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Customer (or patient) satisfaction is gaining more attention in health care. In one recent survey, 54% of people were not satisfied with their health care.(1) Why? Health care clients judge the providers competence from their customer service skills (not clinical skills) approximately 85% of the time.
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If you want to improve your patient satisfaction ratings, dont start by looking at how happy your patients are. Start by looking at satisfaction levels among your staff. Thats the advice from an emergency department (ED) manager who can boast of patient satisfaction scores in the 99th percentile nationwide.
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Are you relieved to find that six of the Joint Commission on Accreditation of Healthcare Organizations seven new National Patient Safety Goals are much the same as for 2003? If so, you should think again.
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Editors note: This column is a regular feature in Hospital Peer Review profiling a facility that recently has been surveyed by the Joint Commission on Accreditation of Healthcare Organizations.
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It has happened to everyone. A quality improvement (QI) project team is formed to achieve an improvement goal, and the group gets sidetracked on the action plan. This can happen when members of the team dont share the same sense of clarity around the problem.
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As patient and community education coordinator at Southwest Washington Medical Center in Vancouver, Mary Paeth, MBA, RD, is responsible for community education events and inpatient education projects.
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Overstuffed closets, stacks of paper on desks, and clutter in general can be hazardous to your health, Katherine MacKinnon, tells her students in the workshop she teaches at The Hospital for Special Surgery in New York City, titled Feng Shui Your Way to Better Health.
