Author, Date, Title, Location, Admission Protocols/Policies
Study Type
 Sherry Keithly, Mary Preadmission packet was
Muldoon, Dunlei developed for patient’s that are
Cheng, Nancy Vish, scheduled for surgery. Large,
Sandra McLeroy bright pink envelope which
DeJong, and Jenny included instructions; the
Adams Admission Database form and
 The preadmission related admission forms; “Safety
packet: a strategy that First” sheet for documenting
benefits patients and diabetes, anticoagulant use,
nurses during the implantable devices, and
admission process allergies to latex or shellfish; a
(2011) patient checklist for the day of
 Baylor Jack and Jane the procedure; a map to the
Hamilton Heart and facility; a booklet about the
Vascular Hospital facility; two letters from
 Small pilot study hospital administration; and
information from the patient’s
physician.
Protocol:
Patients who are scheduled for
surgery or a procedure receive a
packet in person at their
physician’s office or by mail
from the hospital’s scheduling
office. Hospital staff members
call patients the day before their
procedure to confirm their
arrival time, give them further
instructions, and inquire about
any special needs or concerns.
This information is shared and
discussed that afternoon at an
interdepartmental staff meeting.
Upon arrival, patients are asked
if they have brought their packet
and their medications with
them; access services
(admissions) staff members
record the responses. Each
patient is given a room
assignment and is directed to the
admission floor, where the nurse
asks for the packet.
Advantages/Disadvantages of the
protocols/policies
Advantages:
 Addresses patient’s questions
and concerns, and it allows
them to complete the ADB
form at home.
 The nurse can quickly review
the information, act on it as
needed, and ask clarifying
questions instead of spending
time on irrelevant or repetitive
questions.
 Patients are given useful
information about what to
expect at the hospital, which
can lessen their anxiety and
help answer their questions.
 Patients can complete the ADB
form in private at home, where
they are more relaxed and are
able to look up their medical
history more readily.
 Nurses are provided with
valuable patient information
that allows them to
individualize care and arrange
needed consults (dietary,
smoking cessation, social work,
etc.).
 Staff members are able to spend
more time on patient care than
on forms, enhancing job
satisfaction.
Disadvantages:
None mentioned in the study
Results of the Study Comments
 51 subjects, 26 (51%)
provided complete
ADB forms, and 25
(49%) provided
incomplete forms.
There was no
association between
form completion and
the type of procedure
the subjects
underwent
 P values indicate (P <
0.001), nurses spent
far less time when the
subjects’ forms were
complete than when
they were incomplete.
 Result showed an
economic benefit. If
the minimum nursing
salary is factored in,
use of the packet
would save as much
as $17,220 per year in
nursing labor. Even if
only 50% of the
patients filled out the
ADB information
completely, $8,610 in
nursing labor would
be saved (or could be
redirected to quality
patient care) instead
of being spent on
paperwork.
 The preadmission
packet has proved to
be a win-win strategy
for patients and the
nurses who care for
them.
Author, Date, Title, Location, Admission Protocols/Policies Advantages/Disadvantages of the Results of the Study Comments
Study Type protocols/policies
 Angela L. Leonard, Signages were used in order to Advantages: A design template and then 44
Anchen Verster, and convey the necessary The redesign and standardisation of new signs were developed and
Minette Coetzee1 information in ways that were hospital signage reduced the number of used to replace old signage.
 Developing family- effective for this patient signs displayed in the hospital, improved Respondents reported that the
friendly signage in a population and staff.. their appearance and increased their new signs were noticeable,
South African Photographed signs and divided effectiveness. Standardisation made looked attractive and were
paediatric healthcare these into two categories: signage easier to locate and understand easily understandable.
setting (2014) ‘wayfinding’ signs and and conveyed a more family-friendly
 South Africa ‘messages of information’ attitude. The simplification of messages
 Participatory action (including signs with instruction and consistent use of graphics made Results showed that
research approach to parents, such as where to signage more accessible to parents of all respondents said that the new
collect something, where not to literacy levels. signs were noticeable, looked
brush their teeth or where to attractive and were easily
recharge a mobile phone). Most understandable.
of these signs featured the words Disadvantages:
‘no’ and ‘don’t’, telling children Some parents were not able to fully
and families what not to do. appreciate the signs or the signages were
Numerous signs displayed on not given proper acknowledgement.
walls amidst health education
and other posters meant that
signs directing patient flow were
sometimes lost amongst the rest
of the posted information in
corridors and waiting rooms.
