A 3-question patient satisfaction tool for hospitalists

About three years ago, our hospital was abuzz about patient satisfaction. Our HCAHPS scores were lower than expected, and there was a push by the administration to improve them. As a hospitalist, I wondered to myself, what could I possibly do to improve them?  I already believed I was doing a very good job communicating effectively with patients. Many years ago, I developed the habit at the end of each encounter of always asking patients, “What questions do you have for me?” Their responses were rarely focused on their health or why they were in the hospital. Instead, they frequently seemed to revolve around things such as an upcoming imaging or blood test, their first meal, and the most often, when could they finally go home. That got me thinking. If these are the questions and issues patients really care about, why not anticipate these questions and issues by initiating that conversation with patients before they bring it up with the doctor? I did just that. As a result, I developed my own three-part tool that I would use to conclude each patient encounter. The entire process would take only about 60 seconds, and if one of the steps didn’t apply to the patient, I would simply skip it and proceed to the next step. Here is my three-part tool: Continue reading ... Your patients are rating you online: How to respond. Manage your online reputation: A social media guide. Find out how.
Source: Kevin, M.D. - Medical Weblog - Category: Journals (General) Authors: Tags: Physician Hospital Hospitalist Source Type: blogs