Patient Satisfaction scores are real. They are now being reliably measured and point to the scores’ strong relationship to nursing care and performance.
These scores reflect our patients’ expectations of being cared for with authentic caring and as a whole person. Patients are telling us that they know what caring feels like, and that they need and want to feel cared for.
Patients turn naturally to nurses to meet their caring needs.
Patients have been given their voice. These scores are validation of nursing’s value and impact on patients. Right?
This is a golden opportunity for nursing.
Patient satisfaction scores are a part of Value Based Purchasing, which drives portions of reimbursement.
So the race to reach higher scores is compounded by the drive for economic gain.
This race focuses all eyes sharply on nursing practice and performance. Nurses at the bedside and frontline nurse leaders are feeling these heightened economic pressures.
Our patient’s voice turns out to be a double-edged gift/sword for nursing. The good news, the scores validate our value and impact on patients’ care experiences, and the bad news is that it is tipping the scales of high work stress levels for nurses.
How do we negotiate this? What sweeping innovation is going to be our response to our patient’s voice?