Signs were often posted in
obscure places and most were in
English, which is not the
primary language of the
majority of families visiting the
hospital. There was little
evidence of colour usage or the
inclusion of eye-catching, visual
elements.
 Author, Date, Title, Admission Protocols/Policies
Location, Study Type
 Anndale KGH strategic plan includes
McTavish and transforming the patient
Cynthia Phillips experience through a relentless
 Transforming the focus on quality, safety and
patient service and bringing to life new
experience: models of interprofessional care
Bringing to life a and education which include
patient- and the following:
family-centred
interprofessional  Introduction of flexible
collaborative visiting hours to
practice model of support necessary
care at Kingston family presence and
General Hospital create an environment
(2014) supportive of patient-
 Kingston General and family-centred
Hospital care Increased
 System wide involvement of
approach and pre- patients and families in
post mixed- decision-making and
methods design care planning
 Shift from doing for
and to patients to
doing with patients
and families Patient
and family
representation on
governance, clinical
and operational
committees
 Integration of patient
and family
perspectives in the
development and
review of policies,
information and
education materials
Interprofessional team
approach to patient
care Frequent patient
rounding to anticipate
patient needs, increase
safety and reduce call
bell use
Advantages/Disadvantages of Results of the Study Comments
the protocols/policies
Advantages: Patients reported being more aware
 Aims to place patients of the plans relating to their health
at the heart of care, that their care is well
decision-making and coordinated, that they feel they have
puts our patients and been listened to by the healthcare
their families first. team, and that they feel safe and
 Allows the health care secure.
professionals to
become more efficient. The input of patient experience
 The organization advisors, five standards have been
would be better identified on which KGH will focus
prepared to deliver its support. These practices are as
safer, higher quality follows:
care and enriched  Updating of white boards
experiences for with each transfer of care
patients, families and  Ensuring staff wear their
practitioners. identification badges at
 Its goal is to ensure chest level where they are
decisions respect easily visible in accordance
patient’s needs, values with
and preferences. Its the administrative policy
outcome provides Completing purposeful
patients with hourly rounding to increase
information, safety, reduce patient
knowledge and anxiety and reduce the use
support to participate of call bells
in their care as they  Demonstrating respectful
choose and informative
communication with every
patient and family
interaction
 Providing the opportunity
for staff to hear directly
from patients and family
members what factors
influenced a recent hospital
experience through
regularly scheduled patient
and family feedback forums.
 Interprofessional
documentation
 Enhanced discharge
management
beginning on
admission White
boards in patient
rooms updated every
shift to include team
member names, date,
patient/family
questions or concerns
and staff messages to
patients and families
 Early involvement of
allied health
professionals in the
discharge management
process
 Use of
interprofessional
consultations and
regulated health
professional suggest
orders to propose
changes to the plan of
care

Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of Results of the Study Comments
Location, Study Type the protocols/policies
 Wan-I Lee, Patient satisfaction was Advantages  Customer orientation,
Cheng-Wu Chen, evaluated through the following  Realizing how medical service quality and
Tsung-Hao Chen hypothesis: customer orientation is value of patients are
and Chen-Yuan 1. To realize how customer important in medical positively related to each
Chen orientation is important in service industry. other and patient
 The relationship medical service industry. 2. To  Understanding satisfaction is influenced by
between consumer understand patients’ perception patients’ perception on these
orientation, on medical service quality, medical service  There are significant
service value, including software and quality, including differences shown by
medical care hardware facilities. 3. To software and hardware patients with different
service quality and discuss the correlation among facilities will make the perceptions of customer
patient customer orientations, medical patient more at ease. orientation in relation to
satisfaction: The service quality and service  Discussing the service quality and patient
case of a medical value in the medical service influence of customer satisfaction constructs and
center in Southern industry. 4. To discuss the orientation, medical so on, but no difference in
Taiwan influence of customer service quality and relation to service constructs
 (April2010) orientation, medical service service value are the
 Quantitative study quality and service value on main factors that
patient satisfaction. contribute to patient
satisfaction as stated in
many different
journals.

Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of Results of the Study Comments
Location, Study Type the protocols/policies
 Tirsit Retta  Patients’ were Advantages  Patients were satisfied with
Woldeyohanes, interviewed using a  Patient expectations the admission service,
Tewodros Eyob structured were fulfilled waiting time, physician
Woldehaimanot , questionnaire wherein  Patient have skill, whereas dissatisfaction
Mirkuzie Woldie the questions are about immediate service level was significantly
Kerie, Mubarek the orientation of from the physician higher for information
Abera Mengistie4 patients and how is it  Communication with service of the hospital,
and Elias Ali related to patient the nurses are present nursing service, illness
Yesuf satisfaction.  Laboratory and other education/communication,
 Perceived patient procedures are done privacy and confidentiality,
satisfaction quickly completeness of the
with in-patient  Cleanliness of the information given, crowded
services at Jimma surroundings are rooms, dietary services,
University maintained visiting hours, and services
Specialized Disadvantages to pharmacy and laboratory
Hospital,  The hospital  Majority of the respondents
Southwest administration system (78.3%) reported that they
Ethiopia should best work on received the kind of service
(July2015) new innovative that they anticipated from
 Descriptive cross approach to keep and the hospital.
sectional study improve the  Most (61.4%) of the patients
administrative system, got a bed within a day
waiting time, hospital  Most (52.6%) patients got a
stay, hospital physician within an hour
accommodation, after receiving their
access for medications laboratory result.
and laboratory service  Majority (88.9%) of the
to bring patient patients were able to
satisfaction. communicate with nurses
 Nurses and physicians and physicians without any
should have to work barriers of communication
best to improve health and (52.9%) of the
education, respondents had received
communication and medical help at night at the
understanding between time they need it.
doctors/nurses and  The remaining (11.1%)
patients. Hospital patients were unable to
 reformation and
modern hospital
administration system
could work best to
keep and improve the
level of patient
satisfaction  Most (96.8%) patients felt
 Level of patients’
educational status and
address were found to
have significant
association with the
level of net patients’
satisfaction. It was
observed that patients  In all inpatient health care
with no formal
education were more
satisfied than their
counterparts
communicate with the
nurses and physicians due to
language barrier and almost
all (95.2%) of them were
dissatisfied with the absence
of interpreter service.
that they are safe in the
hospital and (84.7%) of the
patients said that they would
tell others to use this
hospital while (85.7%) of
the patients said they might
return back for treatment.
services, “cleanliness of the
ward” was scored the
highest (76.7%) proportion
of satisfaction while the
recommended time to get
back home had the highest
(85.7%) proportion of
dissatisfaction.

Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of Results of the Study Comments
Location, Study Type the protocols/policies
 Pedro D  Test a new  Patient and nurse Hospital 1 is a large university
Gonçalves measurement tool to focused hospital, which strives to attain
Marie Louise assess the degree of  Considers customer balance between their three
Hagenbeek process orientation belief organizational objectives: patient
Jan M H Vissers (PO) in hospitals from  Recommendations care, education and research.
