Question

The chief nursing officer is determined to increase patient satisfaction in her hospital. She has implemented training on customer service, a patient-to-nurse call system, and courtesy rounds. Her aim is: Increase the average patient satisfaction score to 4.5 within 180 days. Use this aim to answer questions 25&26 : The CNO is collecting the following information, number of nurses who attend customer service training, number of customer service training classes are held, courtesy rounds reports. She is collecting:

A) Outcome measures
B) Process measures
C) Balancing measures
D) None of the above

Answer 1

The chief nursing officer is collecting process measures to increase patient satisfaction in the hospital. Process measures focus on the activities and interventions undertaken to achieve a desired outcome. The metrics being collected help track and evaluate the effectiveness of the implemented interventions.

Step-by-step explanation:

The chief nursing officer is collecting process measures in order to increase patient satisfaction in the hospital. Process measures are metrics that focus on the activities and interventions undertaken to achieve a desired outcome. In this case, the number of nurses attending customer service training, the number of customer service training classes held, and courtesy rounds reports are all examples of process measures. These metrics help the chief nursing officer track and evaluate the effectiveness of the interventions implemented to improve patient satisfaction.

Process measures are an important aspect of quality improvement initiatives in healthcare organizations. They provide valuable information about the implementation and impact of interventions, allowing healthcare professionals to make data-driven decisions and adjust strategies for better outcomes. By monitoring process measures, the chief nursing officer can identify areas of improvement, assess the effectiveness of training programs, and make necessary adjustments to achieve the aim of increasing the average patient satisfaction score to 4.5 within 180 days.

Therefore, the correct answer to the question is B) Process measures.