The ridiculousness of basing reimbursement on customer satisfaction - page 3

by wooh | 5,953 Views | 25 Comments

If hospital reimbursement is going to be tied to customer satisfaction surveys, I think EVERYTHING should be tied to customer satisfaction surveys. There was some ridiculousness at the Kroger grocery store tonight. I'd only... Read More


  1. 4
    Hey... it's the government... could we expect anything else?
  2. 9
    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.
    Aurora77, All4NursingRN, anotherone, and 6 others like this.
  3. 4
    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?
    anotherone, Aurora77, lindarn, and 1 other like this.
  4. 5
    I love the questions on the HCAPS about 1- having their pain controlled adequately- I guess the survey instrument and the hospital administrators don't know about "drug seekers". 2 when you needed help going to the bathroom or the bedpan, did you get the help you wanted "as soon as you wanted it".

    I'm in agreement with all the OP posters- make short staff your mode of operations and then send out a survey with questions as dumb as this. That survey and the staffing ratios are an oxymoron- just like the bevy of morons that run our hospitals in this country.!!
  5. 3
    ive said this before- are we stupid? of course the government knows we're going to get terrible scores- therefore THEYwont HAVE to PAY FOR ANYTHING!!! They get to continue to line their pockets with gov't money- the pt loses, and we lose, probably our jobs. Someday this will all come to a head. Very sad state of affairs.
  6. 6
    Whoever told patients that vomiting, diarrhea and abdominal pain was going to be like a trip to Disney. Patient satisfaction surveys. What jerk came up with that idea.

    Patient with diarrhea. "let us know about your hospital experience. 1. Was this your best experience ever? " Anyone who enjoys having diarrhea, has mental problems and needs meds.

    Loved the NY Times article on the $4,000/night hospital suites. complete with personal chef, nice sofa and white spa bathrobe.. Do they serve GoLytele ice pops. What if the ritch and famous need a bowel prep for a colonoscopy- do they pay someone to take the prep for them. Maybe they dont defecate stool, only talk alot of it.
    anotherone, Aurora77, jrwest, and 3 others like this.


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