Hospital ratings can depend more on nice rooms than healthcare

The most satisfied patients tend to die in greater numbers

A study of 50,000 U.S. patients showed that those who were the most satisfied with their care were 26 percent more likely to be dead six months later than patients who gave lower ratings, according to an article on The Washington Post website.

According to a  study, “The Cost of Satisfaction,” the most satisfied patients not only died in greater numbers but racked up higher costs along the way. 

Cristobal Young,  lead author of the study, calls it “the halo effect of hospitality.” Young found that what mattered most to patients in ratings were the compassion of nurses and amenities like good food and quiet rooms.

Hospital managers are being recruited from the service industry and we’re seeing greeters in the lobby and premium TV channels in rooms, he said.

Read the article.

July 16, 2020

Topic Area: Maintenance and Operations

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