Performance Measures Derived from the Inpatient Consumer Survey

 

The ICS measures are represented by six domains containing three or four questions each. Patients' reports of the effectiveness of the organization in enabling respectful, compassionate, inclusive, and supportive encounters among patients and health care professionals are important dimensions of the quality of care of the organization.

 

The six domains are:

 

  1. Outcomes of Care: The receipt of services should enable patients to effectively deal with their illness and with social situations.

  2. Dignity: The provision of services should be in an atmosphere where patients feel respected and treated with dignity.

  3. Rights: The provision of services should be in an atmosphere where patients feel they can express disapproval with conditions or treatment and receive an appropriate response from the organization.

  4. Participation in treatment: Patients' involvement in the treatment process and the coordination of discharge planning with their doctors or therapists from the community are enabling activities that strengthen the patients' ability to care for themselves.

  5. Facility environment: The provision of services should be in an environment conducive to patients feeling safe, and enabling patients to focus on recovering from their illness.

  6. Empowerment: The provision of services should be in an atmosphere where patients feel that they, interactively with their doctors and therapists, learn more about their illness and about their treatment options, and are encouraged to determine their best path to recovery.

 

 

Sample survey questions include:

 

  • I am better able to deal with crisis.

  • I do better in social situations.

  • I had a choice of treatment options.

  • My complaints and grievances were addressed.

  • I was treated with dignity and respect.

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