Patient Satisfaction Scores Drop During Winter Months

‘Winter Blues’ Cited as one reason for decline.

South Bend, Indiana, February 28, 2011—The “winter blues” affect many people, and hospital patients are not immune. A recent study by Press Ganey found that patient satisfaction scores for hospitals are considerably lower during the winter months and that a significant factor for the decline in patient satisfaction is the “winter blues.”

“Studies have shown that many people suffer from seasonal affective disorder in the winter,” said Dennis Kaldenberg, PhD, chief scientist at Press Ganey. “Patients who come into the hospital already feeling depressed because of the weather, lack of sunshine, etc., are more likely to rate their stay lower than if they came in at a different time of the year.”

Regardless of region, Press Ganey data shows a dip in satisfaction levels during colder months. For the period of January-March through the past six years, patient satisfaction scores ranked below annual averages. For example, in 2010, a study of nearly 2,000 hospitals found the lowest levels of patient satisfaction occurred during the month of February. Lower patient satisfaction scores were observed from January through mid-March. By contrast, the highest levels of patient satisfaction in 2010 were recorded in mid-August, with consistently higher patient satisfaction scores in the warmer months.

“In addition to patients suffering from the ‘winter blues,’ there are other reasons that can be attributed to the decline in patient satisfaction scores during the winter months,” said Kaldenberg. “January-March is often the time period with the highest occupancy and patient acuity for the hospital. Secondly, more patients are admitted through the emergency departments during these months – and patients who enter the hospital through an ED generally report lower satisfaction levels.”

There are often patient flow issues in emergency departments due to higher winter occupancy. The lack of available beds or placement in temporary units generally leads to less satisfying patient experiences.

“Hospitals need to plan ahead,” said Kaldenberg. “During the last quarter of the year, they can hire part-time or agency staff to ensure that they are oriented prior to the start of the winter season. They can also utilize certified nursing assistants to help meet patient needs, and they should make certain that they have staff to make hourly rounds. It’s also important that managers provide support by helping with admission and discharge processes.”

About Press Ganey Associates, Inc.
Recognized as a leader in performance improvement for 25 years, Press Ganey partners with more than 10,000 health care organizations to create and sustain high performing organizations, and, ultimately, improve the overall health care experience. The company offers a comprehensive portfolio of solutions to help clients operate efficiently, improve quality, increase market share and optimize reimbursement. Press Ganey works with clients from across the continuum of care – hospitals, medical practices, home health agencies and other providers – including 50% of all U.S. hospitals. For more information, visit www.pressganey.com.