Here is an article that addresses a common issue found in today’s healthcare setting. The Patient Satisfaction Score, although a great idea, has become an albatross around the necks of all healthcare workers. It is one thing to practice a patient-centered nursing, which is good; but it is another thing to turn nurses into maids and servants who are desperate to please. Sometimes what the patient wants is not what the patient needs to improve his health and denial of his wants can be reflected in the patient satisfaction score.
There is not a nurse alive who goes to work and says, “I am going to make my patients very unhappy today by denying them all their requests.” To think there is such a nurse is just plain stupidity. Nurses are there to administer care while a patient is unable to do so for himself and while his condition warrants close monitoring. All nurses want their patients to be happy and healthy, but there is also a reason why the patient is in the hospital to begin with. Nurses have to walk that fine line between wants and needs all day long.
Please read this article and see if you agree or disagree that Patient Satisfaction Scores are becoming a real problem in the healthcare arena.
A misguided attempt to improve healthcare has led some hospitals to focus on making people happy, rather than making them well.
Beginning in October 2012, the Affordable Care Act implemented a policy withholding 1 percent of total Medicare reimbursements—approximately $850 million—from hospitals (that percentage will double in 2017). Each year, only hospitals with high patient-satisfaction scores and a measure of certain basic care standards will earn that money back, and the top performers will receive bonus money from the pool.
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