I would like to know if other hospitals are participating in some sort of customer service surveys. At our hospital, all the patients are sent a survey in the mail about a week after discharge. It has questions about the service received at our hospital including nursing, physician, food, housekeeping, admitting, and chaplains/volunteers. It is based on their perception of service received. It can be filled out by the patient or a family member. The problem I see is that of the over 200 patients my unit alone sees in a month, only between 8 and 20 of these surveys are returned and usually by those who are upset about something. 3 times a week, either my nurse manager or I go to every patient and ask how the service has been and overwhelmingly we have positive answers. But administration is on our tails because the surveys seem to say that service is poor. Of course this is very frustrating for my nurses who feel (and who I feel) do work hard and do a good job. We have even gotten to the point of telling patients to send in good surveys (like they do when you buy a new car
!). Does anyone have any thoughts or suggestions?