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Essay / Research Paper Abstract
A 3 page research paper that addresses the topic of customers satisfaction and the importance of timely response to nurse call lights in ensuring this factor. Bibliography lists 3 sources.
Page Count:
3 pages (~225 words per page)
File: KL9_khcallite.doc
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Unformatted sample text from the term paper:
listed below. Citation styles constantly change, and these examples may not contain the most recent updates. Customer Satisfaction and Quality Care Research Compiled
By - February, 2012 properly! Introduction The contemporary health care environment is
highly competitive and consumers have high expectations in regards to the quality and effectiveness of the services they receive from the hospital systems they patronize. The following paper identifies an
area of service quality at Upper Chesapeake Medical Center in Bel Air, Maryland and examines how this service area can be improved. Identified Measurement Criteria The Hospital Consumer
Assessment of Healthcare Providers and Systems (HCAHPS), provided by the Department of Health and Human Services online at http://www.hospitalcompare.hhs.gov, indicates that Upper Chesapeake Medical only scored 58 percent in regards
to patients who reported that nurses "Always" responded quickly to their call lights, giving them assistance as soon as they wanted it. Research indicates that the nurse call light system
is a vital factor in effective healthcare communication for hospitalized patients, as it provides a means for signaling nursing staff when they have an unmet need that they perceive as
important and requiring immediate attention. By not quickly answering call lights, nurses negatively affect patient outcomes as this factor is indicated in literature to be a safety issue. Timely
response to nursing call lights is associated with "less fall-related patient injuries per 1,000 patient days" (Tzeng, 2011, p. 225). When a patient does not receive a timely response, they
may attempt to do something, such as going to the bathroom unassisted, that could endanger them and lead to a fall. Furthermore, as patients have the perception that response to
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