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Customer Overview
The Bone and Joint Center
UPMC Magee-Womens Hospital
Pittsburgh, PA, USA
- Located in a world-class women's hospital, this program adds value to the larger organization through treatment of arthritis and hip, knee, and back pain.
- At the beginning of this project, the Bone and Joint Center was already performing in the top tier with programs similar to it.
- The program utilizes a patient-centered approach to increase efficiency, reduce cost, and maintain high patient and family satisfaction.
Hosted by the doctors and staff at the Bone and Joint Center (BJC) at UPMC Magee-Womens Hospital, the Patient Reunion allows former BJC patients to reconnect with their doctors and care team members. All proceeds from the event will be used to support patients in need in Antigua, Guatemala during the Operation Walk Pittsburgh 2022 mission.
The goal of this WMTY survey is to provide the doctors and care team a better understanding of the patient pathway and gain valuable insight from patients that have already lived the surgical experience for future patients. This information goes on to inform action plans and strategic decision-making for iterative process improvement for the next two years.
Patient surveys containing two freeform questions: (1) “What information do you wish you had known prior to surgery?” and (2) “What is one piece of advice you would give to a patient prior to surgery?” were distributed on the day of the patient reunion. Results of the survey were analyzed and areas for educational improvement were identified.
Prior to surgery, I was told everything I needed to know from the doctors. Dr. DiGioia performed my first knee replacement, and Dr. Hamlin for my second knee. I am 84 years old and I feel 50. I can do everything. Steps are no problem at all. I can dance and kneel at church. Thank you for my great life.
Results:
This survey gave patients the opportunity to tell the care team what matters most in a non-standardized way. The care team was interested in what information patients wish they had known before receiving surgery and also what advice the patient would give to someone that is going to receive the surgery.
When asked “What information do you wish you had known prior to surgery?,” 37.14% of patients indicated that they felt that all information was well explained. Receiving information beforehand allowed patients to feel more comfortable heading into their procedure.
When asked “What is one piece of advice you would give to a patient prior to surgery?,” 39.5% of patients mentioned the importance of exercise and/or rehab in the recovery process, while 21.62% of patients indicated that they wish they would have gotten the surgery earlier, or not hesitated to receive the surgery.
Other results varied, but included how patients are happy that they received their surgery at the Bone and Joint Center, as well as the importance of asking questions.
The collection of this information gave the BJC real-time feedback to discover how processes can be improved.
