Sanford Health Gets it Backwards
By Mathew Keller, RN JD
Regulatory and Policy Nursing Specialist
Limousine service, upgraded television sets, nurse-to-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 to raise and maintain Medicare reimbursement amounts.
These efforts, however, 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.
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