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.
Emergency Department, Akron General Medical Center, Akron, Ohio, USA. kkipp@agmc.org
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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