Medicaid reimbursement and patient satisfaction scores

I work for a small non-profit hospital and starting in 2012 (I think??) a percentage of our Medicaid/Medicare reimbursement will be based on random patient satisfaction surveys after discharge. Management has taken a defensive stance towards nurses, basically saying we have to "shape up or ship out". Seriously, an actual email from our CEO stating employees are "either with *** hospital or against it".

Not feeling the love at work right now!

Anyone else in this situation willing to share thoughts?
That's exactly what Muammar Gaddafi, Bashar al-Assad, Hosni Mubarak, and Zine El Abidine Ben Ali have been saying for years! You're either with me or against me! Ask your CEO how things are working out for them.

Yes, HCAPHS surveys. That's all we hear about day after day....gives me a headache. Makes me dislike our govt even more than I already do.

Quote from nurse2033That's exactly what Muammar Gaddafi, Bashar al-Assad, Hosni Mubarak, and Zine El Abidine Ben Ali have been saying for years! You're either with me or against me! Ask your CEO how things are working out for them.

We may work at the same hospital... sounds very familiar.Do you happen to live in Indiana by chance?

One thing I thought about when I heard about the reimbursement issue: I only fill out surveys when I feel as if I have had sub-par service. I know this is only my personal opinion, but I feel the need to vent and complain about things I don't like. It's sad, but very rarely do I make the effort to fill out the customer surveys unless I felt slighted by the establishment in some way. I think this method of reimbursement is setting up our facilities for disaster. Oh, and what about all the deceased "discharged" patients who I provided extraordinary care to? Do they get a say?!? Can you send some surveys to heaven?

I am going to play devils advocate here.When management starts to see that patient satisfaction is low as well as their reimbursements, maybe they will give us lunch breaks and less patients.

Quote from proudnurseRNWe may work at the same hospital... sounds very familiar.Do you happen to live in Indiana by chance?

It's a ridiculous and insane system. How utterly absurd. People can give low scores because they are ticked they couldn't eat or drink for their own good, had to cough for their own good, had to walk after surgery for their own good, etc. They will be poked and prodded and asked if they peed and pooped and no one likes any of it. They might get a turkey burger instead of a hamburger and that will tick them off towards staff. Idiotic and sets the hospitals and employees up to fail.I also agree with the above in regards to deceased patients. Many get excellent care and they won't even be able to share it. And another great point above is that many only share the negative but not the positive.

I think surveys are stupid. Like someone said, people often only complete them when they have complaints. Also, the questions don't necessarily ask things that can be changed, or identify who needs to change. They ask things that sound pretty and might make the facility seem spiffy, if answered positively. I can't think of any examples (duhhh) right now...I was someone who analyzed those blasted surveys for awhile. Medicaid/Medicare have required them for awhile, but this actual use of them is a new thing. It's just more paperwork for them. You can tell someone dreamed it up who doesn't do the work we do, can't you?In my opinion, we might consider letting the lectures go in one ear and out the other, and continue to do what we do best, which is giving kind, high quality care.

I dont know how this patient satisfaction survey thing will work, but then those people who made this law may just have been on something when it was made. I hope at least they make room for patients who give low scores because the nurse decided to roll her eyes at their ridiculous requests.But for real can someone please explain how this would work out and if it would affect agencies who get paid by medicaid.thanks

I know it's not exactly the same, but I felt this way when they were talking about tying teacher's pay to student performance. This makes about as much sense. I am sad to see another profession getting beaten down by our government system. The difference is that parents have other choices. They can home school, send them to private school, or hope for the best at the public schools. Where as the public has no choice but to seek medical care at the hospitals in their areas. It's a sad situation where everyone is going to lose.

hmmm I thought we had the right to be "judged by our peers"? patients are certainly not our peers (job wise)how can they give a rational opinion on care....oh, right, they can't!