patient satisfaction

Aneroo, LPN · May 8, 2006

We too are doing calls as follow ups.

We're trying to make patients more informed. "We're waiting on this lab result. We've called this person, do not know when he will be down here"

We're also trying to do the "Is there anything else I can do for you?" before leaving a room. I did this before they sent out the mass emails about it, but I think it helps.

A pet peeve of mine is call bells. SO many times lately have I went to a room when I get report, and the call bell is hanging on the wall. What if the patient needed something??? They'd have no way to get in touch with us (short of screaming for help). Give the patients as much control as possible, and realize we're not going to fix it all.

yvonnemuse, BSN, RN · May 8, 2006

Ah the make the patient happy at all costs even your sanity hospitals seem to abound.I am feeling like a waitress-babysitting-hostess-masseuse-concierge-tech support-of a nurse. It will not change as long as nurses are the predominant person the client sees.Our hospital wants us to seem unhurried to the client and always ask

'what else can I do for you ?" even if we have an admit coming blood up and meds due.To me if I act as though I have all the time in the world to lavish on them personally,they do increase requests and begin to really enjoy their stay at Hospital Hilton. I do enjoy making my patients as comfortable as possible but this policy makes it a chore rather than a point of personal desire to pamper patients, it changes the meaning for me.

LeahJet, ASN, RN · May 27, 2006

I'm glad you didn't think of that while you were working there, I'm sure powers that be would have made us do that!!! BTW, Mark and I are finally taking the plunge in July!!!! Also, Ana sure is cute!!!!!
Miss you,
Pam

HEY PAM!!

Sorry, I just now saw your reply....for some reason, I'm not notified per email anymore.

Anyway....I am sooo happy for you and Mark. Tell that crazy man HI for me.

Ana will be 10 months old tomorrow....she is getting so big...she looks more and more like a lil kid than my sweet baby...=(

~~and back to the subject of this thread, ah-hem~~ The ER I work at now is not as customer service oriented as "the last place"....we keep it real more here

bigfishsmallpond · May 31, 2006

Our hospital system recently began to offer a Money Back Guarantee to patients who, for any reason, are not satisfied with their healthcare experience. They are taking full advantage of the surveys to complain about everything that you can imagine. The staff in the ED decided that we should be able to do a pt. survey, and send it to them after a visit, letting them know how they scored in our opinion. On a scale of 1-5, we will apply the following questions:

Patient Survey

1. Did you bring some form of ID and insurance information? (And didn’t expect us to recognize you from previous visits)

2. Were you able to give a reason for being seen that sounded logical? (Not “I’m sick”, or “That’s what you need to tell me”.)

3. Did you know the names of the medications you take routinely? (Not “a little blue pill”)

4. Were your children, visitors, family members well behaved and sitting quietly near you? (Not running into other rooms, in and out of the department, asking for drugs and supplies for themselves).

5. When you were discharged, did you leave in a timely manner? (Not expecting us to provide a cab, dinner and babysitting services while you decide what your plans were).

SCORE: 20-25-Thank you for allowing us to share in your health management

15-20-Please address the areas marked for improvement before your next visit.

15 and Under – feel free to patronize our competitors.

perfectbluebuildings, BSN, RN · May 31, 2006

There is little incentive for changes when it is conveniently dumped onto the nurse.
I guess I'd like to know when we, as nurses, get to rate our "customer satisfaction" in regards to the other departments in a facility.

I am with you on that one!!!

Marie_LPN, RN, LPN, RN · May 31, 2006

Our hospital system recently began to offer a Money Back Guarantee to patients who, for any reason, are not satisfied with their healthcare experience.

Funny thing is, we get surveys in our email with such surveys, and after the results are in, there are excuses that are tied to the poor results. Amazing how excuses wouldn't be tied to any of it if it were pts. that were the ones filling out the surveys.

jcarew · May 31, 2006

Hi,

New SNE in ER. Our hospital is trying to get Magnet status so there is a big push to overstaff nurses. I worked last Monday and for about half of the day we had 0-1 patients. Also, the docs see the patient within 30 minutes of getting a room. I was also amazed at how quickly admits are done. Some patients were admitted upstairs within 2 hours of arrival (non critical). Only pt complaint that I heard was a guy that had to wait 6 hours for the plastic surgeon to stitch his face. As a patient myself, I am happy with a quick trip to the ER forget the tv lol.

student4ever · May 31, 2006

Hi,
New SNE in ER. Our hospital is trying to get Magnet status so there is a big push to overstaff nurses. I worked last Monday and for about half of the day we had 0-1 patients. Also, the docs see the patient within 30 minutes of getting a room. I was also amazed at how quickly admits are done. Some patients were admitted upstairs within 2 hours of arrival (non critical). Only pt complaint that I heard was a guy that had to wait 6 hours for the plastic surgeon to stitch his face. As a patient myself, I am happy with a quick trip to the ER forget the tv lol.

