Why don’t my PX scores match what I’m hearing?

“We ask our patients to rate their care at the bedside and what we hear does not match the PRC scores. When we do post-discharge phone calls, everyone says ‘excellent.’ There must be something wrong with the data.” While the desire for healthcare professionals to gather information at the time care is being delivered or shortly thereafter is laudable, the process of gathering this information often leads to frustration, confusion, and doubts of the third-party data.