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- K M Kipp.
- Emergency Department, Akron General Medical Center, Akron, Ohio, USA. kkipp@agmc.org
- J Nurs Adm. 2001 Feb 1;31(2):85-90.
AbstractCaring is a core characteristic of the profession of nursing. The author describes the implementation of performance and communication nursing caring standards in an emergency department (ED) to improve patient satisfaction, a significant quality outcome measure for healthcare providers. ED patient satisfaction with the "care and concern by nurses" increased 6.6% after the caring standards were implemented. The development of concrete ED customer service standards appears to be effective in improving caring behaviors by staff and patient satisfaction.
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