Archive June 2019 XX, No. 6

How Are You Improving The Patient Experience?

Your facility's future success hinges on meeting growing expectations for high-quality, compassionate care.

Daniel Cook

Daniel Cook, Executive Editor


Pamela Bevelhymer, RN, BSN, CNOR
ALL SMILES Patient satisfaction is considered a key indicator of the quality of care you provide.

The patient was saying all the right things, but something about the way she was acting seemed off. Turn on your observers, thought the receptionist. It's the motto of every staff member who works in the same-day surgery unit at the University of Chicago (Ill.) Medical Center. They're taught to notice a patient's nonverbal cues and demeanor, to listen to voice inflection and read body language.

That training helped the receptionist sense the patient's uneasiness. "You appear a bit nervous," she said. "Is there something I can help you with or is there something on your mind?"

The patient appeared grateful, relieved even, and revealed that she was apprehensive about the nerve block she was about to receive.

Ah, that's it.

The receptionist smiled, said she understood and immediately went back to alert the charge nurse of the patient's concern. The nurse came to the waiting room, sat with the patient and her husband, described in detail how they'd place the block and answered every question the couple had about the process.

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