"What are the most common pieces of feedback we hear when patients send us letters or complete their surveys?"
"What are the most common pieces of feedback we hear when patients send us letters or complete their surveys?"
How we are treated by others impacts how welcome we feel. In Healthcare, how welcoming we are to a patient establishes trust and can affect the outcome of healing. This ability to heal with 'human medicine' is the cornerstone of patient satisfaction and experience.
Johns Hopkins' Dr. Peter Pronovost and Jane Hill were posed the above question, and collaborated to find the answers. After compiling a list of a Patient's Top Ten List, U.S. News reported on their findings in October 2015.
Lisa Allen, Chief Patient Experience Officer for Johns Hopkins, presented the list written in the patient's voice, hoping to drive home the importance of the patient's impressions. Allen says, "They are asking us to treat them as a person, with caring and empathy."
Unless critical, no blood drawn or tests during the night.
Minimize all ambient noise and conversations, and turn off electronics.
Inventory belongings, labeled with name and medical record number.
Knock, introduce yourself, shake hands or make eye contact.
To give quick reference to my daily care plan and who is caring for me.
Please keep me and my family updated, especially of delays.
Introduce yourself and please clean everyday, especially the restroom.
Use plain language and confirm that I understand your statements.
Reference important things, how to work the TV and the changing of linens.
An employee is a representative of the hospital at all times.
Dr. Peter Pronovost, MD, PhD, is the director of the Armstrong Institute for Patient Safety and Quality and Senior Vice President for Patient Safety and Quality at Johns Hopkins Medicine. Jane Hill is Johns Hopkins’ Patient Relations Director.
LEARN MORE IN OUR POPULAR PATIENT SATISFACTION EBOOK:
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References:
http://health.usnews.com/health-news/patient-advice/articles/2015/10/15/the-patient-wish-list
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