A recent study by the U.S. Department of Health and Human Services (HHS) tallied satisfaction scores of several patients recently discharged from hospitals. In this study, hospitals were rated according to patient responses to a short list of questions. Topics included communication (patient education, listening skills and courtesy of medical staff); call bell response; pain management; and environmental concerns (such as cleanliness and noise issues). Overall, national satisfaction scores were positive. Most of those surveyed would recommend their hospitals to others and over half rated their hospital as a “9” or “10” (out of 10). However, many patients found some aspects of their care lacking. For example, more than a quarter reported communication problems with their nurses.

I think as nurses, we can address many of these concerns. I try to assure that patients and families receive adequate education during their stay and prior to discharge. In a perfect world, patients should leave the hospital with sufficient understanding of their condition and treatment, medications, follow-up and contact information. Consistent communication and courtesy with all patients and family members is essential, and seems obvious. This includes listening carefully to concerns and questions, and providing prompt and accurate answers. It may also mean contacting providers to meet with patients and family members whenever necessary. But is all of this realistic?

Many nurses feel that they lack staffing, time and energy to respond to these needs as quickly as they would like. Even patient education can be difficult with family or transportation personnel waiting impatiently at the bedside or when patients are suffering from pain or mental anguish. Noise levels are inevitable during a code or other safety issue. And, in the middle of a med run, it can be hard to stop and listen to all of a patient’s concerns.

We all play a vital role in monitoring call bells and bedside alarms, and insuring that patients receive appropriate pain management. Although some types of noise from construction, intercoms and equipment are beyond our control, we can control the level of our own voices and closely heed the sound of alarms from IV poles and other equipment. While housekeeping may not always be able to immediately respond to requests to clean patient rooms and bathrooms, we can work together to keep clutter to a minimum and dispose of trash and used food trays as promptly as possible.

How can we safely enhance patient satisfaction within the reality of our work environments? Are there other questions that should have been included in this survey? How would your facility fare?