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Collecting patient satisfaction data

HCPro's Weekly Update on the ANCC Magnet Recognition Program®*, January 15, 2008

The collection of data regarding patient satisfaction can be retrieved from patient satisfaction surveys and, if the organization is a participant, from the 2007 Consumer Assessment of Healthcare Providers and Systems Survey (CAHPS). The CAHPS Hospital Survey is a standardized survey of the experiences of adult inpatients with hospital care and services. The survey addresses topics that have been shown to be important to the healthcare consumer. Hospitals across the country are using this survey.

The survey directly measures nursing care quality as perceived by inpatients at acute care hospitals by asking the following questions:

• During this hospital stay, how often did nurses treat you with courtesy and respect?
• During this hospital stay, how often did nurses listen carefully to you?
• During this hospital stay, how often did nurses explain things in a way that you could understand?
• During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?

Source: Dorothy Garman, RN, MSN, nursing consultant

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