Boost patient satisfaction scores with hourly rounding

Staff Development Weekly: Insight on Evidence-Based Practice in Education, January 31, 2008

As hospitals brace for the public unveiling of their patient satisfaction scores, hourly rounding is a way for organizations to improve their ratings as well as their care. Checking in on patients every hour will not only help patients deal with their pain; it will also likely improve that patient's perception of the hospital's responsiveness to concerns and complaints. And hourly check-ins forge a stronger bond between nurses and patients, thus improving ratings on the level of respect with which nurses treat patients.

A 2006 study of more than 2.3 million patients found the five areas that drive up overall scores. They are:

  • Attentiveness to personal needs
  • Responsiveness to concerns/complaints
  • Level of courtesy/respect with which the nurses treat patients
  • Care with which doctors listen to patients
  • Extent of efforts by staff members to help with pain

Hourly rounding can improve patients' perceptions in these areas. Encourage staff members to ask patients, "Is there something else I can do for you?" Then, patients know someone is going to come back and they will never feel alone. Their personal needs have been taken care of.

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