Background: Historically, there has been a significant disparity in the number of patient experience Press Ganey survey responses between English-speaking patients and those who speak other languages. In 2022, our organization observed a remarkably low inpatient Press Ganey survey response rate for the Spanish-speaking patient population, standing at 5.7%. Out of 2,303 surveys sent, only 131 were returned, indicating a stark contrast in engagement compared to patients whose primary language is English. Notably, one specific unit in the organization, 5 Tower, had a survey response rate of 4.1%. Despite the low response rate, the feedback from the returned surveys was overwhelmingly positive, contributing to our organization’s positive ranking. This underscored the need for improved engagement with surveys from the Spanish-speaking patient population.
Purpose: The aim is to develop a sustainable strategy that enhances engagement among Spanish-speaking patients in completing and returning the Press Ganey patient experience survey. This involves effective communication in the patient’s preferred language, ultimately elevating the organization’s overall patient experience score.
Description: To address this challenge, a cross-collaborative committee was established, comprising key stakeholders such as hospital medicine, patient experience, patient registration, the language team (including in-house Spanish interpreters), and nursing. Patient registration and access teams worked to ensure accurate primary language listings. An electronic medical record-generated daily list identified patients with Spanish as their primary language. The patient experience team, in collaboration with Spanish interpreters, crafted a script based on community feedback regarding survey completion barriers. This script was used to explain the survey to patients at bedside during their hospitalization, with interpreters providing education on the survey’s importance and its impact on care for those with non-English primary languages. Clinical teams were informed about the low utilization of in-house, telephonic, and iPad interpreters, and they were re-educated on the importance of using these resources to communicate with patients in their preferred language. Key educational resources were translated into Spanish to enhance communication.
Conclusions: The utilization of our organization’s in-house Spanish interpreter team and the implementation of a sustainable strategy contributed to an improvement in the Press Ganey patient experience survey response rate on 5 Tower. The rate increased from 4.1% in 2022 to 6.8% in 2023. This initiative emphasizes the impact of social determinants of health on the quality of care delivered to our patients.