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5 Steps to Make Every Patient Love You Like Your Grandmother – Elevate Your Patient Satisfaction
I amstill trust
First impression is the main thing
“You don’t get a second chance to make a first impression.” The non-verbal message your patient receives in the first few seconds affects how they perceive you, the rest of the staff and their entire experience on the ward and in the hospital. To become more aware of how your patients see you, ask another team member for feedback on how you can make a better first impression. We can all improve in this area, and an outside observer can be the mirror to see more clearly the habits that need adjustment.
1) Body language- before greeting the patient and the family stop and take one good deep breath to slow yourself down. You don’t want to seem rushed through that critical first contact, no matter how busy it is. Bring your focus to the here and now, not the last chance or lunch in 30 minutes. It may seem trivial, but it has a huge impact on the patient’s perception of how you care about your work and subsequently how you will value and care for them.
2) Physical appearance: yours – don’t underestimate the effects of a clean and unwrinkled scrub, a name tag and proper grooming. If you have blood or betadine stains anywhere, go change. A patient will not trust a therapist or department they perceive as unkempt because they will translate this into a sloppy and ambivalent attitude about their work.
The department: the physical appearance is critical to the department and especially to the procedure room. Ensure that contrast and blood spatter are cleared from the C-Arm, monitors and other objects that patients see while sitting and lying on the table. Put your head down and look up and around to see what they see. You will be surprised. The room should look like it is the first case of the day for each case. Assess the room for yourself by observing it as if you were the patient walking through the door.
3) Eye contact and facial expressions – this is the most important thing you can do. When you approach the patient smile when you first make eye contact, just like he is a friend you are happy to see. As you introduce yourself, firmly and confidently shake their hand and as you shake their hand hold it for three seconds while making eye contact and tell them “we are going to take very good care of you”. They will believe you. Then shake the hands of friends and family. These people are your allies in the hospital and after discharge. They will observe the patient better than the floor staff and assist in the patient’s compliance throughout the recovery process.
Instill trust by showing respect
Ask the patient how he feels right now and what he is most worried about. This allows them to express themselves to you and allows you to focus on their personal concerns. Introduce yourself by name and tell them your responsibilities during the procedure. Also mention the other team members and their responsibilities. Throw a compliment at a staff member or doctor to increase the patient’s trust in the staff.
After introductions, whisper into the patients ear and ask them if they want you to review their relevant medical history and the procedure with their family/friends present or if they want you to do it in private. This will let the patient know that you value them and their privacy. If they want privacy, before leading family and friends to the waiting area, ask them if they have any questions and take the time to answer them fully.
Briefly review the patient’s chief complaint, his hospitalization, and what led him to this point.
Never lie to a patient or significant other. If they have a complaint, hear them out and then tell them what you are going to do about it and ask them if it will solve their problem.
All of these first steps will help reduce stress and allow you to do a better job by improving the quality of information they provide in their medical history, reducing the amount of medication they will need for sedation, and improving understanding and compliance. Instructions during and after the procedure.
Laughter also helps a lot. If you have a sense of humor that allows you to make the patient laugh, that’s a big plus. Always be tasteful and considerate in this area.
Sincere care and competence
Your patients know that if you truly respect and value them, your next actions will be driven by their best interest. It is better to communicate by showing them with your actions.
Touch them in a way that gently conveys warmth and concern. For example: 1) When checking their IV site just don’t poke the area with your fingertip, instead hold their hand in your hand and cradle their forearm in your other hand, then gently palpate around the IV site. 2) When checking distal DP and PT pulses, hold the foot with one hand while palpating the pulses with the other hand. 3) Especially if they have A. Fib. or SVT, teach them how to take their pulse by holding their hand, help them find a radial pulse and count it for 15 seconds. You achieve the same thing but communicate much more with an added touch.
If you have a blanket warmer, and if not you need to request one, place a warm blanket over them as soon as they arrive in the pre-procedure area or room. Also, wrap your electrodes, Defib patches, and grounding pad in a warm blanket before placing them on your patient. Placing these items inside the blanket warmer will cause them to overheat. The icing on the cake is to place a warm blanket on the table itself just before transferring the patient. They will direct your attention to these details, so that you pay the same attention to all the essential details of the procedure.
If you want to really excel, stand in front of the patients at the beginning of the procedure and talk to them about what they are going to feel just before it happens. It will have a very calming effect and is worth a few mg of Versed as they won’t feel lonely and vulnerable. The worried patients will love you for it.
Teaching begins when you first meet the patient, family and friends. I like to tell patients “This is my first case. Can you tell me why you are here and what we are supposed to do today.” If you presented yourself with confidence and skill it would add a little comic relief and their answer would allow you to gauge their level of knowledge. If you look confused they will believe you and be even more scared.
Then describe the procedure – state specifically the sensations they will experience. A hard flat bed, drugs to make you sleepy or put under anesthesia, oxygen in the nose, a sharp stab and burning sensation in the groin from the numbing medicine, pressure as if someone is pushing a finger while the IV tube goes in, and the heart beats and beats during the test. Reassure them that these are all normal. Let them know if they’re unsure about something, so they’ll let you know right away.
If not taught, the patient will not know what is normal versus what is terribly wrong and they will assume the worst. It should only take a minute, but it puts the pieces together and helps them understand what’s going on with their bodies and lives.
At the end of the procedure, review with the patient and significant others the results of the procedure, the next steps in their care, and post-procedure instructions. Hopefully the doctor has already told them, but their increased stress level will create poor retention and a repeat will be needed. Also, enlist significant others to help the patient follow these instructions after the procedure. They will be better monitors for problems than the floor staff and will monitor the patient at home as well.
Patient satisfaction is becoming more important in today’s competitive business environment. Hospitals spend significant time and money to motivate employees to improve patient satisfaction scores. This includes telling staff to remind patients to “give me a 10 when you get a follow-up call.” This attitude affects me like Ipecac. Use the steps outlined above to exceed patient and hospital expectations.
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