62. A healthcare organization implements a campaign to improve patient satisfaction during recent stays. The average patient satisfaction before the campaign is M = 4.20, SD = 3.0. Six months after the new campaign, the average patient satisfaction is M = 1.5, SD = 2.0. Which action should the hospital management team take?
Answer: C
Hospital management should discontinue the campaign because patient satisfaction declined from baseline to six months following the campaign introduction.
After the implementation of the campaign, patient satisfaction metrics dropped from an average of 4.20 to 1.5 over six months. This significant decline indicates that the campaign did not achieve its intended goal of improving patient satisfaction.
A) Change the campaign because it worked initially but is no longer effective
This option suggests that the campaign was effective at first, but the data indicates a decline in patient satisfaction. Since the average satisfaction decreased significantly, it implies that the campaign's initial effectiveness was not sustained, making this option incorrect.
B) Continue the campaign because patient satisfaction significantly increased from baseline to six months following the campaign introduction
This choice misinterprets the data, as it states that patient satisfaction increased; however, the average score actually decreased from 4.20 to 1.5. Therefore, this option is incorrect as it contradicts the evidence presented.
C) Discontinue the campaign because patient satisfaction declined from baseline to six months following the campaign introduction
This option is correct, as it accurately reflects the data showing a decline in patient satisfaction from an average of 4.20 to 1.5 after the campaign was implemented. The evidence supports the need to terminate the campaign due to its ineffectiveness.
D) Continue the campaign because there was an increase in patients that came to the hospital during the six months
While there may have been an increase in patient volume, this does not correlate with improved patient satisfaction, which is the key metric in question. Continuing a campaign that has led to decreased satisfaction would be misleading and ineffective, thus making this option incorrect.
Conclusion
The analysis clearly demonstrates that the campaign resulted in a decline in patient satisfaction, making option C the only viable choice. The other options either misinterpret the data or fail to address the core issue of the campaign's ineffectiveness in improving patient satisfaction scores. Discontinuing the campaign is essential for the hospital to reassess its strategies and focus on truly enhancing patient experiences.