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Nursing Excellence

The Online Newsletter for Children's Nurses
e-Edition, Volume 1, Issue 2 

Beverly Hayden Pugh
Patient Satisfaction

Through the eyes of the patient and family.

By Beverly Hayden-Pugh, MOB, BSN, RN, NE-BC
Vice President & Chief Nursing Officer

Many of us have been consumers of healthcare services, perhaps through a personal experience as a patient or through a family member who is hospitalized. Recently I had such an experience, my father was hospitalized. Like each of you, as a nurse, I had a list of “expectations” for the nurses and healthcare providers involved in my father’s care. Are the nurses responsive to requests? Are they managing my father’s pain appropriately? Are medications administered safely and in a timely manner? Are they listening? My goal was to ensure my father received safe, quality care. 


Nursing Excellence IconSeveral days into his hospitalization, I asked my father if he felt he was receiving the care he needed. His response was more than a simple “yes” or “no.” He stated “yes” and continued to speak of the great care he was provided because his food was good, he had received a warm blanket when requested and his nurse was “nice.” But where were the comments about medication safety, pain management and hand hygiene? What makes this observation even more interesting is that my father is a physician.

We have all heard the saying “perception is reality.” However, “perception” or “reality” is not the issue. The issue is at the core of family-centered care. The family defines their expectations of quality care. When we meet their expectations, excellent patient/family satisfaction follows.

As you consider if the care you provide results in high levels of patient/family satisfaction, I challenge you to remember these core elements from the principles of family-centered care: 

  • Recognize the importance of the patient/family in providing and planning for care: collaborate and customize care.
  • Recognize the uniqueness of each patient and family, their strengths, diversity and needs.
  • Share information – continually.
  • Be flexible, culturally competent and responsive to family-identified needs.

In This Issue
Patient Involvement
Family-Centered Care
Nurse of the Year
Child Abuse
Chemotherapy Course
Complete Quality
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