Authors

1. Triolo, Pamela Klauer PhD, RN, FAAN
2. Hansen, Paula MHA, RN, CHE, CNAA
3. Kazzaz, Yasmin MHA
4. Chung, Heather MSN, RN
5. Dobbs, Stuart MD

Abstract

Hospitals today are challenged by high patient census, rising acuity, and workforce issues that can result in a serious decline in overall patient satisfaction. This article discusses how one hospital tackled the issue of declining patient satisfaction scores on five "troubled" patient care units through a performance improvement strategy that included MD-RN partnerships, co-mentoring, and unit staff development and involvement in the problem-solving process. The result was a steady improvement in patient satisfaction over a 6-month period.