How Does Sensitivity Training of Health Care Workers Impact Patient Satisfaction?

Health care of the 21st century is undergoing major changes due to a myriad of social factors affecting every level of society. From financial desperation due to the high cost of health care to the increased awareness of a generation asking for better services, the importance of patient satisfaction is paramount. The Centers for Medicare and Medicaid Services has prioritized the examination of quality care through evaluation of patient satisfaction ratings. Institutions are left to find solutions that will increase patient satisfaction via consumer service excellence. One hospital in the northeastern United States provided a sensitivity training called "Charm Starr" to all its health care workers over the full year of 2007. The goal of this training was to increase the patient satisfaction rate by providing sensitivity skills to health care workers. The population for the study was comprised of yearly discharged inpatients ( N = 10,000 to 16,000). The sample was composed of patients from 2 inpatient units that were similar in characteristics for both years 2006 and 2008. In this study, the independent variable was Charm Starr training and the dependent variable was patient satisfaction ratings. In this quantitative descriptive study design, descriptive statistics and a t test were generated to evaluate significant statistical differences in patient satisfaction ratings prior to and after Charm Starr training. Preexisting data was utilized to compare patient satisfaction ratings 1 year before (2006) to 1 year after (2008) implementation of the Charm Starr training. This data analysis assessed the impact of health care workers' sensitivity training on patient satisfaction. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://www.proquest.com/en-US/products/dissertations/individuals.shtml.]