Where do you work, I want to come work there! At my ER pts have to wait HOURS for admission, some d/t hospitalists w/ too many admits and take too long to do assessment, some d/t floors that are full or understaffed and asign "dirty" beds so we have to wait to bring the pt. up, some d/t ER docs who can't figure out what the heck to do so they keep adding on more tests, which adds way more time to pt. stay. I'm so sick of patient satisfaction scores. Whatever happened to pts being grateful that wear there to help them when they're sick/injured? Oh yeah, I guess that went out the window when the majority of ER patients became drug seekers and stupid idiots who don't know that a hangnail isn't emergent, and who come to the ER to see all their friends, because don'tcha know, the ER is more fun than the mall these days!!

jcarew · May 31, 2006

Where do you work, I want to come work there! At my ER pts have to wait HOURS for admission, some d/t hospitalists w/ too many admits and take too long to do assessment, some d/t floors that are full or understaffed and asign "dirty" beds so we have to wait to bring the pt. up, some d/t ER docs who can't figure out what the heck to do so they keep adding on more tests, which adds way more time to pt. stay. I'm so sick of patient satisfaction scores. Whatever happened to pts being grateful that wear there to help them when they're sick/injured? Oh yeah, I guess that went out the window when the majority of ER patients became drug seekers and stupid idiots who don't know that a hangnail isn't emergent, and who come to the ER to see all their friends, because don'tcha know, the ER is more fun than the mall these days!!

:chuckle :chuckle I had to laugh...sorry. I work in a large private catholic hospital in a good area of my city. Translation - money talks. If you pm i will tell you the exact location. Its an awesome place to work. Before I started nursing school I knew I wanted to work there. Its a shame, in my opinion, that all hospitals can't meet the same standards. This is not a nursing problem its an insurance/admin problem. Just my opinion.

jojotoo, RN · Sep 27, 2006

Our hospital system recently began to offer a Money Back Guarantee to patients who, for any reason, are not satisfied with their healthcare experience. They are taking full advantage of the surveys to complain about everything that you can imagine. The staff in the ED decided that we should be able to do a pt. survey, and send it to them after a visit, letting them know how they scored in our opinion. On a scale of 1-5, we will apply the following questions:
Patient Survey
1. Did you bring some form of ID and insurance information? (And didn't expect us to recognize you from previous visits)
2. Were you able to give a reason for being seen that sounded logical? (Not "I'm sick", or "That's what you need to tell me".)
3. Did you know the names of the medications you take routinely? (Not "a little blue pill")
4. Were your children, visitors, family members well behaved and sitting quietly near you? (Not running into other rooms, in and out of the department, asking for drugs and supplies for themselves).
5. When you were discharged, did you leave in a timely manner? (Not expecting us to provide a cab, dinner and babysitting services while you decide what your plans were).
SCORE: 20-25-Thank you for allowing us to share in your health management
15-20-Please address the areas marked for improvement before your next visit.
15 and Under - feel free to patronize our competitors.

Ha!Ha!Ha! IF ONLY!!! :rotfl:

Shadelyn · Sep 27, 2006

In my ED the main focus is shorter wait times for everything. Patients are expected to be in the waiting room for under 15 minutes. Radiology must take our patient in under an hour. And once there is an admission/discharge order they want that patient out of there asap.

RunnerRN, BSN, RN · Sep 27, 2006

The only thing I can think of is that we are supposed to do "rounding sheets". Every 30 minutes, a RN or tech is supposed to hit each room and ask if the patient is aware of the delay in care (we have to use the word "delay" because PressGaney uses the word "delay") Then we update the pt on what is going on (we're still waiting on lab results to come back....the lab dropped your sample and is pretending we never sent it up) and ask if they need anything.

:barf01: :barf01: :barf01:

I tend to keep my patients pretty well updated from first contact. Our managers keep saying that our patient satisfaction scores go up when our rounding sheet use goes up, but I think it is more correlated to the fact that if we have time to do the rounding sheets, our acuity is down or we have less patients, and therefore more time to spend meeting our patients needs....