Implementing nursing caring standards in the emergency department.
Caring is a core characteristic of the profession of nursing. The author describes the implementation of performance and communication nursing caring standards in an emergency department (ED) to improve patient satisfaction, a significant quality outcome measure for healthcare providers. ED patient satisfaction with the "care and concern by nurses" increased 6.6% after the caring standards were implemented. The development of concrete ED customer service standards appears to be effective in improving caring behaviors by staff and patient satisfaction.
Kipp
K M
KM
Emergency Department, Akron General Medical Center, Akron, Ohio, USA. kkipp@agmc.org
D004636:Emergency Service, Hospital / Q000592:standards*; D006746:Hospital Bed Capacity, 500 and over; D006764:Hospitals, Community / Q000592:standards; D006801:Humans; D008332:Management Quality Circles; D015146:Midwestern United States; D009732:Nursing Care / Q000592:standards*; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000592:standards*; D017410:Practice Guidelines as Topic; D017749:Total Quality Management / Q000379:methods*; D014218:Triage / Q000592:standards