Changing marijuana laws are raising questions about hospital policies on drug use.
Customer (or patient) satisfaction is gaining more attention in health care. In one recent survey, 54% of people were not satisfied with their health care.(1) Why? Health care clients judge the providers competence from their customer service skills (not clinical skills) approximately 85% of the time.
If you want to improve your patient satisfaction ratings, dont start by looking at how happy your patients are. Start by looking at satisfaction levels among your staff. Thats the advice from an emergency department (ED) manager who can boast of patient satisfaction scores in the 99th percentile nationwide.
Are you relieved to find that six of the Joint Commission on Accreditation of Healthcare Organizations seven new National Patient Safety Goals are much the same as for 2003? If so, you should think again.
Editors note: This column is a regular feature in Hospital Peer Review profiling a facility that recently has been surveyed by the Joint Commission on Accreditation of Healthcare Organizations.
