After 5 straight years of being on
After 5 straight years of being on the “Best Hospitals Honor Roll” emergency medicine in the country, Midland Hospital fell off the list. The primary reason was a significant decline in patient satisfaction with care. As hospital administration investigated the cause of the decline in patient satisfaction, they uncovered a significant number of patients who reported that the experiences with the nursing staff was either very sterile, or that they felt little to no connection. The decision was made to redouble the hospital’s efforts to increase patient satisfaction, and the search for a theory that would help create the foundation for an intervention. The most confusing part of the investigation centered around the facts. Oddly enough, while the patients reported a lack of satisfaction with care they received, the data clearly demonstrated that patient outcomes had improved over the last year by a very high margin. Wait times in the emergency room had decreased, and the amount of time it took to move a patient from ER admission to hospital admission or discharge had also decreased. Recognizing the incongruent results of the reported satisfaction with care and the actual data supporting significantly high care outcomes, the administration determined that help was needed to understand where the disconnect was occurring, and to implement a correction strategy. An analyst hired by Midland began assessing the situation. One patient response that caught her eye was short and to the point. “No one cares about us.” Also of interest, the most recent ER employee satisfaction survey revealed a decline despite their documented successes. The analyst wondered if the patient may not be reporting a dissatisfaction in the health care received, or the outcome achieved. Could the comment be more about “feeling cared for?” If she could figure out how to How can the analyst measure the patients’ perception of caring to validate her theory that patients did not feel cared for? Answer choices: A. Review patient charts making note of any documentation of problem interactions between patients and staff. B. Conduct follow-up interviews with patients seen in the ER over the past year by phone. C. Incorporate CAT immediately and review findings. D. Require patients to complete a short survey at discharge focused on their interactions with healthcare staff. Justify the answer chosen.
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