Patient Satisfaction
Sharon Conner MSN, RN, CMSRN
Integris Health
NLO
Patient Satisfaction
• Patient Satisfaction
Service Standards
– Our vision for patient satisfaction is
to create a culture where we treat
each other and the people we serve
as welcomed guests by following
our values of love, learn and lead.
We will:
Patient Satisfaction
• Make a positive impression
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Demonstrate a professional image
Maintain a safe and clean environment
Choose to have a positive attitude each day
Speak positively about our facility, customers, coworkers
Treat others with dignity and respect
Adhere to ethical principles and business practices
Respect individual and cultural differences
Use good elevator manners
Patient Satisfaction
• Anticipate the wants and needs of our customers
– Understand the needs of our customers
– Address unique needs- cultural, spiritual, language,
physical challenges
– Recognize non-verbal cues that others need assistance
– Communicate frequently during wait times
– Escort patients/visitors to their destinations
– Address the education, comfort and privacy needs of
patients
– Scan patient environment and take appropriate action with
ever customer
– Use service recovery to make amends when expectations
are not met
Patient Satisfaction
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Listen and Respond
– Respond promptly
– Introduce ourselves and others
– Listen first to understand a person’s words, intent and feeling
without interrupting
– Clarify needs with more questions if necessary
– Make eye contact. Convey attentiveness and concern
– Be courteous, smile
– Use the person’s name
– Build a sense of trust by following through on commitments
Patient Satisfaction
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Communicate Compassionately and Effectively
– Select time, location and people appropriate to the topic
– Use easily understood and appropriate language
– Be prepared with the information needed prior to beginning any
conversations
– Share the patient’s likes/dislikes when transferring care to
another provider
– Maintain privacy and confidentially
– Use key words at key times
Patient Satisfaction
• Inform and Educate Our Patients
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Inform about care and treatment on a regular basis
Encourage questions about care
Prepare for possible discomfort, noise, waiting
Explain the care to be provided
Round systematically and often to assess and meet
needs
Patient Satisfaction
• Promote Culture of Cooperation and Teamwork
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Seek opportunities to improve skills needed
Know department/facility policies, goals, and initiatives
Act as resource to solve problems
Act as teacher and role model
Communicate clearly and positively with co-works
Patient Satisfaction
How is Patient Satisfaction Measured
– INTEGRIS Health sends a patient satisfaction survey to every
patient after they are discharged. The survey asks:
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Skill of the nurse
Attention to special/personal needs
Friendliness/courteousness of the staff
Nurses attitude toward requests
Nurses kept you informed
Staff worked together to care for you
Example of HCAP
Survey
IBMC Acute HCAHPS
Based upon discharges Oct - Dec 2009 as of 11/6/09
N = 119 surveys
Nurses Communication
Doctors Communication
Responsiveness of Hospital Staff
Pain Management
Communication about Medicines
Cleanliness of Hospital Environment
Quietness of Hospital Environment
Discharge Information
*2010 Bonus criteria = HCAHPS - must have 4 of
the 8 above domains/questions > the 50th
percentile as of 11/6/09
ISMC Acute HCAHPS
Based upon discharges Oct - Dec 2009 as of 11/6/09
N = 50 surveys
Nurses Communication
Doctors Communication
Responsiveness of Hospital Staff
Pain Management
Communication about Medicines
Cleanliness of Hospital Environment
Quietness of Hospital Environment
Discharge Information
*2010 Bonus criteria = HCAHPS - must have 4 of
the 8 above domains/questions > the 50th
percentile as of 11/6/09
Canadian Valley Acute HCAHPS
Based upon discharges Oct - Dec 2009 as of 11/6/09
N = 23 surveys
Nurses Communication
Doctors Communication
Responsiveness of Hospital Staff
Pain Management
Communication about Medicines
Cleanliness of Hospital Environment
Quietness of Hospital Environment
Discharge Information
*2010 Bonus criteria = HCAHPS consolidated
system results - must have 4 of the 8 above
domains/questions > the 50th percentile as of
11/6/09
On Target
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Percentile
% Always/ %
Yes Actual
% Always/ %
Yes Goal
79
80%
76%
86
85%
79%
74
67%
62%
70
72%
69%
79
65%
59%
44
69%
71%
68
61%
56%
30
78%
81%
Percentile
% Always/
% Yes Actual
% Always/
% Yes Goal
99
88%
76%
83
84%
79%
16
54%
62%
31
67%
69%
84
66%
59%
62
73%
71%
38
52%
56%
8
73%
81%
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On Target
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
On Target
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




Percentile
% Always/ % % Always/ %
Yes Actual
Yes Goal
36
74%
76%
54
80%
79%
79
69%
62%
99
85%
69%
81
65%
59%
1
52%
71%
89
70%
56%
23
77%
81%