How do you get patients to give you a "very good?" - page 4

It seems like no matter how hard we try, our percentage of "very good" responses continue to drop. How do you get the patients to mark very good as opposed to "good" on the survey they get in the... Read More

  1. by   Kate RN
    Customer Service has been a major focus for us, especially in our ED that just finished major reconstrustion. We have not found a magic formula either. Our surveys go out to everyone before their bill. I have been known to respond to thank you's on discharge with a "your welcome- my name is Kate so you can fill our survey out when it comes" they usually think that is funny. Advice from management has been to make sure to ask if there is anything else they need. This gives them the feeling we have time for them- even if we do not. On the floor we are trying out a plan- to spend 5 minutes sitting with the patient discussing goals for the day. The study we read says patients will percieve it as much longer than 5 minutes and that it has positive impacts oin the surveys.
    As far as why we care about the survey results- we are piloting a model of Shared Success. If they survey results and the net income of the organization are at predeterimed levels at year end we all get a bonus check in ratio to our pay level. Not such a bad deal if it works.
  2. by   teeituptom
    they call it Star Service here


    a rose by any other name...........
  3. by   Iam46yearsold
    Give them all dilaudid and a script for lortabs and xanax
  4. by   Looking4Seaglass
    Quote from MrsWampthang
    It seems like no matter how hard we try, our percentage of "very good" responses continue to drop. How do you get the patients to mark very good as opposed to "good" on the survey they get in the mail?

    I am so sick of trying my best to take good care of my patients and then get it thrown back in my face because it wasn't "very good care" according to the returned patient surveys.

    Anyone have any suggestions?

    Pam
    Yes, it is frustrating when you try your very best and go above and beyond to care for your patient's needs. I think it might be a part of the entitlement mentality patient's have these days. I have to tell myself frequently when my best is just not good enough. (I can only do so much, I am only one person)....it helps!
  5. by   biker momma
    The hospital I work at uses Press-Ganey scores and we have the same problem. We are "nagged" frequently that our scores aren't high enough. While I admit there are some nurses who give just the basics in care the majority of us give our all 99% of the time. Some of the negative scores are related to wait times, pain management - things that as the nurse I have no control over. One question that management loves relates to knowing the nurses name; I can tell the patient my name everytime I step into the room but most of the time they don't remember it a month later when the survey comes in the mail. Like others - I do my best by every patient and have to accept that I can't change the world.
  6. by   ghillbert
    We have one girl who always gets mentioned, gets cards and letters blah blah. She comes in on days off to take patients to see the fireworks on July 4th, buys them cake for parties when they are inpatient on holidays, etc etc. She has no life, and lives for the validation she gets for doing this stuff. Good for her.. whatever floats your boat.
  7. by   FireStarterRN
    Maybe you can bribe them? Give 'em some incentive like extra morphine or $20...
  8. by   BroadwayRN
    i don't care what the surveys say, i know that i can sleep good at night knowing i took care of the patients to the best of my ability. as long as i don't get negative comments (which i haven't) i don't sweat it. you can never please everyone and the one's who are pleased usually forget about it or cloud their memories with those who weren't so good.
  9. by   JD228
    Quote from hmccartn
    is it common for hospitals in the states to send out surveys to patients?
    to my knowledge this doesnt happen in canada.
    i am moving to Canada
  10. by   Iam46yearsold
    For me it is too cold in Canada

close