Patient Satisfaction Survey Metrics

With patients today using the threat of reporting low satisfaction rates in the hopes of receiving faster or higher quality care, they seem to have taken the upper hand in some of the decision making of what will take place in the healthcare world (Sullivan). But is it really the survey results that will make the drastic changes that are needed?

The second concept is the patient satisfaction of the services that are provided at different medical facilitates. Some indicators for patient satisfaction are the number of patients that took patient satisfaction surveys and the number of comments from patients that wanted to see changes. More variables of

Veterans Affairs is infamous for corruption and public scandals, yet have high rankings of overall patient satisfaction from outside reports. The Congressional Research Service estimates that there are about 21 million veterans in the United States and only 9 million veterans are enrolled in the VA. Only 5 million veterans actually received care during 2014’s fiscal year. “In a given year, not every VA-enrolled veteran receives VA health care services. Some veterans may opt not to seek care during the year, while others may receive care outside the VA system, paying for care using private health insurance, Medicare, Medicaid, the military health system”

The gaps that show areas of improvement are of the nurse’s perceived service and the patient’s perceived experience based on the patient’s expectations (Dabney and Tzang 2013). A patient’s expectations are modeled by past experiences, culture, personal needs, and word of mouth from other patient experiences. If a provider does not implement a patient-centered approach to patient care the patient’s needs cannot be met due to the gap in patient expectations and perceived service (Dabney and Tzang 2013).

“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient

The Centre for Medical & Medicaid services (CMS) has recently become more involved in the reimbursement component of health care. The reason for this increased involvement is that there is an increase in the need to improve the quality of the delivery of healthcare (Garcia, 2004). Stakeholders in the healthcare industry are striving to ensure that there are a better definition and measure of quality in healthcare. One major component of quality health care is the satisfaction of the patient. There is a link between patient outcomes and satisfaction, and hence patient satisfaction is used as determinant in measuring quality care.

Patient satisfaction has been identified as a key determinant of quality care under the Centers for Medicare and Medicaid (CMS) value-based purchasing program. Hospital Consumer Assessment of Healthcare Providers and Systems (HCHAPS) is a publicly reported survey providing a national standard for collecting and reporting data. HCHAPS has become an important determinant for satisfaction of care received in hospitals. Frankfort Regional Medical Center (FRMC), a 170-bed tertiary care hospital located in central Kentucky, is acutely aware of the importance of maintaining high quality care reflected in patient satisfaction scores. In an effort to improve patient satisfaction scores related to nursing specific indicators, bedside reporting was introduced in 2012. Despite its introduction, HCHAPS scores showed no improvement. Harrington et al. (2013) established that nurses more often react to patient problems rather than focusing on preventing problems. Brosey and March (2014) proposed that “hourly nurse rounding is an effective method to improve patient satisfaction and clinical outcomes” (p.1). This paper would propose the implementation of a structured process of intentional rounding (IR) in an effort to improve patient satisfaction, patient safety, and quality of care.

The HCAHPS survey was originated in 2002 by the Centers for Medicare and Medicaid. It was endorsed by the National Quality Forum - a nonprofit organization that focuses on improving healthcare - in 2005, and implemented in October of 2006 (). It is now given out quarterly, and as the newest survey is collected, the oldest survey is removed. This paper will discuss how the Hospital Consumer Assessment of Healthcare Providers and Systems survey has a positive impact on nurses and the nursing profession by creating measurable accountability based on patient experience.

“Patient outcomes become the ultimate measure of quality as they reflect the influence of both structure and process of care” (Stanik-Hutt et al., 2013, p. 492). The use of patient satisfaction tools is routine in healthcare facilities. What actually do the results of patient satisfaction surveys tell us about the quality of nursing care? The results of patient satisfaction are used to better understand what can be done in the future to improve the patient care outcome, ultimately achieving the most desireable outcome. It is essential to know exactly how APRNs contribute to the quality, safety, and effectiveness of healthcare so that they may be utilized to the best of their abilities to provide evidence based

Throughout the United States, patient satisfaction has become increasingly significant in the quality of healthcare that is delivered to patients (Bleich, Özaltin, & Murray, 2009). The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is one national survey that has become more widely used in hospitals that measures patients’ perspectives of hospital care today (CMS, 2015). There are two

Health care organizations should work on putting more emphasis on patient experience and satisfaction, such as giving evaluations when giving care. When it comes to patient satisfication the healthcare system should put their sole focus on making sure patient were well taken care of during their visit. Whether if the patient was satisfied or not with their experience. Patient experience/satisfaction in a hospital should always be a number one priority and getting the person back at 100%. Hospitals are always looking for ways to improve several different things such as technology, health in populations, reducing cost, maintaince, etc. But they fail to focus on the quality care, Avoidable harm is a worthy goal that all health care system should benefit

​The highest priority in most hospitals across America is patient satisfaction. Patient satisfaction begins the moment the patient steps in the hospital doors although nurses hold a majority of the responsibility. The face to face interactions between nurse and patient on a day to day basis naturally puts nurses at the front line. Nurses are there to answer questions for the patient’s while making them as safe and comfortable as possible. There are a lot of factors to take in to account while determing satisfaction in the hospital. A common debate in the medical field is if there is an

This will help with revenue and keeping their business growing. Customer service is kind of different in healthcare. Even though healthcare professionals do their jobs and take care of their patient’s needs, customer satisfaction has never really been a must. It is usually understood, do the minimum and get them in and out of the office and on to the next patient. We all know that when patients get sick they usually do not want to go to the doctor but they know it is a necessity. Since it is not an option, but a necessity; patients sometimes feel they do not deserve superior treatment. Now that there’s a patient satisfaction survey this will change the way customer service works due to the patient 's rating their experience. Therefore, the hospitals have to step up their game and set different rules. There needs to be many changes made from communication between staff, the quality of care, and the patient 's visit with the healthcare provider in order to increase their ratings.

Patient satisfaction surveys will also help potential patients understand the environment they are about to enter. If a staff is rude and curt than the public will have access to this. Essentially, this will encourage health care providers to give optimal quality of service to each and every patient. Of course, it’s important that a patients expectations are not too grand. Nothing in life is perfect and people should understand this. Busy hours and numerous patients can cause fatigue. After all, health care providers are still human. Perhaps if all physicians were machines then we could expect them all to be perfect. Performance of medical procedures will enlighten a patient of how well a hospital is able to provide a service. This in turn will allow consumers to make the best choice when selecting a facility for providing care. Someone needing back surgery should be able to locate and choose a facility right for them. If a facility performs poorly with back surgeries, the public has a right to know so that they can avoid this. People have the right to make the most well informed decision. Facility treatment of patients should definitely be transparent. If a facility is trying to hide something it can’t be good. People have the right to know how well a facility treats their patients. This also encourages a facility to always do their best. Ultimately, everyone wants

Quality measures are strategies that gauge, evaluate or compute health care processes, results, discernments, patient insight, and administrative structure. In addition, quality measures are frameworks that are connected with the capacity to deliver first-class health care and/or that are able to identify with one or more quality objectives for medicinal services. These objectives include: compelling, protected, effective, quiet focused, impartial, and opportune consideration. Quality measures can be used to measure quality improvement, public reporting, and pay-for-reporting programs specific for health care providers (CMS.gov, 2016). There are an assortment of quality measures in which health care organizations can use to determine the status of the care they are delivering. Many are appropriate, but few are chosen for this research paper. Among them are: National Health Care Surveys, Hospital IQR Programs, Scorecards, and Political, Power, and Perception/Data for Decision-making tools.