Improving patient satisfaction

I'm in the same boat, only I've been asked to lead a committee! I have no idea what to tell them - as long as I don't even have time to do the basic things like pass meds on time and go to the bathroom, how can I do anyting more for customer service??

We do follow up phone calls, customer service rounds to make sure all is well with everyone and there are no surprises, answer call lights as fast as possible (we still do it "by hand" - light goes on and stays on till one of us takes care of it and turns it off, nobody to page us or anything), etc. I think finding a way to set realistic expectations is key, but it's hard to do that. When people want something, they want it now, and even if they only wait a few minutes, to them it seems like forever.

Other than mints on the pillows, I don't know what else we can do! I am greatly interested in the ideas of others as well!!! Thanks for starting this topic!

Hire additional staff. Many patients would benefit from a little more time with their nurses just to chat for a few minutes and provide a more human touch but with such short staffing it just can't be done. Hospitals never like this answer. Too honest and costs them money.

treat all the patients with respect that all people want...some will still be a pita but at lease you try and the large majority will respond to tis

i know that there is little time to do anything extra

I don't think just hiring more staff is the answer. We can have lots of staff but the unmotivated staff sit on their backsides and chat instead of caring for the patient. What are the staff doing? I've often thought if there was a staff member (could be a caring NA) whose job was just to go around and listen to people and solve little problems, it would be a big help. That or pay nurses $5.00 an hour and encourage tips. Win-win.

Sounds like you need a customer service rep. We have one, and for better or worse, the hospital has implemented many "Service Excellence" standards.

We have a mandatory inservice each year on this topic!!!

It is a good thing, but is met with resistence.