Nursing

Get a high five for your patient care

HCPro's Advisor to the ANCC Magnet Recognition Program®, March 1, 2009

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Patient satisfaction scores fell to 33% at CHRISTUS Hospital-St. Mary in Port Arthur, TX, in 2005. It was a number that didn?t sit well with the organization's nursing directors and managers. "We immediately formed a patient satisfaction team to determine what lengths we were going to go in order to make our patients happy," says Jane Rawls, RN, MEd, the CNO at CHRISTUS, a 661-bed hospital. "We were on a limited budget and knew we could do this cost-effectively by changing mind-sets, attitudes, and overall culture." In just one year, these changes boosted patient satisfaction scores above the 90th percentile at St. Mary's.

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