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Transcript of PATIENT SATISFACTION. Society for Academic Emergency Medicine Definition: Patient Satisfaction u...
PATIENT SATISFACTION
Society for Academic Emergency Medicine
Definition: Patient Satisfaction
Patient – One who receives medical attention, care, or treatment.
Satisfaction – The fulfillment or gratification of a desire, need, or appetite.
How do you define patient satisfaction?
Society for Academic Emergency Medicine
What is Patient Satisfaction?
“As a patient-centered emergency department, we believe we ought to place the patients’ best interests above all else.
Our efforts should be not only genuine and well meaning, but should be also
measurable, and patient satisfaction responses are effective ways to assess this.”
Society for Academic Emergency Medicine
Why Patient Satisfaction ?
JCAHO, College of Medicine, & Hospital Administration intensely focused
Monthly Emergency Department QA meeting Risk Management Focus Fiscal Considerations Stronger emphasis in private sector
Society for Academic Emergency Medicine
How is Satisfaction Measured?
Press Ganey Patient Safety Net (variance reports) Patient Personal Letters Patient Calls to Administration Patient Advocate Office
Society for Academic Emergency Medicine
What is Not Measured??
Quality of Care is not measured
“Many patient surveys intentionally avoid asking patients how they feel about the quality of their care, presumably because patient are not in position to judge their physician’s technical skill”
C. Thiedke MD
Author “What we know about patient satisfaction”
Society for Academic Emergency Medicine
Press Ganey Survey
Sent to every ED patient discharged home Admitted patients receive Hospital survey
(not counted) Not sent to repeats visit in 60 days, psychiatric
patients, or deaths Weekly vs Monthly vs Quarterly Reports
Society for Academic Emergency Medicine
Patient Satisfaction Team
ED RN’s
ED Techs
ED Clerks
ED Patient Advocates
YOU!!!!!!!!!!!!!! (ED Physicians)
Society for Academic Emergency Medicine
Patient Advocacy “Clarifications”
No..they are not trying to tell you how to practice Yes..they are here to help the patient No..they are not secret agents for Administration Yes.. they are here to help the physician They are focused on patients & staff Ultimate focus is patient outcomes
Society for Academic Emergency Medicine
ED Patient Satisfaction Advocates Initiatives
Liaison between Patient & Staff Nourishment ED Brochure Reading & Video Materials Personal Warmth & Touch
Society for Academic Emergency Medicine
EM MD Considerations
Ultimately, the patient is here to see YOU! Patient Advocacy, RN’s, bells & whistles
only go so far
Empathy COMMUNICATION!!!!!!
Society for Academic Emergency Medicine
Effect Of Physician-Patient Relationship
Cornerstone of good medical practice and risk management
Often more crucial than outcome Negative perceptions based on health care
providers’ attitudes Establish good rapport, concern, and trust Establish open communication and effective
listening skills Be aware of limitations
Society for Academic Emergency Medicine
Barriers to Patient Satisfaction
Wait Times ED Overcrowding ED Interruptions (code blue, trauma, etc) Consultants Radiology Over reads Laboratory Turn around times Call ins Patient expects something from you
Society for Academic Emergency Medicine
Common Patient Complaints
Too little time for patient interaction Does not listen Does not explain well Shows no sympathy Does not understand Incompetent
Society for Academic Emergency Medicine
Demographics affecting satisfaction
Age—older pts more satisfied Ethnicity—minorities less satisfied Gender—females less satisfied Socioecominc—lower socioecomic less satisfied Heath status—Chronic illness less satisfied
Society for Academic Emergency Medicine
Increasing Patient Satisfaction Pearls
Greet the patient with a hand shake & a smile Sit down to do your H & P TALK to your patient, not at them Listen to what they have to say Give them the opportunity to ask questions Don’t be afraid to apologize & tell patient why
they had to wait for x, y, and z. Listen to your support staff
Society for Academic Emergency Medicine
How can you affect satisfaction?
COMMUNICATE Utilize as well as listen to Patient Advocates Put yourself in the patient’s shoes Push the survey, particularly when you have
had a positive patient interaction
Society for Academic Emergency Medicine
Patient Satisfaction Dependent upon:
Arrival to physician time (door to Dr.)
*Boudreaux AEM(s)10/03 (High acuity more satisfied)
Turn-around-time
Caring, comforting and informing
Society for Academic Emergency Medicine
“Degree to which staff cared about you as a person”
The number patient survey item for recommending a ED (sign of patient loyalty)
Influenced by intangibles Warm Blankets Providing nourishment Celebrating a patient’s birthday
Society for Academic Emergency Medicine
Patient is Royalty
Society for Academic Emergency Medicine
Author Credit – Patient SatisfactionDavid Cheng MD
Questions
Society for Academic Emergency Medicine
Postresidency Tools of the Trade CD
1) Career Planning – Garmel
2) Careers in Academic EM – Sokolove
3) Private Practice Career Options - Holliman
4) Fellowship/EM Organizations – Coates/Cheng
5) CV – Garmel
6) Interviewing – Garmel
7) Contracts for Emergency Physicians – Franks
8) Salary & Benefits – Hevia
9) Malpractice – Derse/Cheng
10) Clinical Teaching in the ED – Wald
11) Teaching Tips – Ankel
12) Mentoring - Ramundo
13) Negotiation – Ramundo
14) ABEM Certifications – Cheng
15) Patient Satisfaction – Cheng
16) Billing, Coding & Documenting – Cheng/Hall
17) Financial Planning – Hevia
18) Time Management – Promes
19) Balancing Work & Family – Promes & Datner
20) Physician Wellness & Burnout – Conrad /Wadman
21) Professionalism – Fredrick
22) Cases for professionalism & ethics – SAEM
23) Medical Directorship – Proctor
24) Academic Career Guide Chapter 1-8 – Nottingham
25) Academic career Guide Chapter 9-16 – Noeller