A-10 You Used To Call Me On My Cell Phone 5 Steps to Make Every Patient Love You Like Your Grandmother – Elevate Your Patient Satisfaction

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5 Steps to Make Every Patient Love You Like Your Grandmother – Elevate Your Patient Satisfaction

FFirst impression

Instill trust

RTeach anxiety

SSincere care

TEach

First impressions are paramount

“You don’t get a second chance to make a first impression.” The nonverbal message your patient receives in the first few seconds affects how they perceive you, the rest of the staff, and their entire experience in the department and hospital. To better understand how your patients perceive you, ask other staff for feedback on how you can create a better first impression. We can all improve in this area, and an outside observer can be a mirror to see more clearly the habits that need to be adjusted.

1) Body Language- Before greeting the patient and family members, pause and take a nice deep breath to slow yourself down. No matter how busy you are, don’t seem rushed through this critical first contact. Bring your focus to the here and now, not the last event or the meal in 30 minutes. It may seem trivial, but it has a huge impact on a patient’s perception of how you care about your job and how you value and care for them afterward.

2) Physical Appearance: Yours- Don’t underestimate the effects of clean and wrinkle-free scrubs, a name tag and appropriate attire. If you get blood or betadine spots anywhere, change it. A patient may not trust a caregiver or department they perceive as disorganized, because they translate that into sloppiness and ambivalence about their job.

Department: Physical appearance is critical to the department and especially the procedure room. Make sure the C-arm, monitors, and other objects that patients see while sitting on the table are wiped clean of contrast and blood splatter. Put your head up there and look up and around to see what they’re looking at. You will be surprised. The room should be the first case of the day for each case. Self-evaluate by looking around the room as if you were a patient coming through the door.

3) Eye Contact & Facial Expressions- This is the most important thing you can do. When you approach a patient, smile when you first make eye contact, they will be happy to see you like a friend. When introducing yourself, shake their hand firmly and confidently, and hold eye contact for three seconds as you shake their hand and tell them, “We’ll take good care of you.” They believe you. Then shake hands with friends and family. These people are your friends in the hospital and after discharge. They see the patient better than the floor staff and help guide the patient through the entire recovery process.

Build trust by showing respect

Ask how the patient is feeling right now and what they are most worried about. This allows them to express themselves with you and focus on their personal problems. Introduce yourself by name and tell them your responsibilities during the process. Also mention other personnel and their responsibilities. Toss in compliments about the staff or physician to increase the patient’s confidence in the team.

Whisper into the patient’s ear after introductions and ask them if you would like to review their relevant medical history and procedure with their family/friends or if you would like to do it privately. This shows that you value the patient and their privacy. If they want privacy, ask family and friends if they have any questions and take the time to answer them thoroughly before ushering them into the waiting area.

Briefly review the patient’s chief complaint, their hospitalization, and what led them to this state.

Never lie to a patient or significant other. If they have a complaint, listen to them, tell them what you’re going to do about it, and ask them if you’ll solve their problem.

Reduce anxiety

All of these first steps help reduce stress, which allows you to do a better job by improving the quality of information they provide in their medical history, reducing the amount of medication you need for sedation, and improving their understanding and compliance. Intra and post procedure instructions.

Laughter is also very helpful. If you have a sense of humor that allows the patient to laugh, this is a big plus. Always be tasteful and considerate in this area.

Sincere caring and competence

If you genuinely respect and value them, your patients will know that your next actions will be motivated with their best interest in mind. This is best communicated by showing them with your actions.

Touch them in a way that subtly conveys warmth and concern. For example: 1) Don’t circle the area with a fingertip while checking their IV site, instead hold their hand in your hand, hold their forearm in your other hand, and then gently touch around the IV site. 2) While checking the DP and PT distal pulses, hold the foot in one hand while you touch the pulses with the other. 3) Especially if they have A. Fib. Or teach them how to take their own pulse by holding an SVT, helping them find a radial pulse, and counting for 15 seconds. You accomplish the same thing but communicate a lot more with an added touch.

If you have a warm blanket and you don’t need to request one, place a warm blanket over them as soon as they enter your preprocedure area or room. Also, sandwich your electrodes, defib patches, and grounding pads in a warm blanket before placing them on your patient. Placing these items in a blanket warmer will make them very hot. The icing on the cake is placing a warm blanket on the table itself before moving the patient. They expand your attention to these details, giving you the same attention to all the important details of the process.

If you really want to excel, stand at the patient’s head at the beginning of the procedure and talk to them about what they’re going to feel before it happens. It has a tremendous calming effect and is worth a couple mg. Mastery because they don’t feel alone and vulnerable. Anxious patients will love you for this.

teach

Teaching begins when you first meet the patient, family and friends. I like to say to patients “This is my first case. Can you tell me why you are here and what we need to do today”. If you present it confidently and competently, it adds a little comic relief and allows you to gauge their level of knowledge in their answer. If you look nervous they will believe you and become even more afraid.

Then describe the process—specifically the sensations they experience. A flat hard bed, drugs to make you sleepy or put you to sleep through anesthesia, oxygen in your nose, sharp stabbing and burning in the groin from the numbing medicine, pressure as if someone poked a finger while the IV tube was going in, and heart racing and pounding during the exam. Reassure them that this is normal. If they are unsure about something, tell them to let you know right away.

If not taught, the patient does not know what is normal and what is terrible and they assume the worst. It only takes a minute, but it puts the pieces together and helps them understand what’s going on in their body and life.

At the end of the procedure, review the results of the procedure, next steps in their care, and post-procedure instructions with the patient and significant others. The doctor has hopefully already told them, but their increased stress level creates poor retention and requires repetition. Also, involve significant others in helping the patient follow these postprocedure instructions. They are better monitors of complications than floor staff and monitor the patient at home as well.

Summary

Patient satisfaction is of increasing importance in today’s competitive business environment. Hospitals spend considerable time and money asking employees to improve patient satisfaction scores. This includes telling employees to remind patients, “Give me a 10 when you get a follow-up call.” This approach affects me like Ipecac. Use the above steps to exceed your patient’s and hospital’s expectations.

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