The nursing staff has been asked to contribute to the design of a new customer/patient satisfaction survey that will be adopted for use in the hospital as a whole. What should the nurses consider when working on this document? Select all that apply.

Question

Quizplus · Accepted Answer

1. This is a reason that satisfaction is difficult to measure.
2. Expectations are a major component of satisfaction in all areas, not just in healthcare.
3. This is a very difficult process because the actions that produce satisfaction vary from customer-to-customer and from patient-to-patient. The goal of patient-centered care is to keep the patient well enough to be out of the hospital, so repeat surveys from the same patient may be rare.
4. Nurses may have difficulty viewing patients as customers and may have difficulty identifying non-patient customers.
5. This is a true statement.

The Nursing Staff Has Been Asked to Contribute to the Design