RENÉE CAROLAN -PATIENT RELATIONS -- PATIENT SATISFACTION
WHO IS THE PATIENT ADVOCATE?
WE ALL ARE!!
AT THE CORE OF EVERY JOB / POSITION HERE, IS THE ROLE OF AN ADVOCATE
THEREFORE… THE ANSWER IS: IT’S ME!!!
CAN I TAKE A COMPLAINT?
YES! ANYONE CAN TAKE A COMPLAINT
ALL COMPLAINTS SHOULD BE SHARED WITH THE PATIENT RELATIONS DEPARTMENT AND THE DIRECTOR OF THE AREA INVOLVED.
COMPLAINTS AND GRIEVANCES A Complaint is something that required an
intervention but was addressed and resolved right away.
A Grievance is a concern that requires investigation and cannot be resolved immediately. A letter of response is required. Anything in writing e.g. (e-mail/fax/letter/website submission) is automatically considered a grievance.
ANXIETY REDUCTION = SERVICE EXCELLENCE Customer service looks a little different in a
hospital setting.
Patients want to feel safe and secure… It is up to us to make that happen
Patients judge the quality of their care based upon things that aren’t clinical
Cleanliness of the hospital
How good the food is
How nice the building looks
How helpful every single person is to them and their family and visitors
Communication is key to making sure patients feel secure
What Difference Does Talking Make to Patient Care?
Good communication…
Helps to build relationships with patients and their families
Eases anxiety
Helps patients and families understand their care better
Reduces errors by improving communication with staff
Improves coordination of care
Aligns the behavior of the staff with the needs of the patients and staff
Reflects the customer service standards of the hospital
Ensures that everywhere patients, visitors and families go within UPMC St. Margaret, everyone helps them in the same way
AIDET is a tool that will help YOU help our patients and families
Safety A Acknowledge
Decrease Anxiety I Introduce
Increase Compliance D Duration
Quality E Explanation
Patient Loyalty T Thank You
Acknowledge Key message you are communicating to your
patient…
“YOU are important”
How do you do this? Make eye contact with the patient and family
Greet the patient and family in a friendly way and make the patient feel that you expected them
Be polite and respectful
This helps you to connect with the patient
Introduce Hi! I am _______________.
Explain your role at UPMC St. Margaret
Tell the patient about your expertise
What education you have that enhances your role?
What experience you have that indicates “you have it all under control”?
What skill set do you have that indicates you are an expert?
What certifications do you have that lend credibility to you?
Duration If we manage the patient’s expectations about time, they
will feel less anxious
Tell your patient…
How long the registration process will take and if there are there any delays.
How long the test, procedure, appointment or admission will actually take?
How long it will take to get the results of tests.
Explanation We want to keep you informed Tell patients… Why we are doing this test. Why we
are giving this medication. What will happen and what you
should expect To ask questions (about medications,
instructions for follow up care)
Thank You Closing Key Words
Thank you for choosing our hospital
Thank you for your patience
Thank you for working with me
Great opportunity to manage up
Managing Up _________________ will be taking care of your this
evening. I have worked with him for the past year . He is a WONDERFUL nurse.
Lunch is coming! The hostess, __________, will be here shortly with your tray. We have great food at St. Margaret. If you have a request, just tell the hostess.
Here is Joe, from the Transportation Department. Joe is a great guy. He will see that you get to Radiology quickly.