What are some important variables that are used in patient satisfaction scores, according to the Pulse Report (select all that apply)?
a. Response to concerns and complaints made during the hospital stay
b. Courtesy of the doctors
c. Quality of the food
d. Promptness in responding to the call but-ton
e. How well the nurses kept patients in-formed
A, D, E
Press Ganey publishes the Pulse Report about patients' perspectives of their health care expe-riences. The 2011 report revealed the following as very important to hospital patients: response to concerns and complaints made during the stay, degree to which hospital staff addressed emo-tional stress associated with the hospital stay, staff effort to include patients in treatment deci-sions, promptness in responding to the call button, and how well the nurses kept patients in-formed. The top five items on the inpatient priority index in the Press Ganey 2011 Hospital Pulse Report are evidence that nurses have a prominent role in patient satisfaction with the health care product and thus are contributors to a hospital's ability to be competitive in the marketplace.
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