Patient Satisfaction an External Influence
Walden University

Abstract
Patient Satisfaction is an external Influence that impacts every medical Institution. It allows for Institution to gain knowledge and awareness in real time from patient evaluations. These surveys are publically reported for future patient knowledge. Health Care Administrators have a very significant role in understanding their patient’s point of view. Patient Satisfaction is a goal for every Administrator to obtain for future growth and development in the institution they manage.

Maintenance

Patient Satisfaction an External Influence
Patient Satisfaction is a key component and important in every health care environment. No, the patient is not always right. However, satisfying your patient is essential. Medical institutions provide a service, and this is not just any service. These are services that patients pay for and demand a certain level of care to be rendered. Some patients pay out of pocket or thorough a form of insurance: HMO, PPO, MCO, Medicare, Medicaid, CHIP, etc… (Shi and Singh, 2012). No matter the form of payment an Administrators goal and responsibility is to assure that patients are satisfied from every aspect and level of care delivered.
Nancy Stanley, Nurse Manager of the John Hopkins Hospital (JHH), Medical Surgical Pediatrics unit allowed for me to interview her and asked questions as it pertain to specifically her unit and Patient Satisfaction surveys: Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and Press Ganey (PG). Nancy has over 25 years at the Johns Hopkins Hospital and eight years as a Nurse Manager at JHH. “HCAPHS and Press Ganey surveys are welcomed on my unit” (N. Stanley, July 25, 2014).
Nancy gave very positive insight in regards to patient satisfaction that many others may not welcome as positive. “In every medical institution our goal is patient-centered care. If patients are our goal, a better viewpoint on how their healthcare is being deliver could not be given from any greater source” (N. Stanley, July 25, 2012). A patient’s perspective gives answers on how we can improve or maintain the level of care routinely given.
Johns Hopkins distributes quarterly patient satisfaction reports form Press Ganey, which provides and comment section for patients to fill in if needed and also HCHAPS, which breaks down every unit at the JHH. Every quarter Nancy conducts unit meetings with her medical staff to work out improvement if their scores are low and discussion to maintain the areas in which patients are satisfied. Each survey gives a break down on the patients stay from medical staff, nutrition, and housekeeping. “This allows for me to not only address my unit and our errors, it also allows for me to direct other areas that are lacking. HCHAPS and Press Ganey are not negative surveys towards and institution. There’s a lot of competition in the medical field amongst another institution. This allows for JHH to keep their institution in line to maintain their number one-spot nationwide. Patients Satisfaction scores impact the Johns Hopkins Institution as a whole. However, that accountability of my unit falls on me” (N. Stanley, July 15, 2014). A financial implication is a major impact that I believe the JHH institution could possible face (hcahpsonline.org). “The only implications I can see as an Administrator in my position would include understanding my patients and how they feel. Not only physically, their opinions matter to me about the delivered care they receive. My staff knows that I love my patients, and my goal is to assure their happiness. If I can’t understand my patient point of view, I do not need to fulfill this role” (N. Stanley, July 25, 2014). Healthcare Administrators are responsible for the quality of care delivered, remaining in compliance and accountability as it relates to these surveys. “Knowledge and awareness on my unit’s scores will allow for not only insight also continued development. These insights also impact the institution in regards to greater insight on how patients evaluate the hospital” (N. Stanley, July 25, 2014).
The HCHAPS surveys are calculated by the percentage of questions answered by patients publically reported and can potentially lead to financial loss. (hcahpsonline.org). Often time’s patients want to know about their level of care prior to treatment. “Hopkins is an institution in which people will come from all over the world to receive treatment. I cannot allow for my unit contributing to negative HCHAPS and Press Ganey scores. As an administrator, my customers are priority before my staff. My patients and family member of patients are given a daily interview within my unit with my Customer Service Coordinator (CCSC). This allows for me to catch any negativity that could impact my scores prior to it reaching HCHAPS or Press Ganey N. Stanley, July 25, 2014).
Conclusion
Patient Surveys should not be viewed as negativity from an intuitional perspective. Surveys are given to give feedback on areas of improvement. A possible implication that an administrator could face; not understand their patient point of view. Patient center care is important to maintain a great institution. HCHAPS is a publically reports survey that could possible lead to financial payment is scores are low and PG evaluation re not only scored by percentile it also includes a comment section. These surveys allow for institutions and administrators to see a patients point of view from their perspective in real time.

References
Driving Targeted Performance Improvement, 2014 Retrieved from Pressganey.com
Hospital Consumer Assessment of Healthcare Providers and Systems, 2014 Retrieved from http://www.hcahpsonline.org/home.aspx
Press, I., Ganey, R.F., Malone, MP., (1991). Healthcare Financial Management. Journal of the Healthcare Financial Management Association, 45(2):34-6, 38, 40-2
Shi, L., & Singh, D. A. (2012). Delivering Health Care in America: A Systems Approach 5th edition. Burlington, MA: Jones & Bartlett Learning.

