An Emphasis on Caring & Patient Satisfaction

At Mercy Medical Center, our patients treasure nurses. And so do we. Here are some of the reasons why.

You care. You tend the sick, you observe, record, assess, instruct. You listen. You supervise, plan schedules, assign duties. You watch. You’re quick in emergencies, compassionate with suffering, expert with complicated procedures. You respond. Your experience is more varied than we can list on this page, your presence more valuable than any job description can quantify. You’re a helper, a healer, a friend. And to us at Mercy, you are at the very heart of our medical center’s commitment to patient-centered care.

You provide so much for us and for our patients. What do we offer you? At Mercy Medical Center, we are proud to offer an excellent, competitive benefits package and wage scale. This includes a unique paid time-off system, no mandatory overtime and flexible scheduling options, including nine months on, three months off. Most of all, we are proud to offer a nurse-friendly environment throughout our medical center.

The Caring Model

(Listed below are notes from the “Caring Model”, a PowerPoint Presentation developed by Sharon Dingman, Chief Nursing Officer at Brigham City Community Hospital. You may browse the notes online or download the full PowerPoint presentation.)
Download PowerPoint file

“An attempt to adapt to the many variations in the preferences and expectations of individual patients”


  • Identify environmental forces driving a renewed emphasis on caring
  • Compare differences in nurse and patient definitions of caring
  • Develop an understanding of the patient experience
  • Apply caring behaviors to practice

Today’s Emphasis on Caring

To flourish in this competitive environment, institutions must incorporate patient and family expectations of quality care into the care experience.
Ludwig-Beymer, Ryan, Johnson, Hennessey, Gattuso, Epsom & Czurylo, 1993

Customer responsible organizations who focus on giving consumer convenience, control, support, and information will have a competitive advantage through improved quality and controlled cost.
Herzienger, 1997

Patient satisfaction and willingness to recommend the provider can be increased by providing information, convenience, and interpersonal warmth… which are characteristics other than price and technical quality of care that patients value.
Peyrot, Cooper & Schnapf, 1993

Patient satisfaction has become an established indicator of quality care, as well as a central theme in highly competitive health care environments. Those providers who can establish market differentiation based on service quality
will continue to grow and survive in the 21st century.
Davis & Adams-Greenly, 1994, Mahon, 1996

Can you list environmental forces driving a renewed emphasis on caring?

  • competition between hospitals
  • patient & family expectations

Patients are busy, well-informed, price conscious, and quality sensitive. They want convenience, a seamless system of care. They hope for reduced cost through the support needed for self care.

Patient Satisfaction

Patient satisfaction is a complex mixture of perceived need, expectations of care, and the experience of care.
Greeneich, Long, & Miller, 1994

Patient reaction to and satisfaction with nursing care is the most important predictor of overall satisfaction with hospital care.
Williams, 1997

Patient satisfaction is related to the ordinary human virtues of communication, sensitivity, respect, dependability, trust, and personalized service.
McDaniel & Nash, 1992

Satisfaction with nursing care is largely based on the perceptions of the nurse’s affective behavior toward the patient.
Donabedian, 1988

Satisfied patients are important because they are loyal and may be counted on for return business and referrals. Word-of-mouth referrals from satisfied patients may be one of the most important factors in the selection of a hospital.

The meaning of quality may differ between and among patients, but the one common and essential component is caring! Communicating with the patient and family what they can expect during the hospital experience provides caregivers with a critical opportunity to shape patient expectations and influence their satisfaction.

Why are nurses so important to patients?

  • Nursing care is the major service provided to hospitalized patients.
  • Nursing staff comprise the largest proportion of the hospital staff.
  • Nursing staff have the most interactions with patients and families.
  • Nursing staff are often the interface between patients, families, and other hospital services.

Since nurses are the largest and most visible group of healthcare professionals, the public tends to equate satisfaction with healthcare in general to the care nurses provide.

The interpersonal process is the vehicle by which technical care is implemented and on which it depends. The interpersonal process must adapt to the many variations in the preferences and expectations of individual patients that guidelines are difficult to develop.

  • Question:
    If the management of the interpersonal process is so important, why is it so often ignored in assessments of the quality of care?
  • Answer:
    We have just begun to understand and identify the interpersonal process and develop ways to measure it.

Our Mission

To continue Christ’s healing ministry by providing quality, compassionate care for the whole person.

Key elements of a patient-centered culture

  • Patients are at the center
  • The top priority is to meet and exceed patient expectations
  • Patients are listened to
  • Entire organization understands the importance of patients and how they can satisfy a patient.
  • The patient is the ultimate authority as to when their expectations

Catholic Healthcare Directives

Caring Experiences

Remember a caring experience in which you were the nurse or the patient. Write a brief description of the experience.

Briefly describe a situation which exemplifies caring to you. Write your situations down. Now, look at your situations and list the behaviors from the stories that exemplify caring. Look for terms that denote competence and caring.

Can you remember an uncaring experience? What was differences do you see from the previous situations? An actual caring occasion can be present in the life of both the nurse and the patient beyond the physical instance of a given point in time. The caring experience may become a part of the life history for both.

Compare the your caring experiences with the mission statement. Are there any common themes?

Caring Characteristics

Caring Person

  • Somehow responsive to person as a unique individual.
  • Perceives the other’s feelings.
  • Sets apart one person from another from the ordinary.

Uncaring Person

  • Insensitive to another person as a unique individual.
  • Non-perceptive of the other’s feelings.
  • Does not necessarily distinguish one person from another in any significant way.