PATIENT SATISFACTION. Society for Academic Emergency Medicine Definition: Patient Satisfaction u Patient – One who receives medical attention, care, or

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?


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.”


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


How is Satisfaction Measured?

Press Ganey Patient Safety Net (variance reports) Patient Personal Letters Patient Calls to Administration Patient Advocate Office


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”


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


Patient Satisfaction Team

ED RN’s

ED Techs

ED Clerks

ED Patient Advocates

YOU!!!!!!!!!!!!!! (ED Physicians)


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


ED Patient Satisfaction Advocates Initiatives

Liaison between Patient & Staff Nourishment ED Brochure Reading & Video Materials Personal Warmth & Touch


EM MD Considerations

Ultimately, the patient is here to see YOU! Patient Advocacy, RN’s, bells & whistles

only go so far

Empathy COMMUNICATION!!!!!!


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


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


Common Patient Complaints

Too little time for patient interaction Does not listen Does not explain well Shows no sympathy Does not understand Incompetent


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


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


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


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


“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


Patient is Royalty


Author Credit – Patient SatisfactionDavid Cheng MD

Questions


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

Documents

PATIENT SATISFACTION. Society for Academic Emergency Medicine Definition: Patient Satisfaction u Patient – One who receives medical attention, care, or