Patient Satisfaction an External Influence
Walden University

Abstract
Patient Satisfaction is an external Influence that impacts every medical Institution. It allows for Institution to gain knowledge and awareness in real time from patient evaluations. These surveys are publically reported for future patient knowledge. Health Care Administrators have a very significant role in understanding their patient’s point of view. Patient Satisfaction is a goal for every Administrator to obtain for future growth and development in the institution they manage.

Maintenance

Patient Satisfaction an External Influence Patient Satisfaction is a key component and important in every health care environment. No, the patient is not always right. However, satisfying your patient is essential. Medical institutions provide a service, and this is not just any service. These are services that patients pay for and demand a certain level of care to be rendered. Some patients pay out of pocket or thorough a form of insurance: HMO, PPO, MCO, Medicare, Medicaid, CHIP, etc… (Shi and Singh, 2012). No matter the form of payment an Administrators goal and responsibility is to assure that patients are satisfied from every aspect and level of care delivered. Nancy Stanley, Nurse Manager of the John Hopkins Hospital (JHH), Medical Surgical Pediatrics unit allowed for me to interview her and asked questions as it pertain to specifically her unit and Patient Satisfaction surveys: Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and Press Ganey (PG). Nancy has over 25 years at the Johns Hopkins Hospital and eight years as a Nurse Manager at JHH. “HCAPHS and Press Ganey surveys are welcomed on my unit” (N. Stanley, July 25, 2014). Nancy gave very positive insight in regards to patient satisfaction that many others may not welcome as positive. “In every medical institution our goal is patient-centered care. If patients are our goal, a better viewpoint on how their healthcare is being deliver could not be given from any greater source” (N. Stanley, July 25, 2012). A patient’s perspective gives answers on how we can improve or maintain the level of care routinely given.
Johns Hopkins distributes quarterly patient satisfaction reports form Press Ganey, which provides and comment section for patients to fill in if needed and also HCHAPS, which breaks down every unit at the JHH. Every quarter Nancy conducts unit meetings with her medical staff to work out improvement if their scores are low and discussion to maintain the areas in which patients are satisfied. Each survey gives a break down on the patients stay from medical staff, nutrition, and housekeeping. “This allows for me to not only address my unit and our errors, it also allows for me to direct other areas that are lacking. HCHAPS and Press Ganey are not negative surveys towards and institution. There’s a lot of competition in the medical field amongst another institution. This allows for JHH to keep their institution in line to maintain their number one-spot nationwide. Patients Satisfaction scores impact the Johns Hopkins Institution as a whole. However, that accountability of my unit falls on me” (N. Stanley, July 15, 2014). A financial implication is a major impact that I believe the JHH institution could possible face (hcahpsonline.org). “The only implications I can see as an Administrator in my position would include understanding my patients and how they feel. Not only physically, their opinions matter to me about the delivered care they receive. My staff knows that I love my patients, and my goal is to assure their happiness. If I can’t understand my patient point of view, I do not need to fulfill this role” (N. Stanley, July 25, 2014). Healthcare Administrators are responsible for the quality of care delivered, remaining in compliance and accountability as it relates to these surveys. “Knowledge and awareness on my unit’s scores will allow for not only insight also continued development. These insights also impact the institution in regards to greater insight on how patients evaluate the hospital” (N. Stanley, July 25, 2014). The HCHAPS surveys are calculated by the percentage of questions answered by patients publically reported and can potentially lead to financial loss. (hcahpsonline.org). Often time’s patients want to know about their level of care prior to treatment. “Hopkins is an institution in which people will come from all over the world to receive treatment. I cannot allow for my unit contributing to negative HCHAPS and Press Ganey scores. As an administrator, my customers are priority before my staff. My patients and family member of patients are given a daily interview within my unit with my Customer Service Coordinator (CCSC). This allows for me to catch any negativity that could impact my scores prior to it reaching HCHAPS or Press Ganey N. Stanley, July 25, 2014).
Conclusion
Patient Surveys should not be viewed as negativity from an intuitional perspective. Surveys are given to give feedback on areas of improvement. A possible implication that an administrator could face; not understand their patient point of view. Patient center care is important to maintain a great institution. HCHAPS is a publically reports survey that could possible lead to financial payment is scores are low and PG evaluation re not only scored by percentile it also includes a comment section. These surveys allow for institutions and administrators to see a patients point of view from their perspective in real time.

References
Driving Targeted Performance Improvement, 2014 Retrieved from Pressganey.com
Hospital Consumer Assessment of Healthcare Providers and Systems, 2014 Retrieved from http://www.hcahpsonline.org/home.aspx
Press, I., Ganey, R.F., Malone, MP., (1991). Healthcare Financial Management. Journal of the Healthcare Financial Management Association, 45(2):34-6, 38, 40-2
Shi, L., & Singh, D. A. (2012). Delivering Health Care in America: A Systems Approach 5th edition. Burlington, MA: Jones & Bartlett Learning.