title: Caring in action: the key to nursing service excellence.
abstract: One of the key factors for organizational success is service excellence. Nursing service has been proved to be a pivotal factor in the overall patient satisfaction rating on hospital surveys. The article describes a service improvement implemented by one nursing service that improved patient satisfaction survey results. Standards developed were expanded to all departments to affect the entire organization.
authors.affiliation: Department of Nursing Quality Management, Akron General Medical Center, Ohio, USA.
authors.forename: G A
authors.initials: GA
authors.lastname: Joiner
mesh_terms: D003625:Data Collection; D009738:Nursing Service, Hospital / Q000592:standards*; D009820:Ohio; D016134:Organizational Policy; D017063:Outcome Assessment, Health Care; D017060:Patient Satisfaction; D011787:Quality of Health Care