Presentation on theme: "PATIENT SATISFACTION. Society for Academic Emergency Medicine Definition: Patient Satisfaction u Patient – One who receives medical attention, care, or."— Presentation transcript:
Society for Academic Emergency Medicine Definition: Patient Satisfaction u Patient – One who receives medical attention, care, or treatment. u Satisfaction – The fulfillment or gratification of a desire, need, or appetite. u 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 ? u JCAHO, College of Medicine, & Hospital Administration intensely focused u Monthly Emergency Department QA meeting u Risk Management Focus u Fiscal Considerations u Stronger emphasis in private sector
Society for Academic Emergency Medicine How is Satisfaction Measured? u Press Ganey u Patient Safety Net (variance reports) u Patient Personal Letters u Patient Calls to Administration u Patient Advocate Office
Society for Academic Emergency Medicine What is Not Measured?? u 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 physicians technical skill C. Thiedke MD Author What we know about patient satisfaction
Society for Academic Emergency Medicine Press Ganey Survey u Sent to every ED patient discharged home u Admitted patients receive Hospital survey (not counted) u Not sent to repeats visit in 60 days, psychiatric patients, or deaths u Weekly vs Monthly vs Quarterly Reports
Society for Academic Emergency Medicine Patient Satisfaction Team u ED RNs u ED Techs u ED Clerks u ED Patient Advocates u YOU!!!!!!!!!!!!!! (ED Physicians)
Society for Academic Emergency Medicine Patient Advocacy Clarifications u No..they are not trying to tell you how to practice u Yes..they are here to help the patient u No..they are not secret agents for Administration u Yes.. they are here to help the physician u They are focused on patients & staff u Ultimate focus is patient outcomes
Society for Academic Emergency Medicine ED Patient Satisfaction Advocates Initiatives u Liaison between Patient & Staff u Nourishment u ED Brochure u Reading & Video Materials u Personal Warmth & Touch
Society for Academic Emergency Medicine EM MD Considerations u Ultimately, the patient is here to see YOU! u Patient Advocacy, RNs, bells & whistles only go so far u Empathy u COMMUNICATION!!!!!!
Society for Academic Emergency Medicine Effect Of Physician-Patient Relationship u Cornerstone of good medical practice and risk management u Often more crucial than outcome u Negative perceptions based on health care providers attitudes u Establish good rapport, concern, and trust u Establish open communication and effective listening skills u Be aware of limitations
Society for Academic Emergency Medicine Barriers to Patient Satisfaction u Wait Times u ED Overcrowding u ED Interruptions (code blue, trauma, etc) u Consultants u Radiology Over reads u Laboratory Turn around times u Call ins u Patient expects something from you
Society for Academic Emergency Medicine Common Patient Complaints u Too little time for patient interaction u Does not listen u Does not explain well u Shows no sympathy u Does not understand u Incompetent
Society for Academic Emergency Medicine Demographics affecting satisfaction u Ageolder pts more satisfied u Ethnicityminorities less satisfied u Genderfemales less satisfied u Socioecominclower socioecomic less satisfied u Heath statusChronic illness less satisfied
Society for Academic Emergency Medicine Increasing Patient Satisfaction Pearls u Greet the patient with a hand shake & a smile u Sit down to do your H & P u TALK to your patient, not at them u Listen to what they have to say u Give them the opportunity to ask questions u Dont be afraid to apologize & tell patient why they had to wait for x, y, and z. u Listen to your support staff
Society for Academic Emergency Medicine How can you affect satisfaction? u COMMUNICATE u Utilize as well as listen to Patient Advocates u Put yourself in the patients shoes u 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 u The number patient survey item for recommending a ED (sign of patient loyalty) u Influenced by intangibles u Warm Blankets u Providing nourishment u Celebrating a patients birthday
Society for Academic Emergency Medicine Patient is Royalty
Society for Academic Emergency Medicine Author Credit – Patient Satisfaction David 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