Hello all, I recently took a position in which a majority of the responsibility are patient outcomes. Meeting HCAHPS , SCIP , etc. Im hoping that someone can shed some light with patient satisfaction survey scores. My hospital uses PRC as our surveyor. Recently I had the experience to listen to the recorded survey phone calls which we were scored an "Always and a 9 or 10 on every phone survey call. So, to my amazement when we received our survey scores they were less than stellar. My manager was just as surprised by the report as was I. During a conversation with my manager, I inquired what our Nursing Director's position on the results. The response was that our Director stated the numbers dont lie. Can someone please shed some light how this could be? I am just short of calling PRC and asking to be educated to the process and would if it wouldnt put me in a bad light with management. With this new position's primary goal is to meet protocols and improve and maintain satisfaction scores, I feel that I really need to know what I am up against. We of course have a quality team within our system, however, this position is entirely new and unit based. I definitely need to insure my position is warranted. All input will be greatly appreciated!