Redesign for patient satisfaction

Article Abstract:

Heywood Hospital in Gardner, MA, redesigned its delivery of patient care by utilizing patient service representatives (PSR) to improve patient satisfaction by increasing customer service. The PSR combines housekeeping and dietary functions with those of a nursing assistant to provide personalized care for a small set of hospital patients. Patient survey results show that the PSR was successful in increasing satisfaction. PSRs were often individually praised by patients for enhancing their hospital stays. Heywood implemented hospital-wide customer service training as a result of the surveys.

Methods, Services, Patient satisfaction, Patient advocacy

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Factors that Influence Patient Satisfaction in the Emergency Department

Article Abstract:

Research revealed satisfaction levels of urgent and nonurgent patients in relation to nursing care, ancillary services, and information revealed, and the emergency department environment. The main area of concern was information about the length of waiting time. emergency department nurses play a significant role in ensuring that patients are satisfied and that they receive quality care.

Social aspects

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Impact of Unlicensed Assistive Personnel on Patient Satisfaction: An Integrative Review of the Literature

Article Abstract:

Research on the relationship between implementation of a model of care using unlicensed assistive personnel and patient satisfaction was conducted. The implementation was found to increase patient satisfaction. A survey conducted on hospitals revealed 97% of surveyed institutions currently employ unlicensed assistive personnel.

United States, Research, Beliefs, opinions and attitudes, Patients

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