Patient satisfaction is a key element used in the evaluation of health care quality. As nursing leaders concerned about quality, safety, and profitability we must be knowledgeable about our patients’ perceptions and adept at meeting their expectations. According to Otani et al. (2009) satisfied patients are more compliant and have better continuity of care. Boulding, Glickman, Manary, Schulman, and Staelin (2011) found that higher patient satisfaction scores were associated with lower 30-day readmission rates. In addition to interventions aimed at increasing employee engagement, I have found that daily rounding on patients by leadership has had substantial impact on patient satisfaction. What interventions have you found to be successful at your facility?
Boulding, W., Glickman, S. W., Manary, M. P., Schulman, K. A., & Staelin, R. (2011). Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. The American Journal of Managed Care, 17(1), 41-48.
Otani, K., Waterman, B., Faulkner, K. M., Boslaugh, S., Burroughs, T. E., & Dunagan, W. C. (2009). Patient satisfaction: Focusing on "excellent". Journal of Healthcare Management, 54(2), 93-103.
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