This article provides much-needed insight into the issue of patient satisfaction versus quality of care. There seems to be an erroneous focus on “scripting”—requesting that nurses follow a script when speaking to patients—in an effort to improve patient satisfaction, rather than ensuring that nurses provide quality nursing care.
I've had a consultant request that I use certain key phrases to ensure that patient satisfaction scores soar above current levels; however, I've never heard a consultant say that certain resources or adequate staffing levels are necessary in order to provide quality care to patients.
Organizations need to focus more on providing the resources, staffing, and education necessary to enhance patient outcomes. By ensuring that quality care is delivered, patient satisfaction initiatives will be successful.
Jennifer Miller, BSN, RN