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5 Steps to Make Every Patient Love You Like Your Grandmother – Elevate Your Patient Satisfaction
first impression is the most important
“You don’t get a second chance to make a first impression.” The non-verbal messages patients receive in the first few seconds affect how they perceive you, other staff, and the entire department or hospital experience. give To get a better idea of how patients see you, ask other staff members for feedback on how to make a good first impression. We can all improve in this area, and an outside observer can be a mirror to see more clearly the habits that need adjusting.
1) Body Language – Pause, take a deep breath and slow down before greeting the patient and family. No matter how busy you are, you don’t want this important first contact to look rushed. Focus on the here and now, not the last case or lunch after her half an hour. This may seem like a small thing, but it can have a big impact on how you care about your work and how your patients perceive you to evaluate and care for them afterwards. increase.
2) Physical Appearance: Yours – Never underestimate the effect of clean, wrinkle-free scrubs, name tags and good grooming. If there is blood or a patch of betadine anywhere, replace it.
Department: Appearance is important for departments, especially procedure rooms. Ensure that contrast and blood splatters are wiped from the C-arm, monitor, or other objects that the patient sees while sitting or lying on the table. Put your head down there and look up and around to see what they see. you will be amazed. The room should look like the first case of the day in every case. Look at the room as if you were the patient who walks in through the door and self-assess the room.
3) Eye contact and facial expressions – This is the most important thing you can do. When you approach a patient, the first time you make eye contact, it’s nice to meet them, just like a friend. Wave firmly and confidently when introducing yourself. Hold their hand firmly for three seconds while you shake hands, look them in the eye and tell them, “We’ll take care of you.” . Then shake hands with friends and family. These people are your allies during and after your hospital stay. They observe patients better than floor staff and help with patient compliance throughout the recovery process.
Instill trust with respect
Ask how the patient is feeling and what worries them most. This allows them to express themselves to you and allows you to focus on their personal interests. Introduce yourself by name and communicate your responsibilities during the procedure. Also mention other staff members and their responsibilities. Build patient trust in your team by throwing compliments about staff and doctors.
After introducing yourself, whisper in the patient’s ear and ask if they would like the relevant medical history and procedures reviewed with family and friends, or if they would like it to be done confidentially. This lets your patients know that you care about them and their privacy. If you want privacy, ask if they have any questions and take the time to answer them completely before you lead them into the waiting room.
A brief review of the patient’s chief complaint, admission, and reasons leading to this point.
Never lie to your patients or loved ones. If they have a complaint, listen to them, then tell them what you plan to do about it and ask if that solves their problem.
All of these first steps can help reduce stress. This improves the quality of information provided in the medical history, reduces the amount of medication required for sedation, and improves patient comprehension and compliance, enabling them to do a better job. Intra and post-procedure instructions.
Laughter is also very helpful. If you have a sense of humor that can make the patient laugh, this is a big plus. Always classy and considerate in this area.
sincere care and competence
Your patients know that if you truly respect and care for them, your subsequent actions will be motivated with their best interests in mind. This is best communicated by showing them with your actions.
Touch them in ways that subtly convey warmth and care. For example: 1) When examining a patient’s drip site, grasp your hand, support your forearm with your other hand, and gently palpate around the drip site, rather than pressing the area with your fingertips. 2) When checking the DP and PT distal pulse, hold the leg with one hand and palpate the pulse with the other hand. 3) Especially if you have A. Fib. Or for SVT, teach me how to take my pulse by holding my hand, finding the radial pulse, and counting for 15 seconds. You achieve the same thing, but communicate more with the extra touch.
If you have a blanket warmer and don’t need to request one, put the warm blanket down as soon as they arrive in the pretreatment area or room. and the ground pad with a warm blanket. If you put these items inside the blanket warmer, they will get too hot. The icing on the cake is putting a warm blanket on the table itself just before moving the patient. We estimate that
If you really want to improve, stand in front of the patient’s head at the beginning of the procedure and talk to them about how they feel right before the procedure happens. Worth mg. of Versed because they don’t feel lonely and vulnerable. Anxious patients will love you with this.
Education begins with the first meeting with a patient, family member, or friend. I like to say to my patients, “This is my first case. Can you tell me why you are here and what to do today?” If you present yourself it adds a bit of comic relief and allows their answers to assess their knowledge level. I get scared.
Here are the steps: In particular, mention the sensations they experience. A flat, hard bed, drowsy and anesthetic drugs, oxygen in the nose, sharp piercings and burning sensations in the groin from numbing drugs, pressure like someone’s finger pressing as the IV tube advances, test Inside the heart races and throbs. Rest assured that these are all normal. If you have any questions, please let me know immediately.
If not taught, the patient becomes confused about what is normal and what is terribly wrong, and thinks the worst. This only takes him a minute, but it helps him put the pieces together and understand what’s going on with his body and life.
At the end of the procedure, review the results of the procedure, next steps of care, and post-procedure instructions with the patient and significant others. I hope your doctor has already told them, but high stress levels reduce retention and require repetition. Involve your significant other. They are better at monitoring problems than floor staff, and they monitor patients at home as well.
Patient satisfaction has become more important in today’s competitive business environment. Hospitals spend significant time and money motivating employees to improve patient satisfaction scores. This includes telling employees to remind patients to “Give me a 10 when I get a follow-up call.” This approach affects me like his Ipecac. Use the steps above to exceed patient and hospital expectations.
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