The 9 Approaches to Improving & Sustaining Patient Satisfaction & Experience

Readiness Rounds has developed a proven approach to improving Patient Satisfaction and Experience. We call it the 9 Approaches.

9 Approaches Patient Satisfaction & Experience Readiness Rounds

Watch the 9 Approaches Overview Video

Watch time: 2 Minutes

THE 9 APPROACHES

#1. Customer Service Attitude

Customer Service includes:

  • Greeting, Welcome, Appreciation
  • Professional Telephone Presence
  • Confidentiality and Privacy 
  • Respect
  • Tidy Environment

Watch time: 2.5 Minutes

THE 9 APPROACHES

#2. Don't Stop At "Yes"

An example of not stopping at "yes" in a patient interview:

"Is the nursing care meeting your needs today?" – “Yes”.

Follow-up script: “Excellent. What is the best part of the care from your perspective?”

Be watchful of hesitation or generalizations - don’t badger but gently coax response as appropriate.

Watch time: 2.5 Minutes

THE 9 APPROACHES

#3. Environment

A High-Quality Environment Includes:

  • Cleanliness
  • Maintenance
  • First Impressions
  • Noise Level
  • Food

Many patients cannot judge the quality of their medical care. All patients can and will judge the environment.

Watch time: 2.5 Minutes

THE 9 APPROACHES

#4. Communication Boards

If you are not completing your patient communication boards ALL of the time, take them down. They are hurting you.

FREE RESOURCE

How to Improve Patient Satisfaction With Effective Communication Boards

Continuously Improve Patient Satisfaction ebook (1)

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Watch time: 4 Minutes

THE 9 APPROACHES

#5. Hourly Rounding 5 Ps

This is not about documentation, or advanced care practice, or anything other than back-to-basics and consistent nursing practice. And the best part? It improves outcomes!

Example of an hourly rounding script:

"I'm here to do rounds. How is your pain? Do you need to use the restroom? Do you need help to reposition (or get up, or get back to bed)?"

Once the patient's needs are met, the nurse should make sure the call light, telephone, TV remote, bed light, bedside table, and tissues are within the patient's reach. The nurse should also see if the IV bags or lines need to be changed and ensure any pumps are set correctly. Before the nurse leaves the room, ask

"Is there anything else I can do for you? I have the time."

 

Watch time: 2 Minutes

The remainder of the 9 Approaches come in the form of Readiness Rounds Checklists:

 

THE 9 APPROACHES

#6. Executive Leadership Rounding

Curious to see what a Readiness Rounds Executive Leadership Rounding checklist looks like?

DOWNLOAD SAMPLE CHECKLIST
THE 9 APPROACHES

#7. Inpatient Patient Care Rounding

Curious to see what a Readiness Rounds Patient Care Rounding checklist looks like?

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THE 9 APPROACHES

#8. Outpatient Patient Care Rounding

THE 9 APPROACHES

#9. Post Discharge Calling

Curious to see what a Readiness Rounds Discharge Calling checklist looks like?

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3 Free Patient Satisfaction Guides

16 Proven Strategies to Improve Patient Satisfaction & Experience eBook

16 Proven Strategies to Improve Patient Satisfaction & Experience

In this comprehensive patient satisfaction guide you'll discover:

  • Effective vs. Ineffective Patient Care Improvement Strategies
  • The Effectiveness of Real Time™ Corrective Action
  • Fundamental Principles in the Pursuit of Patient Satisfaction
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Continuously Improve Patient Satisfaction ebook (1)

How to Continuously Improve Patient Satisfaction as the Healthcare Industry Evolves

In this guide, you'll discover:

  • The 4 common hurdles to improving patient satisfaction and how to overcome them
  • 3 easy strategies you can use now to improve and maintain patient satisfaction
  • The one thing that can set your facility apart
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Patient Satisfaction Communication Board

How to Improve Patient Satisfaction With Effective Communication Boards

In this guide, you'll discover:

  • The 8 key components to an effective communication board
  • The 6 things to avoid when designing your boards
  • FREE communication board template
DOWNLOAD NOW

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