2.50
Hdl Handle:
http://hdl.handle.net/10755/153415
Type:
Presentation
Title:
Patient Perceptions of Nursing Care in the Coronary Care Unit (CCU)
Abstract:
Patient Perceptions of Nursing Care in the Coronary Care Unit (CCU)
Conference Sponsor:Sigma Theta Tau International
Conference Year:2005
Author:Caldwell, Mary, MPA, BSN, RN
P.I. Institution Name:Kettering Medical Center
Title:Clinical Nurse Manager
Co-Authors:Sandra Clark, BSN, RN; Cheryl Behner Patterson, RN; Lisa A. Ulrich, BSN, RN; Leslie E. Parker, RN, CCRN
The purpose of this project was to gain a picture from the patients in the Coronary Care Unit (CCU) on their perceptions about how well the nurses took care of them. It is common knowledge that the personnel that have the most contact with the customers have the greatest impact on the success of the business. Nurses are the key to any hospital's customer service program. Since the CCU actually discharges few patients, they did not get much feedback from the institutional survey reports except for written comments that patients may put in their feed-back form. They had a vision to develop a plan to obtain feedback from patients on how they were doing in taking care of them while they were in the CCU. They developed the research question: ôAdequate data collection, appropriate feedback and regular staff inservices will make a positive difference in the results of CCU's customer satisfaction survey.ö Staff nurses formed a working group and developed a tool. They selected patients or families, gave them the survey tool, and directed them to complete it before they left the unit. After two weeks of distributing surveys, the nurses tallied the results from the initial survey. During the third week of the project, nurses conducted informative briefings with the staff to inform them of what they found and gave tips on how they should improve. Then they conducted another survey with the same tool with a similar group of patients. They discovered that by comparing the results of ôbeforeö and ôafter,ö there were generally positive outcomes. The results correlate with Mason's (1998) findings: when nurses understand the patient's wants and needs, customer satisfaction increases. The staff nurses completed four segments of the survey, one a quarter, and has continued into 2004.
Repository Posting Date:
26-Oct-2011
Date of Publication:
17-Oct-2011
Sponsors:
Sigma Theta Tau International

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titlePatient Perceptions of Nursing Care in the Coronary Care Unit (CCU)en_GB
dc.identifier.urihttp://hdl.handle.net/10755/153415-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Patient Perceptions of Nursing Care in the Coronary Care Unit (CCU)</td></tr><tr class="item-sponsor"><td class="label">Conference Sponsor:</td><td class="value">Sigma Theta Tau International</td></tr><tr class="item-year"><td class="label">Conference Year:</td><td class="value">2005</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Caldwell, Mary, MPA, BSN, RN</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Kettering Medical Center</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Clinical Nurse Manager</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">marymc@voyager.net</td></tr><tr class="item-co-authors"><td class="label">Co-Authors:</td><td class="value">Sandra Clark, BSN, RN; Cheryl Behner Patterson, RN; Lisa A. Ulrich, BSN, RN; Leslie E. Parker, RN, CCRN</td></tr><tr><td colspan="2" class="item-abstract">The purpose of this project was to gain a picture from the patients in the Coronary Care Unit (CCU) on their perceptions about how well the nurses took care of them. It is common knowledge that the personnel that have the most contact with the customers have the greatest impact on the success of the business. Nurses are the key to any hospital's customer service program. Since the CCU actually discharges few patients, they did not get much feedback from the institutional survey reports except for written comments that patients may put in their feed-back form. They had a vision to develop a plan to obtain feedback from patients on how they were doing in taking care of them while they were in the CCU. They developed the research question: &ocirc;Adequate data collection, appropriate feedback and regular staff inservices will make a positive difference in the results of CCU's customer satisfaction survey.&ouml; Staff nurses formed a working group and developed a tool. They selected patients or families, gave them the survey tool, and directed them to complete it before they left the unit. After two weeks of distributing surveys, the nurses tallied the results from the initial survey. During the third week of the project, nurses conducted informative briefings with the staff to inform them of what they found and gave tips on how they should improve. Then they conducted another survey with the same tool with a similar group of patients. They discovered that by comparing the results of &ocirc;before&ouml; and &ocirc;after,&ouml; there were generally positive outcomes. The results correlate with Mason's (1998) findings: when nurses understand the patient's wants and needs, customer satisfaction increases. The staff nurses completed four segments of the survey, one a quarter, and has continued into 2004.</td></tr></table>en_GB
dc.date.available2011-10-26T12:15:29Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-26T12:15:29Z-
dc.description.sponsorshipSigma Theta Tau Internationalen_GB
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