Patient satisfaction is significant to health care organizations as they compete for customer approval and public funding. As the amount of reimbursement dwindles, public funding is looking to patient satisfaction to determine the amount healthcare organizations are paid. Patient satisfaction is the driving force of healthcare organizations to be compensated. Being able to improve patient satisfaction is imperative for all healthcare employees (Spooner, 2003). Using a nurse-led telephone follow up is an effective way to communicate with patients (Cox & Wilson, 2003). Nurse-led follow-up services increase patient satisfaction because patients receive treatment specific to their individual needs (Anderson, 2010).
Literature Review.
The emergency department is the initial point of contact for many people who need health services. The quality of care at this encounter will affect the way their hospital experience is perceived. There are several factors that influence patient satisfaction with emergency department care. Waiting time and time to treatment are just a few of the factors. A satisfied patient communicates positively with staff and is more compliant with their medical treatment. They are also less likely to pursue a second opinion (Ekwall, Gerdtz, & Manias, 2008). Telephone questions for the nursing staff from patients who have been discharged that are in need of clarification on their discharge instructions has increased. A way to reduce the phone calls from patients after discharge is to follow-up with a telephone call. It is a way to clarify medication questions and answer any questions the patient may have. It is also a great way to assist if the patient is having trouble making a follow-up appointment with a physician (Lees, 2004). The nursing staff can emphasize the positive feelings the patient had during their hospital stay. The patient is also able to offer recommendations for improvement (Zen Ruffinen, 2007).
