Patient Satisfaction Planner: Patient satisfaction rates dropped in Sept. 11 week

Patient satisfaction with health care services fell sharply during the week of the Sept. 11 attacks, according to a recent study by Press, Ganey Associates of South Bend, IN.

However, patient evaluations returned to normal levels the following week. Overnight patients were significantly less satisfied with the care they received immediately following the attacks, compared with patients who were discharged in the proceeding weeks.

Press, Ganey said the drop in patient satisfaction was likely due to stress among staff that manifested itself in a drop in productivity and attention to detail. The stress caused patients to be more demanding about their medical care and more sensitive to service breakdowns in the hospital, the study found.

For more information, go to www.pressganey.com.