ED Focus on Customer Service Boosts Satisfaction
When people visit the Emergency Department (ED), they expect great care. What they also deserve is exceptional service, states Andreea Anton, Patient Care Manager, ED.
“The knowledge, skills and abilities are there,” says Anton. “When we focus on the interactions and increase real-time communication with patients, we see the impact.”
A renewed emphasis on customer service has translated into improved care and increased patient satisfaction in the ED. Part of the credit goes to the introduction of a concept called AIDET. It stands for acknowledge, introduce, duration (i.e. wait time), explanation and thanks. As Anton explains, service improves when doctors, nurses and staff are mindful of things like showing appreciation and understanding for patients.
The hospital used to mail satisfaction surveys to patients several weeks after their visit to the ED. Since the summer of 2015, that has been replaced by phone surveys which happen within 48 hours of discharge. Patients are asked whether the team saw them within a reasonable time, addressed their worries, introduced themselves by name, explained what to expect during the ED visit, and provided opportunities for questions.
Overall satisfaction has increased dramatically, with 80% of patients saying they would recommend Mackenzie Health’s Emergency Department to others.
Complimentary letters from patients also point to the satisfaction with the ED. One praised the “everyday heroes” for saving his life. Anton is just as gratified by the letters that highlight service, like one that noted the professional atmosphere and informative staff. “All of my concerns,” shared the letter writer, “were dealt with, with respect, caring and compassion.”
Patient Advocates Find the Answers
Sweeney and his colleagues are eager to hear the perspective of patients and families, and passionate about advocating for them. “We don’t know the answer to everything,” he says, “but we do know where and who to get the answers from and are committed to continually striving to improve the patient and family experience,” says Sweeney, Manager of Patient Advocacy.
Hospitals are large, complex and often intimidating. When patients and families have queries or concerns, the members of the care team can help. However, people sometimes need more – a place where they can resolve issues, coordinate meetings with the most appropriate staff, better understand the hospital and navigate the health system.
In these situations, Patient Relations becomes an invaluable resource (905-883-1212, ext. 7494 or firstname.lastname@example.org). Working with patients, families and staff, the goal is to examine the care and service that Mackenzie Health provides, and continuously works to improve.Share: