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.
Internal Hospital Processes:
Readiness Rounds Checklists:
#6. Executive Leadership Rounding
#7. Inpatient Patient Care Rounding
Watch the 9 Approaches Overview Video
Watch time: 2 Minutes
#1. Customer Service Attitude
Customer Service includes:
- Greeting, Welcome, Appreciation
- Professional Telephone Presence
- Confidentiality and Privacy
- Respect
- Tidy Environment
Watch time: 2.5 Minutes
#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
#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
#4. Communication Boards
If you are not completing your patient communication boards ALL of the time, take them down. They are hurting you.
How to Improve Patient Satisfaction With Effective Communication Boards
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Watch time: 4 Minutes
#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:
#6. Executive Leadership Rounding
Curious to see what a Readiness Rounds Executive Leadership Rounding checklist looks like?
#7. Inpatient Patient Care Rounding
Curious to see what a Readiness Rounds Patient Care Rounding checklist looks like?
#8. Outpatient Patient Care Rounding
#9. Post Discharge Calling
Curious to see what a Readiness Rounds Discharge Calling checklist looks like?
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