[dbussone]

Originally Posted by blueash

Thank you for volunteering. However if I were a hospital administrator I would do my survey after the first night while the patient was still in the hospital. The patient has gone from very frightened to stabilized,and is hopefully pain controlled both of which are a big improvement from the day before, and is still subject to the quality of the care which is going to be received over the next hours and days while still in the hospital. Of course they are going to be both feeling better [pleased] and cautious about complaining. I'd add that the great majority of complaints are about the ER not the inpatient units. Maybe the administration should have you walking about in the ER doing a survey of how satisfied patients down there are feeling. Maybe even make it anonymous and not face to face so there is no pressure to be socially pleasing. Say a cell phone app that allows people to rate the care every 15 minutes, a series of scales looking at wait time, courtesy, housekeeping, being kept informed, comfort. These are features the waiting patient can intelligently rate.



It is uncommon for diners to complain about a bad meal while still in the restaurant even though there is no concern that the staff is going to be cooking their next meal. Server asks "How was the meal" "Fine" but all along they complained to their dining mates about the quality. Which report is the accurate one? The complaint to the friends at the table or the "fine" given the server?

There have actually been studies about surveying patients while in the hospital. The data is skewed because patients are concerned they will be mistreated if they complain while still in the hospital. Almost all hospitals survey patients after discharge for this reason.


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