1. PATIENT SATISFACTION

2. 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?

3. 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.”

4. 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

5. How is Satisfaction Measured?
Press Ganey
Patient Safety Net (variance reports)
Patient Personal Letters
Patient Calls to Administration
Patient Advocate Office

6. 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”

7. 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

8. Patient Satisfaction Team
ED RN’s
ED Techs
ED Clerks
ED Patient Advocates
YOU!!!!!!!!!!!!!! (ED Physicians)

9. 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

10. ED Patient Satisfaction Advocates Initiatives
Liaison between Patient & Staff
Nourishment
ED Brochure
Reading & Video Materials
Personal Warmth & Touch

11. EM MD Considerations Ultimately, the patient is here to see YOU!
Patient Advocacy, RN’s, bells & whistles only go so far
Empathy
COMMUNICATION!!!!!!

12. 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

13. 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

14. Common Patient Complaints
Too little time for patient interaction
Does not listen
Does not explain well
Shows no sympathy
Does not understand
Incompetent

15. 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

16. 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

17. 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

18. 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

19. “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

20. Patient is Royalty

21. Author Credit – Patient Satisfaction David Cheng MD
Questions

22. Postresidency Tools of the Trade CD
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
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