PMID- 24481052
OWN - NLM
STAT- MEDLINE
DCOM- 20150105
LR  - 20211203
IS  - 1464-3677 (Electronic)
IS  - 1353-4505 (Linking)
VI  - 26
IP  - 2
DP  - 2014 Apr
TI  - The association of hospital quality ratings with adverse events.
PG  - 129-35
LID - 10.1093/intqhc/mzt092 [doi]
AB  - OBJECTIVE: To understand how patient-reported quality is related to adverse 
      events (AEs). DESIGN: Random sample telephone survey. SETTING: Sixteen acute care 
      Massachusetts hospitals. PARTICIPANTS: Two thousand and five hundred and 
      eight-two of 4163 (62% response rate) eligible adult patients. MAIN OUTCOME 
      MEASURES: Patients hospitalized from 1 April 2003 to 1 October 2003 provided 
      global quality ratings and whether they experienced AEs. Service recovery, 
      defined as efforts by a service provider to return customers to a state of 
      satisfaction after a lapse in service, was operationalized as high participation 
      in one's care, timely discharge and disclosure of the circumstances of an AE. 
      RESULTS: Of respondents, 82% rated the quality as high and 23% reported one or 
      more AEs. Patients with no AEs gave higher quality ratings (85 vs. 77 or 62% for 
      patients with 1 or 2+ AEs, respectively, P < 0.001). Patients were more likely to 
      rate the quality high if they reported high participation (86 vs. 53%), or felt 
      discharge timing was just right (85 vs. 64%); for those with AEs, ratings were 
      higher among those reporting disclosure (82 vs. 66%) (all P < 0.01). In adjusted 
      analyses, patients with AEs experiencing all three service recovery components 
      rated their quality higher (86 vs. 68%, P < 0.01). CONCLUSIONS: Patients with AEs 
      rate the quality of care lower than others. However, patients with AEs who 
      experienced 'service recovery' as we defined it rated their quality of care at 
      levels similar to those who did not experience AEs. Hospitals seeking to improve 
      quality ratings might consider efforts to ensure patient safety and to address 
      AEs in a transparent and responsive way.
FAU - Weissman, Joel S
AU  - Weissman JS
AD  - Center for Surgery and Public Health, Boston, MA, USA. jweissman@partners.org.
FAU - Lopez, Lenny
AU  - Lopez L
FAU - Schneider, Eric C
AU  - Schneider EC
FAU - Epstein, Arnold M
AU  - Epstein AM
FAU - Lipsitz, Stu
AU  - Lipsitz S
FAU - Weingart, Saul N
AU  - Weingart SN
LA  - eng
PT  - Journal Article
PT  - Research Support, U.S. Gov't, P.H.S.
DEP - 20140130
PL  - England
TA  - Int J Qual Health Care
JT  - International journal for quality in health care : journal of the International 
      Society for Quality in Health Care
JID - 9434628
SB  - IM
MH  - Adult
MH  - Disclosure
MH  - Female
MH  - Health Care Surveys
MH  - Health Status
MH  - Hospital Administration/*statistics & numerical data
MH  - Humans
MH  - Male
MH  - Massachusetts
MH  - Middle Aged
MH  - Patient Participation
MH  - Patient Satisfaction/*statistics & numerical data
MH  - Quality Indicators, Health Care/statistics & numerical data
MH  - Quality of Health Care/*statistics & numerical data
MH  - Racial Groups
OTO - NOTNLM
OT  - adverse events
OT  - measurement of quality
OT  - patient safety
OT  - quality indicators
EDAT- 2014/02/01 06:00
MHDA- 2015/01/06 06:00
CRDT- 2014/02/01 06:00
PHST- 2014/02/01 06:00 [entrez]
PHST- 2014/02/01 06:00 [pubmed]
PHST- 2015/01/06 06:00 [medline]
AID - mzt092 [pii]
AID - 10.1093/intqhc/mzt092 [doi]
PST - ppublish
SO  - Int J Qual Health Care. 2014 Apr;26(2):129-35. doi: 10.1093/intqhc/mzt092. Epub 
      2014 Jan 30.