By giving patients a voice in their healthcare, organizations can take steps to make the patient experience more tolerable for patients, more effective and less expensive.
Patient experience surveys give hospitals the chance to act on their promise to offer patient-centered care by offering patients a voice. This requires focusing on culture, the environment, measuring results and sharing data.
Hospitals need to develop a culture where people know they have the freedom to speak up, where they have the power to change things and where leadership will listen.
Daily leadership rounds lead to quick action
Demonstrates to staff the importance placed on clinical quality
Greetings, 'Welcomes' and Appreciation show care
Professional telephone presence is a must
Confidentiality and privacy are taken seriously
If you do not complete them ALL of the time, they are hurting you
Ensure all 5 Ps are checked every hour for every patient: pain, position, potty, periphery, pump
Every patient every day
Confirms understanding
Confirms follow-up appointments
Reduces patient concerns
Most patients cannot judge quality of care. ALL patients will judge the environment.
Hospitals tend to be very busy places, and they are not always conducive to the patient getting a good night's sleep. Drowning out noise and light helps patients rest, which is important for healing.
It is also important for the facility to be clean and cosmetic maintenance must be excellent. There should never be hallway clutter, the furniture should be in good repair and wall signage should be professional and minimal.
An in depth look into these approaches plus more in our Patient Satisfaction Guide:
For sources see the first article of this series here.