Patient Satisfaction Report: Strategies for Improvement in Hospitals

This report provides a comparative analysis of patient satisfaction levels at Elmhurst Hospital Center and Mount Sinai Hospital in New York. The study highlights disparities in patient experiences, with Elmhurst Hospital Center receiving lower satisfaction ratings than Mount Sinai Hospital. The report examines key factors influencing patient satisfaction, including communication, timeliness of care, medication explanations, and overall perceptions of care quality. Based on the comparison, the report recommends strategies for improvement, such as regular training for nurses and practitioner appraisals, to enhance skills, adherence to professional guidelines, and improve patient-centered care. The report references data from Medicare and relevant research to support its findings and recommendations. The report is intended to assist healthcare professionals in understanding the importance of patient satisfaction and implementing effective strategies to improve care delivery.

Running head: PATIENT SATISFACTION 1
Patient Satisfaction
Name of Student
Institutional Affiliation

PATIENT SATISFACTION 2
Patient Satisfaction
Patient satisfaction defines the quality of service that healthcare consumers receive in a
particular facility. The nature of service is equally determined by professional expertise as well
as the available resources and internal culture. This excerpt compares Elmhurst Hospital Center
and Mount Sinai Hospital in New York and recommends strategies measures to improve patient
satisfaction.
Elmhurst Hospital Center is an acute care facility with emergency services, lab services,
and an integrated electronic patient management system. The hospital is associated with a 62%
score rate on efficient and professional communication against 78% and 82% averages in New
York and nation-wide respectively. Only 55% of the patients have reported that they have
received timely help from the hospital, which is lower than the 63% New York average and 70%
national score. Additionally, only 50% of patients reported that they received a comprehensive
medication explanation during the issuance of the prescription. A high number of patients have
reported that they received enough information about their post-treatment recovery process after
leaving the hospital; however, only 46% ascertain that they understood their diagnosis. Payment
and value of care are still low at the Elmhurst facility. The general rating of the hospital is a
single star.
On the other hand, Mount Sinai Hospital has a three-start general rating. The hospital also
has an acute care unit with emergency and in-hospital service. Patients have pointed out how the
nurses and doctors take their time to inform the patients about their diagnosis, treatment, and
medication. There is a positive patient experience rated at an average of four stars. Payment and
value for care are equally enhanced based on hospitalization experiences among patients.
Readmission rates, hospital visits, and return days are generally low for most patients unless

PATIENT SATISFACTION 3
under acute care or terminal. Communication, rate of receiving immediate help, and level of
cleanliness in the facility are rated at 74%, 56%, and 64% respectively.
The comparison of the two hospitals indicates the existing disparity in terms of the
experiences of patients with Elmhurst Hospital Center having poor satisfaction rates. Therefore,
as a nurse, I could use regular training and practitioner appraisals to improve the elements with
lower scores and enhance the satisfaction of patients. Regular workplace training of nurses
improves their skills and expertise on how to support and care for patients (Garzonis et al.,
2015). Through training, nurses are reminded of the professional requirements and guidelines
that foster patient-centered and quality care.
Additionally, the appraisal of nurses plays a key role in identifying personal
competencies and limitations that impact the quality of care and patient satisfaction (Moradi et
al., 2017). Through appraisals, nurses are informed of their strengths and weaknesses. Therefore,
they can use their strengths to maximize patient outcomes while at the same time improve on
their weak areas to enhance care delivery. Clinical evidence ascertains that nurses significantly
shape and define the perception and attitude of patients and their subsequent satisfaction with
care interventions in a hospital (Moradi et al., 2017).

PATIENT SATISFACTION 4
References
Garzonis, K., Mann, E., Wyrzykowska, A., & Kanellakis, P. (2015). Improving Patient
Outcomes: Effectively Training Healthcare Staff in Psychological Practice Skills: A
Mixed Systematic Literature Review. Europe's journal of psychology, 11(3), 535–556.
DOI: 10.5964/ejop.v11i3.923
Medicare. (2019). Elmhurst Hospital Center. Medicare - Hospital Compare. Retrieved from,
https://www.medicare.gov/hospitalcompare/profile.html#profTab=0&ID=330128&loc=E
LMHURST%2C%20NY&lat=40.737975&lng=-73.8801301&name=Elmhurst
%20Hospital%20Center&Distn=0.7
Medicare. (2019). Mount Sinai Hospital. Medicare - Hospital Compare. Retrieved from,
https://www.medicare.gov/hospitalcompare/profile.html#profTab=0&ID=330024&loc=N
EW%20YORK%2C%20NY&lat=40.7143528&lng=-74.0059731&name=Mount
%20Sinai%20Hospital&Distn=7.4
Moradi, T., Mehraban, M. A., & Moeini, M. (2017). Comparison of the Perceptions of Managers
and Nursing Staff Toward Performance Appraisal. Iranian journal of nursing and
midwifery research, 22(2), 128–134. DOI: 10.4103/ijnmr.IJNMR_142_15