Top 10 List of Patient Survey Options

[jadelpn, LPN, EMT-B]

The short definition of patient surveys are a way for a hospital/facility to track how we are doing in the customer service aspect of care. One of the key points to customer service is that it can and does reflect on the overall culture of care in a facilty, could be tied to reimbursements. Most customer surveys have a three prong approach....Listen/Learn/Lead. We actively listen to the goal of the patients. We learn from the feedback of the surveys, and we lead by targeting improvement plans.

As clinicians, nurses, and ancillary staff, we are not always in tune of the "customer service" aspect of our jobs. These are patients NOT customers!! Clincally focused people can and do have an active role in perception ofcare. It is important to be perceived in a positive appropriate light, always.

Here is a top 10 list of performance improvement ideas. At the end of the day, It really doesn't matter if we think customer satisfaction surveys are right/wrong/ indifferent, it is reality that all of us have to face head on. This is emergency department based, however, applicable for any nursing unit.

Patients want to be sure that: Staff cared about you as a person:

1. The simplest way to convey literal caring is to be sure that we are addressing each patient by name, that we state that we are happy that they came in if appropriate, and to be sure that no matter how "unimportant" that the cheif complaint is, that they made a good decision to come in and get it checked out.

2. Patients often want validation that they did the right thing in coming, and that we believe that EVERY patient deserves to be seen and treated. And that if in a unit on the floor that the patient can and will understand every aspect of their care, can make decisions regarding same, and that they will "know what to do" when they get home.

We should be concerned with the adequacy of information to family and friends

3. This is somewhat of a difficult situation, as patient privacy is paramount to patient safety, satisfaction, and overall trust of the caretakers.

4. It is very important to be sure that we check with the patient to be sure that any and/or all information is something that the patient wants shared. There are some patients who prefer family/friends NOT know that they are in the hospital/facility and why. Should that be an issue, it is important that the charge nurse answer questions and give information.

5. Generally, we can ask the patient if they want someone in the room, someone to know information, or forward a call to the patient room if appropriate.

6. It is important that the patient feel as if they are in control of their health information. There are resources available to help you if you are not sure. Be familiar with your facility policy.

Patients want to be Informed about delays

7. The triage and charge nurse are communicating about what beds are available when. Information should be given as to when results of tests and other procedures should be available.

8. In an ER setting, it is also upt o the triage nurse to inform patients of potential wait times (ie: "We are currently full. We will get you into abed as soon as possible, but it will be a wait.")

9. Perhaps most importantly, patients waiting need to know who to go to should they have any issues in the waiting room. In units, they should have an idea when the MD will be to see them.

10. Most patients just don't want to think they have been forgotten. It is important to touch base as much as possible, and to get patients into beds as timely as possible. In this age of information, patients want to be partners in their care.

This is just a part of patient satisfaction. It can certainly start a discussion about how, as a unit, ideas can be brainstormed into policies and procedures so all are on the same page. Personally, I have a huge issue with "scripting" however, if everyone is invested in a positive culture on a unit, then perhaps everyone says the same types of things but in their own way. It is time that we all take a pro-active approach to patient satisfaction.