patient satisfaction

Specialties Emergency

Published

Would love to hear what other ED's are doing to improve patient satisfaction:lol2:

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

80% of the ER patients are on state aid...their visit is free...what money are they getting back? more of my tax dollars?

now I've heard it all

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Specializes in 5 yrs OR, ASU Pre-Op 2 yr. ER.
Originally Posted by gettingmymsn

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

Hmmm, that's strange, i just read "Money Back Guarentee" if i'm not satisfied with this bag of chips i'm snacking on.

Wonder who had the slogan first, the hospital or the chips ;)

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...I wouldn't mind the ER waits so much if the chairs were not so incredibly uncomfortable and there were ways for people to lay down that are nauseated or darkened areas for migraines.

comfortable chairs = easily stained chairs...

uncomfortable chairs=easily cleaned, reusable chairs...you do the math

the waiting room then is bigger than the ER, if we allowed everyone to lay down that was nauseated or had a migraine...

I'll get you a cold washcloth for your neck, and a towel to cover up your eyes...

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Specializes in ER.
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.

The Money Back Guarantee is a joke!! Who wouldn't take advantage of that!! And, like stated in a previous post, most people don't pay in the first place. I do like the staff survey to send to the patients! If only we could!!!

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~Happy Laceration...we're sure glad you've come.....

sorry about that skinned up knee and

your busted bum~

:rotfl: :rotfl: :roll :roll :roll :rotfl:

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Key components to pt satisfaction

give everyone Dilaudid

Give everyone excuses for work and scholl they love that

give them all sandwiches and stickis

have a TV and Telephone available for all of them

let their 20 to 30 visitors all back at the same time

give them more dilaudid

give them more coffee and sandwiches

allow them to go outside for smoking even after they have gotten 4 mgs of Dilaudid IV,

give them more blankets

smile smile smile smile

give them more dilaudid

THANKS I NEEDED THAT BIT OF HUMOR TODAY. Like I say we have to laugh or we'll go nuts !:roll

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ok , we started giving percocet in triage area. i can understand if there is a true need but , most of the time it's to keep people happy. oh , at the other hospital they gave me percocet while i was waiting. i think i'll go back there, again and again and again and again. i think i'll go ahead and start a saline well on the people who are allergic to toradol, asa, motrin, tylenol, ultram and anything else that isn't dilaudid. that way we can be sure everyone is happy.. better idea , when people walk in say , what are you here to be seen for today and then give 4 mg dilaudid im. that way everyone will behappy, thus avoiding dirty looks by waiting seekers.we could have a nurse in a short skirt walk around with a tray, dilaudid, demerol, morphine , may i fluff your pillow, may i offer you a cup of tea ,or give you somthing for your std .

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Specializes in ICU,ER.

Next, we will be wearing suspenders and "flair".

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I've sent Press/Ganey an email requesting that they stop surveying non-urgent ED patients. Please do the same! Here's a copy of what I sent to [email protected] :

To Whom It May Concern:

Please stop surveying non-urgent emergency room patients.

Anyone who applies to an inappropriate source of service is an impeachable source of data. Consistent and willful use of impeachable data sources taints- and arguably invalidates -your survey results.

It will probably have absolutely no effect, but I enjoy fighting windmills.

PGSUX!

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Specializes in Emergency Dept, ICU.

We have TVs in everyroom and we call all patients back after they leave and ask them how their visit was and what we could do to improve it. All patients are also rounded on during their visit by a charge nurse if able. We see over 60,000 visits a year and have 99% patient satisfaction surveys from to survey groups.

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Specializes in Emergency.

Please don't take this the wrong way, but what part of your 99%satisfaction survey actually came from the nursing / medical care that your patients received?

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Specializes in Emergency Dept, ICU.
Please don't take this the wrong way, but what part of your 99%satisfaction survey actually came from the nursing / medical care that your patients received?

None taken...

Most surveys are performed on patients discharged from the ED. They never saw anyother nursing unit. Another group of surveys are performed if they were admitted.

Surveys are performed the day after thier ER visit so they usually remember the nurse and the doctor's names. All units in the hospital do a similar survey. Most of the units avg a 70% satisfaction rate, but the ER has had a consistent 96-99% satisfaction survey for 5 years now.

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