After working at a large patient satisfaction survey company, I have heard my fair share of patient stories. Although some stories were enthusiastic praises of the facility and the staff, more often, they were descriptions of terrible patient experiences. From losing an item at the hospital and never receiving follow-up to horror stories of poor quality of care. I’ve heard it all. A patient, who had filed a complaint with the hospital about a missing wallet, told me that “they [the hospital] never cared enough to look”.
Think about a memorable experience in your life; one that you won’t ever forget. Odds are it's on one end of the experience spectrum either being a positive or negative experience. While there are many defining moments in our life that stem from an accident or luck, there are a plethora of opportunities to curate positive yet memorable experiences for the patients we care for in our healthcare organizations.
Since the launch of the ‘triple aim” and the initiation of the Affordable Care Act, the impact of patient satisfaction on the healthcare industry bottom-line has taken on new priority. The connection between employee engagement and patient experience also continues to emerge. Surveying patients after discharge is big business and there are multiple vendors available to provide HCAHPS and other additional customized questions sets for facilities of all sizes.
The emergency department often is a patient’s first encounter with a hospital. This poses a unique opportunity for departments to get the patient’s experience off to the right start.
As leaders of these departments, we must never forget that small things do matter and that a patient’s experience is the sum of all their experiences and interactions. In this article, we are going to share two different strategies to understand the voice of your patients and employees that visit and work in your emergency department.
Nurses have an immense opportunity to impact the patient experience. Being in contact with the patient more than any other caregiver gives nurses the unique advantage to impact a patient's hospital experience. As hospital administrators and nurse leaders we have the responsibility to outfit our front-line staff with the tools to provide excellent service, empathetic connection, and high quality care.
For any of us who have had a loved one hospitalized for any length of time, the stresses of not being able to be at their side can be overwhelming. That feeling is magnified when that loved one is miles or states away. The Nobl Rounding Platform features a friends and family portal, designed to provide quick, secure and real-time updates to family members anywhere with access to the web. The feature also gives family members a chance to share their feedback about the software and the nursing care provided.
The little things that go above and beyond the basic behaviors to create a “personal” experience or “wow” for each patient are important. These small but significant actions can make a big difference in patients’ perceptions of each encounter with a care provider. Individual staff members don’t have to wait for the whole facility to launch one of the best practices, they can create a change one provider and one patient/family at a time. Choose one new thing to implement each month.