Hospitals aren't Hotels
- 1Apr 2, '12 by MunoRNAn interesting Op-Ed on customer satisfaction in Healthcare.
A longer blog along the same lines:
- 2Apr 5, '12 by Esme12, BSN, RN Senior ModeratorCould this be where the old saying "Kill them with kindness" come in.......medicaine can't be judged on customer satisfaction. I fyour loved one dies, then you aaren't satified (or maybe you are) but that doesn't mean you didn' tget good care. If hte nurse doen't let you eat because you are NPO and that makes you mad and you aren't happy.....does that mean the hospital stinks?
It's a Dangerous slope to rationed healthcare/payment based on outcome.
- 0Apr 5, '12 by herring_RN Guidea study published in last month’s archives of internal medicine has reignited the patient sat survey debate, correlating high patient satisfaction with several negative indicators, including higher patient death rates. …
… a study published last month in archives of internal medicine called “the cost of satisfaction.” the study reviewed patient satisfaction surveys from nearly 52,000 adults and correlated high patient satisfaction with several negative indicators, including higher patient death rates.
the study authors analyzed national medical expenditure panel survey (“meps”) data from 2000 to 2007 and then compared satisfaction scores with variables such as self-rated health status, health care utilization, health care expenditures, prescription drug expenditures, and future mortality. the authors even calculated the study data after excluding patients in poor health, theorizing that such patients would be more satisfied with their physicians, but would also be more likely to die from their diseases.
results of the study showed that patients who had the highest satisfaction ratings spent 9% more on health care and prescription medications than did patients who had the lowest satisfaction ratings. in addition, the most satisfied patients had a 26% greater risk of death compared to least satisfied patients. when patients in poor health were excluded, the risk of death for these highly-satisfied “healthy” patients increased to 44% more than their least-satisfied counterparts. …
… patient satisfaction scores may be “here to stay,” but as the archives study shows, those who over-rely upon patient satisfaction results may do so at their own peril. …