Expensive and not real helpful information

The graphs shown represent what many middle management as well as physicians feels is useless information. The monthly fluctuations vary so widely that no decisions can be made to alter the scores.

We spend somewhere around $100,000 dollars on these every year and the bonus program is based partly on these numbers. Middle management is continually trying to find ways to improve the overall score, but with fluctuations this wide, changes that are made have no real bearing on the trend. One month it may improve and the next month it may plummet.

Physicians have recommended that Floyd should come up with their own tool to better assess satisfaction. Using this tool, we just continually chase our tail and never make any lasting change in the overall score.

Most people do not believe these numbers reflect the overall satisfaction compared to our peer hospitals, but this is what administration has continued to use and spend money on.