Mather Memorial Hospital’s Patient Satisfaction Survey

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Mather Memorial Hospital’s Patient Satisfaction Survey

What are the most recent patient (consumer) satisfaction scores for your assigned unit?

The most recent patient scores were the ones released earlier on this year, 2016. The survey scores were for patients that were discharged in a specific period earlier 2016. These were scores for the period between May and June. The “Top-box” clearly indicates the positive responses that patients showed in the items of HCAHPS survey. The percentiles showed how often patients were positive in response to the experience they had in the hospital. The higher the score, the higher the patient satisfaction. The score for June survey’s percentile was 96% at a mean score of 95.4. The survey engaged 48 patients.

Are the recent scores improved from the previous ones?

The recent scores are an improvement to the previous scores since patient satisfaction scores have increased. Percentile ranking for the previous survey was 89%, at a mean score of 94.7. The survey engaged 117 patients. Even though this was an improvement from 68% results, the current results shows that there is still an improvement in patient satisfaction. The recent scores are high on questions such as doctor communication, nurse communication, staff responsiveness, medication communication, discharge information and pain management. The questions that do not show increase when both scores are compared include Hospital environment, food service, and the overall hospital rating. This comparison indicates that members of the care facility have in a large way led to improved patient satisfaction (Centers for Medicare & Medicaid Service, 2016). However, patients are still not satisfied with the hospital conditions such as the hospital environment and the food services that they receive. 

Interview nursing peers at your agency to determine measures being used to improve patient satisfaction.

Each of the individuals I interviewed pointed to one or two things that required to be improved in order to improve patient satisfaction. Several interviewees argued that if patients are not satisfied, human resource should be one department to consider for improvement. They pointed out that patient need care and care is only provided if members of the hospital are able to interact well with patients. They therefore suggested that human recourse department should come up with training programs that could teach staff how to best interact with patients. The other measure that most suggested was for the hospital to recruit more nurses and doctors so that patients are served fast without making them to wait for long. 

What measures have been beneficial in increasing patient satisfaction?

The scores indicate that patients have been satisfied with how the hospital staff communicate with them. More patients are satisfied with the manner in which doctors and nurses respect, listen and communicate with them. These favorable results must have been as a result of various reasons. First, the campaign action that has been going on has made nurses and doctors to learn better ways of serving patients as they aim to promote life-long learning. In addition, the efforts to improve the previous scores that showed patient dissatisfaction have also contributed to increased patient satisfaction. 

What additional measure would you like to see implemented?

At this time and age, healthcare activities should be patient-based in all health care facilities. Its impressing that measures to improve members of the care facility has led to improved patient satisfaction. However, it is important that the hospital management works on improving the hospital environment in order to ensure that patients are satisfied while they are receiving their care, diagnosis and treatment. In addition, more resources should be availed to improve hospital conditions as well as the state of food and food service.

References

Centers for Medicare & Medicaid Service. (2016). Hcahps Percentiles. Retrieved from: http://hcahpsonline.org/Files/July_2016_Summary%20Analyses_Pctls.pdf

Hcahpsonline.org, (2016). HCAHPS Hospital Survey. Hcahpsonline.org. Retrieved 4 October 2016, from http://www.hcahpsonline.org/home.aspx