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Summer 2013 10 Questions .... Incident Reporting Page 6 Out & About .... Destination Spa Therapy Page 10 Diversity at UCSF Page 18 The Residents sue in this issue Excellence in Communication 1 Incentive Update 4 10 Questions 6 Incident Reporting SFGH 8 Incident Reporting SFVA 9 Out and About 10 Lean Launchpad 11 CTSI Update 13 Mindfulness Exercises 14 Radiology Tips 16 Patient Safety Bulletin 17 Diversity at UCSF 18 GME Diversity Update 19 Housestaff Awards 20 GME Cypher 24 Sustainability Box 24 1 Report The Patient and Family Experience at UCSF: Achieving Excellence in Communication By Diane Sliwka, MD Associate Professor Department of Medicine, UCSF The Institute of Medicine defines quality medical care as “patient centered” in addition to safe, equitable, timely, effective and efficient. Improved healthcare provider communication with patients has been shown to improve many facets of care including: patient safety, compliance with plan of care, patient anxiety, readmissions to the hospital, malpractice claims, and clinical outcomes. In improving the value hospitals provide to patients, the Centers for Medicare and Medicaid Services now use patient feedback data to determine reimbursement to hospitals as part of a greater “value based purchasing” program, further compelling improvement in this area. As healthcare providers, we play an integral role in the patient and family experience. What are patients asked? Patients give feedback about physician care by a survey that is mailed following any medical encounter. Currently, inpatient physician care is rated based on what percent of patients answer “always” to the following questions: How often did doctors 1) treat you with courtesy and respect? 2) listen carefully to you? 3) explain things in a way you could understand? Improvement depends largely on moving the answer from “usually to always.” Continued on page 2

Residents Report - Summer 2013

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