Q & A – Improving Satisfaction Metrics

Kristin Whitehead
VP Nursing Excellence, Analytics

During last week’s nursing excellence webinar, Improving Satisfaction Metrics – Happy Nurses & Patients, we opened the session to our audience for questions. We selected a few of those questions to address in more detail, which is listed below.

Q:  What are resources for implementing patient and family-centered care?

A:  Here are 3 resources to review:

Q:  How are RN and Patient satisfaction scored for Magnet? 

A:  RN satisfaction is scored by unit, not by component. It is NOT the number of units that outperform a subscale, such as Autonomy; rather, how many units outperform at least 3 of the 4 subscales the hospital has chosen, and then, is that more than 50% of their units? Patient satisfaction is scored by component.  Of the 4 components or categories chosen (and then the approved question(s) for that category), do more than 50% of their units outperform in at least 5 of the 8 quarters of data. If yes, then the hospital outperforms in this category.

Q:  Is there a particular tool you have found helpful for Nurse Manager Competency Development?

A: The American Organization of Nurse Executives (AONE) is one of the foremost professional groups in helping shape nursing leaders. The many resources they provide include Nurse Manager competencies to promote leaders at all levels. The competencies may be viewed on the website at http://www.aone.org/resources/nurse-manager-competencies.pdf. AONE also provides an online assessment of Nurse Manager competencies so a leader may understand their skills and opportunities. The assessment can be completed on the website at http://www.aone.org/resources/manager-assessment.shtml, and reports are provided upon completion.

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