A Patient’s Take on Patient Satisfaction Surveys

PSS

By Amy M. Collins, editor

As an editor at AJN, I come across a lot of information on performance measures and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. It’s a hot topic that we’ve covered several times, with some health care providers railing against these surveys and questioning whether satisfaction during a hospital stay is the same as quality care (see the September Editorial and the July 2012 Viewpoint for more on this).

Yet as usual, reading about a topic isn’t entirely the same as experiencing it. A few days after undergoing a small, non-emergency, in-office medical procedure, I was surprised to find a patient satisfaction survey in my e-mail inbox. Busy and flooded with many other e-mails, I was tempted to banish the survey to the trash can, especially since I didn’t feel I had much to say. But curiosity got the better of me.

The survey started off easily enough, as I clicked through questions such as “Was your waiting room time under 15 minutes?”; “Were the receptionists polite?”; “Was our facility clean?”

But as the survey crept forward, I began to feel overwhelmed by the sheer number of questions. Many questions seemed redundant; for example, I answered about five related to waiting times. Are they trying to catch patients out on inconsistent answers? All the while a green bar at the top […]

2016-11-21T13:06:17-05:00October 14th, 2013|patient engagement|1 Comment

The 10 Most Popular Articles on AJN Right Now

From boliston, via Flickr From boliston, via Flickr

The 10 current “most viewed” AJN articles are below. Sometimes we’re surprised by the ones that go to the top of this list. At other times, the high interest in the article makes perfect sense. Most of these articles are currently free, either because they are CE articles or because they are shorter opinion pieces or the like. We hope you’ll have a look.—Jacob Molyneux, senior editor

“The Care of Pregnant Women in the Criminal Justice System” 

CE article. Overview: Current practices in the treatment and transfer of pregnant inmates in this country may negatively affect maternal and fetal health or well-being. Some violate federal or state laws; others conflict with standards of obstetric care and are widely considered unethical or inhumane. This article discusses these practices; their legal status; and implications for nursing practice, policy, and research.

“Developing a Vital Sign Alert System”

CE. Overview: This article describes the implementation of a nurse-designed, automated system for enhancing patient monitoring on medical–surgical and step-down nursing units. The system . . . was found to substantially reduce out-of-unit codes without increasing nurses’ workload.

“Mouth Care to Reduce Ventilator-Associated Pneumonia”

CE. Overview: Despite the well-established association between good oral hygiene and the prevention of VAP, the […]

Misplacing Our Focus on Quality Improvement

Gold_StarBy Maureen Shawn Kennedy, AJN editor-in-chief

I welcome manuscripts written by nurses in clinical practice, especially comprehensive updates on managing a clinical syndrome or a common problem that readers would find informative and interesting. I call these the “meat and potato” papers—the ones that provide substantial content, the need-to-know information that will help nurses provide quality, evidence-based care. The best ones discuss the physiology and pathology underlying clinical symptoms, practice implications for ongoing monitoring and management, and patient and family teaching and concerns.

The other papers I value are those that describe quality improvement initiatives or processes that improve outcomes and, by following the SQUIRE (Standards for QUality Improvement Reporting Excellence) guidelines, are sufficiently detailed so that others can replicate them. (For information on what we seek to publish, see a recent blog post.)

Lately, though, I’m seeing more and more submissions that are not so much focused on how to use best practices to improve care, but rather on ways to improve scores on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The authors typically describe the impetus for the improvement as low scores, get administrative support to set benchmarks for improving scores, and define success as improved scores. Often the changes are clinically insignificant but scores increase, so everyone is happy.

While the HCAHPS is a national measure that has been adopted as a measure of quality, it’s important to keep in mind that it measures […]

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