Fig. 1
Importance-Satisfaction Grid of High Priority Areas for Quality Improvement. a Importance-Satisfaction grid represents family member responses on behalf of all patient decedents (n=1477). b Correlation coefficients for survey items were calculated using Spearman’s Rho and significant coefficients are represented on the grid (p<0.05). c The median correlation coefficient was rs=0.368 and 90.3% for median percent of higher satisfaction responses. d Survey items represented above include: Care was consistent with patient wishes (1); Language was communication barrier (2); Religious and spiritual needs addressed (3); Problem understanding doctor regarding what to expect (4); Problem understanding nurse regarding what to expect (5); Problem understanding social worker regarding what to expect (6); Doctor listened to concerns (7); Nurse listened to concerns (8); Social worker listened to concerns (9); Chaplain listened to concerns (10); Amount of information doctors provided (11); Kept informed about family members condition (12); Satisfied that you received consistent information (13); Family member had specific wishes re: treatment (14); Discussed Living Will/POA with health care team (15); Told how pain would be treated (16); Amount of help family member got with breathing (17); Received info on meds for pain/shortness of breath (18); Amount of help dealing with anxiety/sadness (19); Pain well-controlled (20); Family member treated with respect/dignity (21); Concerns about personal care needs being met (22); Wanted more info on what to expect while dying (23); Amount of support at time of family members death (24); Amount of support following family members death (25); Felt supported at the time of death (26); Felt supported after death (27); Able to access doctor when needed (28); Doctor spent enough time with you (29); Confidence/trust in doctor (30); Confidence/trust in nurse (31); Satisfied that doctor explained things honestly (32); Satisfied that you received timely updates (33); Clear which doctor was in charge of care (34); Clear which nurse was in charge of care (35); Satisfied that health care staff worked as a team (36); Problems with doctors not knowing medical history (37); Decisions made without enough family input (38)