Feeling Heard and Understood: A Patient-Reported Quality Measure for the Inpatient Palliative Care Setting

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• 作者：Robert Gramling ; MD ; DSc^a ; ^{Robert_Gramling@URMC.Rochester.edu" class="auth_mail" title="E-mail the corresponding author} ; Susan Stanek ; RN ; MS^a ; Susan Ladwig ; MPH^a ; Elizabeth Gajary-Coots ; RN ; MA^a ; Jenica Cimino ; BA^b ; Wendy Anderson ; MD ; MS^b ; Sally A. Norton ; PhD ; RN^a ; ; the AAHPM Research Committee Writing GroupRebecca A. Aslakson ; MD ; PhD ; Katherine Ast ; MSW ; LCSW ; Ronit Elk ; PhD ; Kimberly K. Garner ; MD ; Corita Grudzen ; MD ; MSHS ; Arif H. Kamal ; MD ; MHS ; Sangeeta Lamba ; MD ; MSHPEd ; Thomas W. LeBlanc ; MD ; MA ; Ramona L. Rhodes ; MD ; MPH ; Eric Roeland ; MD ; Dena Schulman-Green ; PhD ; Kathleen T. Unroe ; MD ; MHA
• 关键词：Quality improvement ; quality indicators ; palliative care ; communication ; quality of care
• 刊名：Journal of Pain and Symptom Management
• 出版年：2016
• 出版时间：February 2016
• 年：2016
• 卷：51
• 期：2
• 页码：150-154
• 全文大小：100 K

文摘

As endorsed by the palliative care “Measuring What Matters” initiative, capturing patients' direct assessment of their care is essential for ongoing quality reporting and improvement. Fostering an environment where seriously ill patients feel heard and understood is of crucial importance to modern health care.

Objectives

To describe the development and performance of a self-report field measure for seriously ill patients to report how well they feel heard and understood in the hospital environment.

Methods

As part of a larger ongoing cohort study of inpatient palliative care, we developed and administered the following point-of-care item: “Over the past two days, how much have you felt heard and understood by the doctors, nurses and hospital staff?” (completely, quite a bit, moderately, slightly, not at all). Participants completed the measure before and the day after palliative care consultation. For the postconsultation version, we changed the time frame from “past two days” to “today.”

Results

One hundred sixty patients with advanced cancer completed the preconsultation assessment, and 87% of them completed the postconsultation version. Responses encompassed full use of the ordinal scale, did not exhibit ceiling or floor effects, and showed improvement from preassessment to postassessment. The item was quick to administer and easy for patients to complete.

Conclusion

The “Heard & Understood” item is a promising self-report quality measure for the inpatient palliative care setting.