MEASURING PATIENT SATISFACTION

Measuring Patient Satisfaction

Measuring Patient Satisfaction

CANCER TREATMENT CENTERS OF AMERICA

PHILADELPHIA, PA

HOSPITAL OF THE FOX CHASE CANCER CENTER

PHILADELPHIA, PA

KENSINGTON HOSPITAL

PHILADELPHIA, PA

Introduction

Three hospitals were chosen in the Philedelphia, PA region and the information regarding their customer (patient) satisfaction was gauged so as to conclude whatare the various aspects of customer service issues arising in the hospitals and the ways to which these issues can be overcome.

The following essay identifies three main customer satisfaction areas and the best possible ways to enhance the customer (patient) experience as regards to these satisfaction measures.

Responsiveness of Hospital Staff

While patients are hospitalized they rely on us not only for medical care but often for more basic care that they would ordinarily be able to complete for themselves. This new reliance on others for these otherwise routine needs can be frustrating, and, when not readily met by hospital staff, can contribute to lower scores on the two Staff Responsiveness HCAHPS questions, the Overall Rating of the Hospital question and the Likelihood to recommend question (Gorman, 1986, p. 293-352). When patients cannot rely on timely responses to call lights or requests for assistance of any kind, they may use the call lights repeatedly and sometimes ring in anticipation of needing assistance. Patients not getting timely assistance to the bathroom may decide to try to get there on their own, which can result in patient falls (Chapman, 2009, p. 21-25). Most commonly, patients use the call light because they need:

• Bedpan or assistance getting to the bathroom

• IV Pump alarm checked

• Pain medication

• Comfort measures such as change of position, water, need for extra blanket

• Personal items (tray, phone, water or wastebasket) moved closer

Proactively Addressing and Anticipating Patient Needs Rounding on Patients has emerged as a best practice on many fronts. It was once standard practice to round hourly, but nurses often just peeked in the door and moved on unless a call light was pushed, which would have signaled a real urgency. The new rounding is more about engaging the patient: going in, assessing their needs and accomplishing tasks. Its proactive, comprehensive and more effective (David Karen & William, 1994, p. 281-295). It is anticipatory, rather than reactive. In most hospital units that have initiated the hourly rounding, the function is shared by nurses and nursing assistants or patient technicians, with RNs doing the one hour and aides the other. Also, some units opt for rounding every two ...