Patient SatisfActive®

Background

The Patient SatisfActive Model’s primary aim is to incorporate a patient-centered care approach into clinicians’ daily routine, promote dignity and respect, and improve patient/family experience in real-time. The Model is a proactive, structured intervention that aims to improve:

• Communication between clinicians and patients/families.
• Attentiveness of clinicians to patient/family’s needs, concerns and expectations.
• Engagement of patients/families in decision-making.

The Model supports clinicians to ask about and respond to patient/family needs, concerns, expectations, and perceptions at admission, on a daily basis, and at transfer or discharge. Furthermore, the Model promotes a culture of patient-centered care by raising clinician awareness and providing them with adequate training on patient-centered care, patient experience, and engagement. In this study, the Model will specifically set the stage for the technology interventions by this creating a culture of patient-centered care in the intervention units.

The Patient-SatisfActive® Model has been already tested in two trials in medical and surgical units at tertiary care hospitals. In both studies the model substantially improved overall patient satisfaction and increased the extent to which patient expectations were met during hospitalization. Recently, the Model has been also implemented in 4 medical intensive care and oncology units at Brigham and Women’s Hospital and is being refined to be implemented in medicine units throughout the hospital.

This project is supported by grant number P30HS023535 from the Agency for Healthcare Research and Quality. The content is solely the responsibility of the authors and does not necessarily represent the official views of the Agency for Healthcare Research and Quality. | © 2015