What are the best, cost-effective ways to increase patient satisfaction and the patient experience?

I’m going to take an unconventional stab at this one. “Patient satisfaction” can be simple…’hospital’ should be about hospitality and patient satisfaction is the result of helping people.

I may get some flak for saying that, but we, in health care, have made ‘patient satisfaction’ a beast to manage. The pressure to increase Press Ganey scores, the long litanies of procedures, policies and recommendations are often not helping our patients.  It is easy to become mechanical and too busy to take time to address anything outside of our immediate job responsibilities.

Most of us have been a patient at some point.  While it is natural to want to leave the worst parts of a patient experience behind us and just move forward, I would encourage us to remember one thing that was frustrating, frightening, overwhelming, emotional, isolating, impersonal or disappointing about an experience and find a way to make it better for the next person who comes along.  This means getting involved. Don’t just send an email with a suggestion. Get active. Consider the following:

Small changes in habits

  • Set aside 10 minutes to get up from your desk, out of your department and head toward the parking garage, the hospital lobby or waiting room and help someone.
  • Make it a personal mission to do at least one kind thing for a person you don’t know.  It doesn’t have to be a patient. Consider family, friends, hospital volunteers, etc.
  • Give a sincere smile to everyone.
  • Look into people’s eyes.
  • Avoid shop talk in the hallways and elevators if possible.
  • Pay attention.
  • Slow down.  Don’t buzz pass visitors unless there is an emergency. 

Random acts of kindness

  • Cover the cost of a cup of coffee or muffin for the stranger behind you in line.
  • Feed a parking meter that is running low.
  • Roll a stranded wheelchair back to its designated place.
  • Offer to walk a lost person to his/her destination.
  • Buy a couple of cafeteria gift cards and give them out occasionally to weary-looking people in waiting rooms.
  • Donate books, crossword puzzles, or blank note pads that can be used in a doctor’s waiting room. Better yet, “adopt” a waiting room or busy hallway and get permission to help make it a friendly, inviting place.  May I suggest immediate care centers!

You can do it!

– Elizabeth L. Scott