You are a nursing supervisor at a private, critical access hospital offering a variety of clinical care and hospital services to the community. As part of this role, you conduct weekly patient satisfaction phone calls regarding their hospital stay and create patient satisfaction improvement plans for the weekly leadership meetings for any patient concerns.

You just completed a disheartening phone call with a geriatric patient named Mabel who had a six-day hospital stay following a diagnosis of pneumonia. Mabel started the call sharing that fifteen years ago, she was hospitalized with pneumonia at your hospital but was very pleased with her first stay. Unfortunately, this hospital stay presented a lot of challenges for her. She shared she had to stay an extra night because the doctor never showed to sign discharge papers; the pharmacy was closed overnight, so her prescriptions weren't ready; and she still had not received a bill which had to be mailed because the computer system was shut down for maintenance when she called to inquire. She continued to share that she was provided access instructions for an online portal to view her records but the link does not work, and the user ID and password she was promised would be in the discharge paperwork but was nowhere to be found.

Describe any innovative strategies you would recommend for improving Mabel's concerns.

• Identify how you will measure this innovative strategy.