Timely Resolution of Patient Concerns Improves Post-Discharge Satisfaction

This research examined the effectiveness of a Food and Nutrition Services (FNS) Patient Advocate program on post-discharge patient satisfaction. All inpatients (n=187) who rated their satisfaction with one or more of six FNS attributes as 3 or lower (on a 5-point scale) during a 4-month time period were visited by the FNS Patient Advocate, as were other patients on the units. A questionnaire similar to the inpatient satisfaction questionnaire was sent post-discharge to patients visited by the FNS Patient Advocate (n=374); a total of 158 (42%) responded. Results indicated that most patients (73%) recalled their interaction with the FNS Patient Advocate and were highly satisfied with their interaction with the Advocate (mean=5.8 on 7-point scale). Comparison of inpatient and post-discharge ratings of satisfaction indicated a significant improvement in ratings post-discharge for special/restricted diet explained (P<0.01), food temperature (P<0.001), food quality (P<0.001), courtesy of server (P<0.01), and likelihood of receiving ordered foods (P<0.01) by inpatients who gave ratings of 3 or lower for any item and were seen by the FNS Patient Advocate. Addressing patient concerns while the patient is in the hospital appeared to be an effective strategy in improving satisfaction ratings of those patients post-discharge.