By Mathew Keller RN, JD
Regulatory and Policy Nursing Specialist
Limousine service, upgraded television sets, nurse/patient “scripts,” gourmet food service, nurse uniform requirements – hospitals all over the U.S. are offering more “customer-centric” patient care in order to increase patient satisfaction scores, which are becoming more and more important for Medicare reimbursements.
These efforts often have unintended consequences.
In the first place, customer-centric interventions rarely (if ever) improve the quality of care patients receive: rather, they merely improve patients’ perceptions of care.
… Read more about: Essentia Health: Listen to your nurses »