Patient Satisfaction
The problem:
You are a newly hired Patient Services Manager of a foodservice contract company for a 200-bed teaching hospital. The current patient meal service runs from 7am to 10pm, in which the patients can order what they want when they want, average length of stay for the hospital is about 10 days. Hospital satisfaction scores are provided daily to the Food Service Director with a 7-day delay on the data. On this hospital satisfaction survey there are 25 total questions 2 of which are directly related to foodservice. These questions include: “Are you satisfied with your food?”, “Did your cold food arrive cold and hot food arrive hot?”. There is a written comment section of the survey in which many of the food complaints are placed in which these are related to service, timeliness, quality, and variety of menu items. The Food Service Director has been told by hospital administration that the satisfaction scores are currently at 45% for the past 3 quarters and if not at 80% by next quarter the contract could be up for termination. The Director has come to you asking how you plan to address the low satisfaction scores.
Directions
1.You are responsible for developing an internal patient satisfaction survey to provide to the patients with their meal trays. This internal tool will help to determine how to improve the 2 questions the hospital survey asps. Your internal survey should be specific and succinct and provide data that you can measure and trach overtime.
- a. Develop a patient satisfaction survey.
- b. Develop sample graph or table showing how you would traciz the data to present to your Food Service Director.
