It sounds like you're saying that RNs only are giving care to the patients, which I would disagree with. There are many many people in various positions who interact with the patients and contribute to their care, from registrars to housekeeping to techs to nurses to docs to management to radiology techs...you get the idea.
Patient satisfaction is in all our hands, although administration does seem to come down on the nurses the hardest. Personally, I'm sick of our unit's PG scores being lowered b/c the patient came in to ED on a night when admin refused to let us go on diversion and therefore had a long wait...that is not my unit's fault. They can feed us the BS about bed turnover and how ED wait time is contributed to by all departments from radiology and lab to nursing units, but if you refuse to let us go on diversion when there are no freaking beds in house and the wait to be taken back to an ED room is four hours, that's on you, buddy. Or when they're lowered b/c the MRI machine broke down AGAIN and they had to wait three days for their brain MRI that ended up showing a bleed, and the only reason they got it that fast was b/c the neurosurgeon was up their butt for those three days. Just a small example of why I think "patient satisfaction" scores are BS.
Yes, healthcare is a consumer driven industry, so "satisfaction" should come into play. However, it seems like outcomes should be placed into a category of more importance, but you never hear admin saying "all these studies say that a lower nurse: patient ratio contributes to less mortality and shortens length of stay, so we're changing the staffing grids to give you more nurses, techs, and ancillary staff." Bunch of BS is what it is.
And I'm sick to death of the idiots not realizing that employee satisfaction is directly related to patient satisfaction. Preaching to the choir here, I know. But if I, a lowly LPN floor nurse, realize this, why don't the butt heads with MBAs that are running the place (and have never worked on the floor, I might add) realize it?
I think that everyone in upper management should be forced to work the floor for a few weeks every year or so to see what we face. You're gonna run the place, you should work in the front lines every once in a while. When I worked fast food when I was younger, I worked in a restaurant that was well run and the manager/owner respected his staff...b/c he worked the front line, grill, drive thru, etc. when we were short, he saw the crap we put up with, and recognized when little things (like how the stock was organized) contributed to inefficiency and changed it. So why do we have people running businesses where people's lives are at stake who have no clue how to care for said people, aside from interpreting risk/benefit analysis and comparing it to the bottom line?