 Hospital process an operations from participants are  The items in the HPO
orientation from management (OM) considered measurement tool
an operations perspective. performed excellently on
management  The participants filled the measures to assess the
perspective: in the questionnaire comprehensibility and
development of a which consisted of 39 reliability, both were above
measurement tool items. For each item 90%.
and practical participants were 
testing in three asked to provide the
ophthalmic extent to which they Hospital 2 is a large hospital
practices agree or disagree with specialized in eye care. It is a major
(November2013) the subject using a referral centre in the Netherlands and
 Institute of Health four-point Likert scale. it has a workforce of 30
The purpose of the ophthalmologists and a total of 21
 Policy and empirical study was to
Management, test and evaluate the
Erasmus items of the
University measurement tool and
Rotterdam, give recommendations
Rotterdam, The for further
Netherlands development of the
 Conventional tool,
research approach
Author, Date, Title, Admission Protocols/Policies Advantages/Disadvantages of
Location, Study Type
 Carlee Lehna,  A hospital Advantages
Laura E. interdisciplinary
Rosenberg, committee consisting
Kathleen Adler- of the director of
Baugh, nursing education,
Kathryn Marie director of care
Epperson, coordination, director
Carla A. Amrhein, of child life,
Irma Agular psychologist, two
 Family nurses (one from the
acute care unit and one
Orientation to a
Pediatric Burn from research), and a
ICU Hospital media specialist met
Using a DVD over one year to
(August 2011) develop a bilingual
 Mexico, USA orientation DVD for Disadvantages
this hospital setting.
 the DVD was to
provide information
regarding locations the
parents would need to
find within the first 48
hours of their child’s
hospital admission.
This included
information regarding
residents and senior house officers
(not specializing).
Hospital 3 is a large general hospital.
Eight ophthalmologists are working
at this hospital. The night shifts are
staffed by four senior house officers
(not specializing), who work on
rotating night shifts.
 In most cases the perception
of management participants
had a larger positive
influence than the
perception of the other
categories, and their overall
score played a dominant
role in the higher average
score on the PO dimensions.
Results of the Study Comments
the protocols/policies

There were 82 participants,
 Orientation via video and 73% (n = 60) were
is a great help Spanish-speakingonly from
 It promotes bonding Mexico. There were
between parent and incomplete data for four
child participants; of the
 All information remaining 78 participants,
needed was helpful to 55 (67 %) were female
both parent and child (mothers) and 23 (28%)
regarding the male (fathers).

treatment There was no difference in
 Suggestions can be the proportion of females
given so the between the English-
orientation process speaking individuals and the
would be better Spanish-speaking only
individuals (68% vs. 71%, p
 Orientation via video = 0.777).
could have some 
There were significant
problems such as: differences between group
technical difficulties, means in grade level of
video could not be education (t = -5.52, p =
played, etc… 0.000) but not in age (t =
 The language of the 1.57, p = NS)

video might not be Parents’ mean DVD
understood due to satisfaction score was 17.28
language barrier ± 1.56 out of a possible total
 the location of specific unless there are score of 18 for six items. In
services and issues different copies in determining measure
parents would need to different languages appropriateness, evidence of
be familiar with in the  The video might not reliability score (Cronbach
first 48 hours, such as be understood by the alpha) is 0.62. Because there
universal precautions. person watching due was not a large enough
 Topics were included to educational level sample, differences in
in the script only when evidence of reliability
committee members between the two groups
reached consensus. were not calculated.
Once a draft of the
script was developed,
parents on the acute
care unit (both
English-speaking and
Spanish-speaking-
only) re viewed the
script regarding
content and level of
wording.
 the hospital
videographer
developed a
storyboard
 The team reevaluated
the areas, topics, and
language that were
included in the DVD
continuously.
 Once the script was
developed, the
certified hospital
translator translated
the script to Spanish.
Because most of the
Spanish-speaking
children and families
are from Mexico and
South Texas, the
survey was translated
to traditional Spanish
from Mexico.
 . The next step
involved selecting two
parents with strong
language skills (verbal
 and written) to review
the script to evaluate
for comprehension of
parents with varying
levels of education
 To support the DVD
content, a laminated
pocket guide was
developed listing
pertinent areas within
the hospital. The
guides were inserted
with each DVD.