Quote from That Guy
I honestly think the people that fill those out have zero clue what they are doing. Take for example our latest batch of wonderful surveys.
1. You feel like the nurses respected you - 97%
2. Felt that the nurses listened to your needs - 52%
Um isnt part of respect listening to your needs? Do they even realize what they are answering? I feel like I am dealing with a truck load of derps when it comes to people sometimes.
Haha... that's great. Our latest survey wasn't actually on patient satisfaction but patient education. Our PTB decided a few months ago they were going to make education "packets" that every patient with certain new diagnoses needed to get. These packets were, quite obviously, not made by anyone who has done any kind of patient education in the recent past because they consisted of basically an entire foundation's website printed out and put in a folder. The one time I actually gave it to a parent she burst into tears and I couldn't teach her anything because she was so overwhelmed. That was the last time I ever gave that packet to anyone. I prefer to do teaching the way I've always done it- with a few very basic education sheets and more one-one time sitting down discussing the diagnosis.
I read the results of this survey that my manager posted all over our bulletin board in our conference room... to me they looked good. In every question, a maximum of 2 people didn't give the best possible response. Apparently management doesn't understand that, in every group of people you educate, someone is bound to be either a) too overwhelmed/stressed by the new diagnosis to take it all in or b) too stupid. Sorry but it's true. The person who said they weren't taught about their child's medication is probably the person who was taught by 4 separate nurses and given syringes from our supply with the 4 mL mark highlighted so they'd know how much medication to give. I bet these surveys are tied to the patients medical record number, so I'm sure at some point they'll be going through the charts and auditing the documented education and then tracking down nurses that documented that they taught said parents about medication to tell them that, in a survey the parent took several weeks/months later, they said they weren't taught about their medications. Because it's completely impossible to forget things when you're overwhelmed, right?