Patient satisfaction scores RULE. Nurses are constantly being told to change aspects of their practice, in order to raise “those sacred scores.”
But what is the number one underlying factor influencing the scores that patients give?
Just to validate surveys for a second – most of us appreciate honest feedback. Even in personal friendships, we like to know if what we offer to the relationship is beneficial. Feedback gives us a chance to alter our future behaviors – or not.
Not surprisingly, because of their effectiveness, satisfaction surveys are widespread – not just for hospitals. Most businesses ask customers to participate in their surveys.
Why? Because the results are valuable to competition and business growth. Survey Monkey says its all about patients/customers receiving what they expect.
Of course you know patients want to feel that you know them very well. They like for you to speak to them in plain language, and to make sure they really understand the content and how to apply it. They also want to feel your positive attitude and see great teamwork.
Am I saying that its all about YOU? YES! I am saying it is all about YOU.
You are the one they have to trust with their lives and well-being for 12 hours. You are the one they hope will get their medicine right, keep them safe, advocate for them, and promote their healing with knowledge, compassion and honesty.
They are trusting their lives to you. What an honor!
But what makes YOU feel positive and work well with your team? Had you thought about how much your own feelings about your work directly influence your patients’ perception of their own safety?
In other words, do you and your nurse managers realize how closely YOUR satisfaction is linked to your patients’ satisfaction scores?
Not surprisingly, according to Science Direct, a strong correlation was found between poor patient satisfaction surveys and burned out nurses.
Patients who had nurses who were exhausted and ready to quit gave negative scores. Conversely, patients cared for by nurses who found their work meaningful, gave higher scores on their surveys.
The bottom line seems to be that, “IF MAMMA AIN’T HAPPY, THEN AIN’T NOBODY HAPPY!”
In other words, if nurses are not happy, and no longer view their job as meaningful, the patients will sense it and feel less confident that they are getting the best care possible. Studies across the globe have found this true, as you will see in the article in thebmj .
So, for floor nurses and nurse managers alike, “THE SURVEY SAYS”: Patient satisfaction = nurse job satisfaction. Food for thought, eh?
Sources for this article:
For more information, see:
Love Your Patients! Improving Patient Satisfaction with Essential Behaviors That Enrich the Lives of Patients and Professionals
TIME to CARE: How to love your patients and your job
How to Survive and Maybe Even Love Your Life as a Nurse