Context: Different workers have different customers, depending upon the nature of their job assignment. While by definition, different customers have different expectations they can be grouped together forming general classes of customer expectations. The aim of continuous quality improvement is to meet the customer expectations, not just the competition.

Patient’s satisfaction is the primary goal of health care. Patients dissatisfied with the hospital services are clear indicators of uncompetitive health care being delivered. Nursing care forms a major part of the clinical services of the hospital. So, the patient’s satisfaction with the nursing care is accepted as one of the standard measures of quality of care and it is steadily gaining popularity.

Objectives: To understand roles and responsibilities of staff nurses. To locate problem areas for the staff nurses on the floor. To obtain nurses’ feedback on their job description.

Methods: Observing staff nurses across two shifts (morning and evening) and in-depth interviews by using a questionnaire.

Findings: 33 staff nurses were interviewed against 10 structured questions. It was observed that while the percentage of resources available was high, the participation of the administration was only satisfactory and had scope for improvement. However, the culture among the staff was pretty focused towards quality improvement.

Conclusion: While the staff nurses had resources and the culture to provide quality healthcare to the patients, the administration could boost their motivation by implementing multiple approaches and assessments on regular basis so as to improve the outcomes. Approaches like introducing incentives, regular training of staff, etc. can go a long way in service quality improvement.