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Patient Satisfaction Surveys

Healthcare has become a consumer business based on google searches for ratings on medical care provided by doctors and facilities.  In an interview process study, a researcher was trying to identify what parents would need when they are discharged from the neonatal intensive care unit (NICU).  The study was conducted from 2011-2012 on twenty parents in a level III NICU.  These parents were over the age of 18, not drug addicts, stable to go home with minimal to no monitors and a minimal education of university or Jr. College education. The study was done as an interview process in person and on the phone.  The researcher identified information through the test subjects which were the ones that received instructions pre-discharge and those that received it post discharge.  The study concluded that the parents needed hands on experience and documented information that they can refer back to at any time.

In review of the study, they did identify the need of the parents.  The group was limited to university and Jr. College level parents.  The study was also limited to the stable NICU baby going home without equipment (Burnham et al., 2013).  The study should have included the sick baby that is still on monitors or tube feedings to present the broader picture of prematurity and the needs parents will have at home once they are discharged. The other concern was that the interviews to check on the mother were done weeks to months after they were home, this does not allow the researcher to investigate what the parent felt immediately after discharge.  This can present false patient satisfaction results. Also in obtaining information based on other methods, they can also be inconclusive because a newly discharged parent of a premature infant is not focused on a surveyor calling possibly at the wrong time so what may end up happening is a caller receiving information that may just be yes, everything was great because the parent does not wish to be rude and just wants to get the person off the phone (Cheldelin, Dunham, & Stewart, 2013).

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References

Burnham, N., Feeley, N., & Sherrard, K. (2013, September/October). Parents perceptions regarding readiness for their infant’s discharge from the NICU. , 32(5), 324-334. http://dx.doi.org/10.1891/0730-0832.32.5.324

Cheldelin, L. V., Dunham, S., & Stewart, V. (2013, April). NICU patient satisfaction: How you measure counts. Journal of Perinatology, 33(4), 324-326. http://dx.doi.org/10.1038/jp.2012.115

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