VHA Study Finds Consumers Are Positioned to Drive Healthcare Quality

IRVING, Texas -- The cost of healthcare is still important to consumers, but its importance is declining. Clinical quality, however, is a consumer issue that has almost doubled in importance in the last year, as indicated by recent research conducted by VHA Inc. The study found that consumers are very decisive about the quality and type of health care they expect.

"Our study shows that consumers want clear and constant communication with physicians and hospital staff, and they want a safe, patient-focused hospital in which to receive care," said Ken Smithson, MD, vice president, clinical research at VHA. "Consumers are going to define the health care model of the future. Also, they will demand better care from hospitals and physicians because consumers will be shouldering a larger potions of the bill."

VHA's study, "Consumers Look at Clinical Quality: Beyond Bricks and Mortar," is part of a quality research series. According to the VHA research, consumers define clinical communication and clinical quality as including: a focus on keeping patients and their families fully informed throughout the process of care; a comprehensive approach to patient care that relies on evidence-based guidelines which improve clinical performance; customized treatment based on the patients' clinical condition and requirements:

* A computerized information process whereby all information on patients'

care is maintained by doctors, nurses, medical professionals and others

* A full-chart review with patient before discharge

* Periodic communication with patients and their families post-discharge

to ensure patients full recovery.

Nearly half of the study participants believe hospitals are somewhat or very unsafe and feel it is best to have friends or family on hand to monitor care. Other survey results showed an overwhelming majority (65 percent) of participants believe that hospitals do not use current technology such as computerized programs for ordering drugs to prevent medication errors, nor do hospitals have recommended treatment plans for certain illnesses that are based on scientific research. Eighty-one percent of the participants believe that hospitals do not follow up on patients after discharge from the hospital. Finally, consumers do not understand the role of a hospital in the delivery of care process or the physician-hospital interaction, but believe communication between both parties is a key component to quality care.

"Stories in the media about medical errors and provider challenges have sparked tremendous distrust by consumers," said Smithson. "It is no surprise that people have major concerns about patient safety and clinical quality. Hospitals have a significant challenge ahead of them and will have to communicate through word and deed that hospitals are more than simply a place where care happens. They are instead a very important part of the care continuum for people with all levels of health."

Smithson added that there is significant momentum for a standardized measurement and reporting process for each provider's clinical performance. Based on this study, it is not a case of "if," but "when" and "how."

Participants in the research study included the Centers for Medicare and Medicaid Services and a VHA National Advisory Council.

Built on the premise there is strength in numbers, VHA is a nationwide network of 2,200 leading community-owned healthcare organizations and their affiliated physicians. Based in Irving, Texas, with 18 local offices across the U.S., VHA comprises nearly 25 percent of the nation's community hospitals, including many of the nation's largest and most respected institutions. VHA offers member organizations access to products and services that will help them improve financial and clinical performance and achieve market success. As a cooperative, VHA distributes income annually to members based on their participation. In January 2002, for the third year in a row, VHA was named one of the "100 Best Companies to Work For" by Fortune.

Source: PRNewswire