Homeless Patient Satisfaction Survey Implementation at Hawai'i Homeless Healthcare Hui (H4)

Abstract

Problem Statement: Individuals experiencing homelessness are at increased risk for incurringmultiple health risks. Addressing this public health concern is multi-faceted and one area of importance is understanding the perspectives and experiences that they have had with their care. Patient satisfaction surveys are a commonly used tool to assess this, but often there is a lack of surveys done by those specifically experiencing homelessness. Purpose: To bridge that gap, a patient satisfaction pilot study was implemented at the newlyopened Hawaii Homeless Healthcare Hui medical respite facility. The pilot survey project is unique in that the organization has not done patient satisfaction surveys before. Methods: The survey tool developed included modified questions/items from studies thatmeasured satisfaction with care among a homeless population in a similar setting. The 15-item survey given to patients of the H4 medical respite floor included statements that addressed the following subscales: Respect, Inclusion, Trust, Commitment, Access, Mental Health, Physical Care, Illness Prevention, Lifestyle, and Referral. A patient post-survey and post-implementation staff feedback survey was given to gain insight on how to improve the survey tool and process. Results: A total of eight patients participated in the survey with a 100% response rate and datashows that participants experienced high levels of satisfaction with care. A total of 16 staff members of varying roles participated in a post-implementation survey with a 100% response rate. Results from staff surveys show that the survey process is sustainable and important to continue to achieve the goals of providing quality, efficient, and cost-effective care. Discussion: Information obtained from patient satisfaction surveys will aid the nurse practitioner'srole as a provider and health advocate in providing quality care to the most vulnerable patient populations.