Managing expectations between patient and nurse.
With increasing consumer interest in the cost and quality of healthcare, it is imperative that patients' expectations of nursing care be recognized and managed. This concept is critical to the continued viability of any healthcare institution in the current competitive market. The authors describe the process that one hospital undertook in looking at patient satisfaction with nursing care, the modification of a patient satisfaction tool, and the development of a quality model of care.
Nash
M G
MG
University of Michigan, School of Public Health, Department of Health Services Management and Policy.
Blackwood
D
D
Boone
E B
EB
Klar
R
R
Lewis
E
E
MacInnis
K
K
McKay
J
J
Okress
J
J
Richer
S
S
Tannas
C
C
D006801:Humans; D008824:Michigan; D016294:Models, Nursing; D009723:Nurse-Patient Relations; D009738:Nursing Service, Hospital / Q000592:standards*; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000592:standards; D011795:Surveys and Questionnaires