerns, such as noisy trash removal and rude physicians.

UPMC is just one of many organizations who survey former inpatients about such things as how often medical staff treated them with courtesy and respect, how well medical staff controlled their pain, and whether they would recommend the hospital to others.

Much of this data will be posted on www.hospitalcompare.hhs.gov by early next year so that consumers can research which hospital to visit for care.

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