Inside scoop from our experts: Patient satisfaction data

HCPro's Weekly Update on the ANCC Magnet Recognition Program®*, July 30, 2010

This week’s question on professional organization participation comes from a discussion on JourneyTalk. Meryl Montgomery, RN, MSN, nursing quality improvement coordinator with Medical Center of Central Georgia in Macon GE provides some insight..

Q: Is anyone willing to share the following information regarding your process for measuring patient satisfaction, such as what vendor(s) do you use and how meaningful is the data provided?

A: We use NRC Picker. The information we get information is meaningful: good tables and comparisons, able to run nurse sensitive indicator questions and analyze. This includes the mandated questions, but is not customizable. Our prior survey tool was stopped and we had to pick another company. It’s been difficult transitioning away from phone calls and eliminates some of our lower-literacy patients who cannot understand the surveys. Information provided quarterly for all aspects of our continuum, emergency, inpatient, ambulatory, procedural, etc., with national comparison with significant number of hospitals.

Editor's note: On JourneyTalk you can network with your peers, discuss the new manual, share your helpful tips, and get advice on how to meet the program's expectations. Become a member of JourneyTalk when you subscribe to HCPro's Resource Center for the ANCC Magnet Recognition Program®.

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