Media Release

For Immediate Release
October 18, 2004
Contact: William Waters, PhD 401-222-2231

HEALTH Releases Follow-Up Report on Hospital Patient Satisfaction; Hospitals Share Best Practices for Quality Improvement

Today, the RI Department of Health (HEALTH) released a report entitled “Statewide Efforts to Improve Hospital Patient Satisfaction Ratings,” a follow-up study of the second statewide survey on patient satisfaction with hospital services released in October 2003. This report explores differences between minority and non-minority patients and summarizes some best practices for improving the patient’s experience during the admission process.

“This report will help Rhode Islanders evaluate their hospitals’ performance on meeting patients’ felt needs. Patient satisfaction is an important part of high quality health care,” said Patricia A. Nolan, MD, MPH, HEALTH Director. “In this follow-up study we looked closely at the satisfaction of minority patients with hospital services. We also examined why people admitted through the emergency departments of hospitals reported being less satisfied with their inpatient experiences. I believe this data will help patients get better care and will help hospitals identify opportunities for improving the patient care experience in the hospital.”

The study showed that Hispanic and “all minority” patients (but not African-American patients) rated hospital rooms and food items higher than their counterparts. Minority and non-minority patients rated other aspects the care experience about the same.

The report demonstrated that patients in Rhode Island who were admitted through the Emergency Department (ED) had significantly lower ratings of their inpatient experience. The largest difference in scores between ED and non-ED admissions was for “speed of the admission process.” Hospitals are working together to improve the ED admission process. The report includes a summary of best practices submitted by participating hospitals.

"Measuring and improving patient satisfaction has long been a top priority for hospitals in Rhode Island,” said Arthur J. Sampson, Chairman of the HARI Board of Trustees and President and CEO of Newport Hospital. “The sharing of ‘best practices’ will further enable our hospitals to provide the best quality care possible. We are very pleased with the exchange of ideas and the open cooperation among our hospitals."
These reports and other information on quality health care can be viewed at the Department of Health’s website at www.health.ri.gov/chic/performance/. The Rhode Island Health Care Quality Program, developed with the support of hospitals, was enacted in 1998.