Patient Shadowing Program: Identifying Quality Improvement Opportunities to Achieve the Perfect Patient Experience
Project Description: Research shows continuous review of patient experience across the continuum of care improves patient experience metrics. Our program implements quality improvement initiatives and provides support for two academic departments, several ambulatory settings, medical-surgical units, and intensive care units using a team of undergraduate and graduate students. To better serve the patient population and identify areas of improvement within the health system, our program developed a patient shadowing program based on the Institute of Medicine’s (IoM) STEEP model (safety, timeliness, effectiveness, efficiency, patient-centeredness). The shadowing program assesses patient experiences across the continuum of care using quantitative, qualitative, and time-lapse analysis. Utilizing pre-health students to accompany patients and their caregivers to various care encounters, their observations has led to the recognition of obstacles within our health system that may not have otherwise been evident. Standard quality improvement methodology, namely Plan-Do-Study-Act (P-D-S-A) was used to develop and continuously adapt the materials, data collection, and overall process of the patient shadowing program. This process was developed within our academic departments to deploy in the ambulatory setting initially and then spread to the inpatient settings. The initial pilot program began in the summer of 2017 and included 16 patients throughout their entire care experience within a 3-month period. To date, the program has conducted 25 additional patient shadowing encounters within the first 3 weeks of CY 2018 and continues to collect encounters. The students complete observation forms using a Likert-type scale (quantitative), free response (qualitative), and time-stamped data across every new encounter. This form evaluates the IoM STEEP metrics of: safety, timeliness, effectiveness, efficiency, and patient centeredness. This includes environmental issues and staff and clinician interactions.
QPI: Michael, Kramer, (email@example.com)
Collaborators: Hannah, Fulmer, (firstname.lastname@example.org); Jean, Saltivan, (email@example.com); Michael, Kramer, (firstname.lastname@example.org)
Advisors: Jacqueline, Baron Lee, (email@example.com)
UF Health Big Aims: Increase Value None