so now Medicare won't reimburse in full hospitals with less than 90% customer satisfaction rating
Seriously. If a hospital has less than 90% customer satisfaction rating, they get less than 100% reimbursement. Here is how this is playing out in the system where I work.
1. Just when I thought morale couldn't get lower, they instituted attendance at a mandatory customer service workshop.
2. There will be additional mandatory shit that inevitably interferes with our non-work schedules, further insulting and pissing us off.
3. Customer satisfaction shit will be part of performance reviews.
4. We're now supposed to wear a pin that says 'I listen, care, help.'
I see 2 potential reasons this won't help.
1. The lab chain I work at didn't give any raises for 4+ years. When they finally gave a 2% raise, it was based on them not being able to hire my replacement. Or rather, they hired him and he used their offer to get a much better offer from the for-profit, private hospital a hour away. So it dawned on them that they're not exactly in a position to jerk our chains any more than they already do.
Oh, and the 2% raise went to everybody *except* per diems. Not only do we not get any benefits, we also do not get a per diem differential and we apparently do not get raises.
So why should I give a fuck if the customer satisfaction shit impacts my performance review? It's not like it will make my raise less than 0. They're short-staffed, but even if they stop scheduling me, it doesn't matter. I already have another customer service job. I didn't take on all the student loans and run myself into the ground in lab tech school so that I could be a customer service rep, any more than I did it to be a factory worker. Now I'm a factory worker/customer service rep. So go ahead, fire me. The 3 year plan is already a f.a.i.l. 
2. It may have been a coincidence since there were a dozen plus sessions of 30/sessions. But of the 30 people in my workshop, not one was a doctor. Apparently doctors don't factor into patient satisfaction. 
Like turds through the toilet swirl, so are the days at my hospital system.