Its because there are perverse incentives in play these days. At least in the states, patient satisfaction accounts for 30% of medicare's reimbursement to hospitals. Thanks to the affordable care act, around 850 million dollars a year of medicare reimbursement is withheld unless your hospital is a high performer.  Let me quote from one of the standard surveys, "During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?”. Note, often the comments complaining are of the "they didn't put enough salt in the food" type of drivel.  Don't blame the nurses. Dealing with one fat ass is enough, dealing with an entire family worth? Good god.