When you hear the words “patient experience” it may evoke thoughts of a survey reviewing either your own or a family member’s experience. How would you review, if given the opportunity, a stay in an LTPAC facility? Would you evaluate the care, the environment or physical plant, the caring or education of the staff – or all of the above? What were your expectations? Were they met? No matter to whom you speak, the resident or the family, the constant expressed desire/need is for personalized quality of care. Of course, personalized quality care can be subjective just as a review is subjective.

Quality Care and Patient Experience

Quality Care is measurable with new guidelines but again; do they meet your definition of quality?  As a family member, with my background/knowledge and experience as an RN, having spent most of my professional career in LTPAC, I think I have a broad definition of quality care and shared that with family as we went through the in-patient experience.  One experience I will share was with a family member who was first admitted to a hospital, followed by LTAC and then a post-acute care facility and ultimately onto Hospice services.  Yes, we were involved in each level of the care experience and learned many things along the way (some good and some not so good).  As the nurse in the family, it was understood that I would educate the rest of the family and in many instances take charge or give direction as needed.  So my first order of business was to educate the family that a nice surrounding or physical plant is pleasing, but the care is the most important component. I followed that with my own “quality listing” which includes:

• Care provided by skilled and caring individuals
• Meeting the individual needs of the resident without negative outcomes
• Including the individual and/or person(s) they choose to be included in care decision
• Personalized care – reviewing and planning for needs/preferences, tailoring the plan of care to meet the needs whenever possible
• Maintenance of autonomy/ dignity/ privacy and independence
• Freedom to discuss any issues with whomever was in charge at whichever inpatient part of the stay

There were positives and negatives along the way.  The hospital was at a disadvantage because I know the rules/regulations for LTPAC which, in my opinion, are much tougher than a hospital.  

• No turning plan initiated and a pressure ulcer obtained, making matters worse, they wanted to wait to provide care for several shifts because the skin team was not in until Monday - it was Friday evening (of course that didn’t happen, I told the nurse to call the doctor for the orders needed until the skin team could evaluate).
• They didn’t ensure the safety of the patient - left on a bedside commode without assistance or a call light – for someone with a history of falls.
• Failure to follow-through on discharge planning with family.

The LTAC and LTPAC both had minor issues but were able to resolve them during the stay and were very receptive to the individual’s needs as well as the family.  The Hospice (in LTPAC stay) started out rough with a lack of communication but was quickly resolved.

In all areas and throughout the stay, the family tried to see the positive and give credit to those providing the care - as we know how difficult it was.  We did receive patient experience surveys from the LTPAC and the Hospice both were given positive reviews with minor notes to improve performance which anyone would want if they wish to improve their process.  The hospital never did send a survey, which I can assure you, would have included many areas of improvement listed.  

Regardless of your patient experience, giving the positive feedback and the areas of improvement can only aid in the overall improvement plan that we hope each facility/organization would implement providing a more positive patient experience for all.

Ensure your Quality Care and Patient Experience are the best they can be with the help of Richter Healthcare Consultants - contact us today to learn more about how we can help your team.