Tonges Mary, Ray Joel D, Herman Suzanne, McCann Meghan
Author Affiliations: Retired Senior Vice President and Chief Nursing Officer (Dr Tonges) and Associate Vice President, Operations (Ms McCann), University of North Carolina (UNC) Medical Center, Chapel Hill; Vice President, Patient Care Services, and Chief Nursing Officer (Mr Ray), UNC REX Healthcare; Raleigh; and System Executive Director, Customer Experience (Ms Herman), UNC Health Care, Chapel Hill, North Carolina.
J Nurs Adm. 2018 Apr;48(4):222-229. doi: 10.1097/NNA.0000000000000603.
Patient satisfaction is a key component of healthcare organizations' performance. Providing a consistent, positive patient experience across a system can be challenging. This article describes an organization's approach to achieving this goal by implementing a successful model developed at the flagship academic healthcare center across an 8-hospital system. The Carolina Care at University of North Carolina Health Care initiative has resulted in substantive qualitative and quantitative benefits including higher patient experience scores for both overall rating and nurse communication.
患者满意度是医疗保健机构绩效的关键组成部分。在整个系统中提供一致、积极的患者体验可能具有挑战性。本文介绍了一个组织通过在一个由8家医院组成的系统中实施旗舰学术医疗中心开发的成功模式来实现这一目标的方法。北卡罗来纳大学医疗保健系统的“卡罗莱纳关怀”倡议带来了实质性的定性和定量效益，包括总体评分和护士沟通方面更高的患者体验得分。
