Customer Satisfaction, Surveying Patients Within The Clinic

Improving the quality of discharge planning in acute care include addressing the lack of appropriate staff and patient education about appropriate planning for discharge (4). This includes implementing proper discharge teaching regarding signs and symptoms to seek medical attention, management and care of medical equipment, and access to community resources (4, 5). Other challenges are patients with complex comorbidities too difficult to discharge as well as lack of community supports and equipment for newly discharge patients and lack of rehabilitation and nursing home beds (4). Consequently, acute care units are pressured to vacate hospital beds in response to the growing elderly population. Hospital professionals tend to focus discharge teaching and preparation on medical areas such as diet, activity, treatments, and medications (5). Community referrals to appropriate services at the time of hospital discharge does not often happen contributing to poorer patient outcomes and re-hospitalizations

“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient

Ineffective discharge teaching often leads to unnecessary admissions to the hospital resulting in negative patient outcomes and decreased patient satisfaction. This negatively impacts the well-being of the patient and creates a financial burden on institutions. As a result, this universal practice issue requires a call to action on the part of the nursing profession. Nurses can proactively assist in assuring incidents of readmission do not occur. Nurses as educators play a critical role in the successful transition of patients from hospital to home. The overall goal of discharge education is to ensure there is an exchange of critical information between the patient and nurse in which plans of care are understood and followed. The research

Standard 16 of the American Nurses Association (ANA) Scope and Standards Practice, directs nurse leaders to advocate not only for patients but for all members of our healthcare community. As a discharge planner, I am in a unique position to advocate not only for patients but for caregivers as well. As part of my responsibilities, I participate in daily multi-disciplinary team rounds. The meetings take place so that all disciplines can openly discuss patient care needs. They provide the perfect opportunity for anyone to bring to light problems or concerns.

Studies have found that improvements in hospital discharge planning can dramatically improve the outcome for patients as they move to the next level of care (Alliance, 2016). Moreover, Patients, family caregivers and healthcare providers all play roles in maintaining a patient's health after discharge. And although it's a significant part of the overall care plan, conversely there is a surprising lack of consistency in both the process and quality of discharge planning across the healthcare system (S. Shapperd,

The gaps that show areas of improvement are of the nurse’s perceived service and the patient’s perceived experience based on the patient’s expectations (Dabney and Tzang 2013). A patient’s expectations are modeled by past experiences, culture, personal needs, and word of mouth from other patient experiences. If a provider does not implement a patient-centered approach to patient care the patient’s needs cannot be met due to the gap in patient expectations and perceived service (Dabney and Tzang 2013).

According to the survey, our patients didn’t enjoy their experience before their appointment. 73% of patients said that the receptionist did not greet them immediately. I know this was the case when I walked in for my meeting. The receptionist was on her phone texting instead of being aware of patients that could potentially be walking into the facility. Although the receptionist doesn’t greet them right away, 67% of people agree she was respectful and courteous. However, the biggest issue lies with patients not understanding the co-pay and possibility of additional costs. This is a problem that can be fixed easily, we just need to retrain our receptionists to greet each patient with a warm smile, and how to fully explain the costs that patients are required to pay. The receptionist play an important role in customer service, therefore they must be at the top of their game at all times. In order to fix the overall patient experience at our urgent care facility, I think we need to send out more surveys and bring back the follow-up calls. The follow up calls are important because patients will be able to express any concerns they had with their visit and we would be able to

Post-discharge follow-up visit remains a critical factor in ensuring that patients continue to do well after they leave the hospital. The success of the team was measured based on data collected after 6 months of revamping the discharge clinic and implementing a phone call system to patients. They had been given a choice of a phone call for discharge follow up or to come in within 7-14 days and be evaluated post discharge.

Discharge planning, education, and follow-up are areas healthcare facilities fail patients significantly. Often times, the bedside nurse has little time to actually sit down to provide the patient with detailed discharge instructions. My vision for a new and improved healthcare environment is to have discharge teams to assist patients with needs outside the healthcare facility, educate patients and families about disease process, and provide follow-up appointments and calls to promote compliance of treatment.

​The highest priority in most hospitals across America is patient satisfaction. Patient satisfaction begins the moment the patient steps in the hospital doors although nurses hold a majority of the responsibility. The face to face interactions between nurse and patient on a day to day basis naturally puts nurses at the front line. Nurses are there to answer questions for the patient’s while making them as safe and comfortable as possible. There are a lot of factors to take in to account while determing satisfaction in the hospital. A common debate in the medical field is if there is an

Improve discharge process from hospital- improve communication and understanding of the discharge process with patient along with personnel dedicated to assisting through the transition

Patients are struggling with their discharge plans, unable to manage their care as evidenced by complications reported after discharge (McBride & Andrews, 2013; Kangovi et al., 2012). Postoperative complications may be related to the nurse’s inability to assess a patient's comprehension of discharge instructions accurately (Ashbrook & Sehgal, 2012; Fredericks, 2010). Nurses as part of the healthcare team are responsible for effectively preparing patients for the transition to self-care in the home setting. Opportunities for practice improvement exist as nurses perform this important task. Teaching performed in the acute care setting generally consists of standardized content, rather than information based on the patient’s individual

Healthcare has become a consumer driven industry with patient satisfaction equating to good customer service. Effective communication has been shown to be a key factor in both patient outcomes and satisfaction. Additionally, patient satisfaction has become a tool used by insurers to evaluate medical facilities and may impact reimbursement to hospitals for patient care. In this paper, I will discuss the issue of ineffective communication in the waiting area of the surgical services department at Mount Carmel East Hospital. The impact of ineffective communication effects patients and members of the perioperative team. Results of patient surveys

Customer services is a very important part of managing ongoing client/patient relationships, because they are the key to bringing in revenue. The concept of customer service is to deliver outstanding services so the customers will have a great experience. I currently work in the healthcare industry and the company that I work for is starting to have trainings and meetings to improve customer service to our clients to help increase our patient satisfaction levels. There are some employees who strive to help the patient by going far and beyond their line of duties, and as others are burned out and feel like they just need to get the patient in and out without really understanding the patient’s needs or

Customer service is developed by the patient’s satisfaction and the effect it has on the health care system. Customer service is the face of every business and specially the health care system which it provides leaders with an idea of how the business should look or act. The healthcare systems benefit from the opportunities made by patients. Patients should be the instrument to provide guidance while the physician advocates for the patient’s health. Customer service is a support system between the patient and the physician and without that support system then there is not guidance for a better lifestyle for patients. This is a competitive market that have a few limitations and those limitations start with customer service in healthcare and how to provide the best care for patients. These challenges that the healthcare system face will overcome those obstacles and bring out their best principles to make the system better. Patient centered care relates to customer service and should be recognized as the central focus. High- quality healthcare systems provide satisfaction to patients to show that their experience will be well worth it because their physicians care about their patient’s health.