Improving Patient Satisfaction Scores: A Case Study

Beverly M. Ford

Hourly Rounding: A Strategy to Improve Patient Satisfaction Scores

P

atient satisfaction is an important phenomenon in the health care industry. Health care organizations continually seek innovative approaches to boost patient satisfaction scores. Several studies uncovered nursing behaviors essential to patient satisfaction. Patients value the nurse-patient relationship, as well as time spent with them, continuity of care, trust, compassion, respect, safety, understandable instructions, and service quality. They also appreciate reliability, responsiveness, and effective communication (Andaleeb, Siddiqui, & Khandakar, 2007; Cheng, Yang, & Chiang, 2003; Davis, 2005; Fan, Burman, McDonell, & Fihn, 2005). Satisfaction surveys
19/No. 3

a result, nursing services continue to expand. Leaders determined it is crucial to maintain and/or exceed the high standard of care as expansion occurs. Patient satisfaction at BWMC is monitored currently by the Jackson Healthstream Organization and uses the new Hospital Consumer Assessment of Healthcare Providers and Systems survey. This is a tool co-developed by the Centers for Medicare & Medicaid Services and the Agency for Healthcare Research and Quality (AHRQ). It provides a nationally standardized and publicly reported benchmark of patients’ perception of their care (AHRQ, 2008).

everything was completed, the patient was informed a health care staff member would return within an hour to round again (Leighty, 2006a). Knowing someone will return in an hour allowed patients to cluster requests and alleviates anxiety, contributing to their safety and well-being (Wood, 2005). These behaviors contributed to increased patient satisfaction scores.

other possessions within reach?” Items used most frequently must remain within easy reach of the
(2007). Patient satisfaction surveys. Retrieved from http://survey.pearsonassessments.com/ audience/patient.htm Shaner-McRae, H. (2007). Notes on nursing. Retrieved from http://www.fahc.org/ Nursing/nursing_contribution/NON_200 7/02-07_NON.pdf Sigma Theta Tau International. (2006). RNews capsules. Retrieved from http://www2.nursingsociety.org/RNL/4Q _2006/columns/rnews_capsules.html Sofaer, S., & Firminger, K. (2005). Patient perceptions of the quality of health services. Annual Review of Public Health, 26, 513-559. Studer Group. (2005). The magic of rounding: Quint Studer brings a leadership technique from medicine into the world of business. Retrieved from http://www. studergroup.com/dotCMS/knowledge AssetDetail?inode=111088 Studer Group. (2007). Hourly rounding supplement. Retrieved from http://www.mc.vanderbilt.edu/root/pdfs/nursing/hourly_roun ding_supplement-studer_group.pdf The Joint Commission. (2008). 2008 National Patient Safety Goals: Hospital