January 2010 VOLUME XXXV NO. 1
A Patient's Perception of Quality
Thomas A. Brabson, D.O., MBA, FACOEP
Presidential Viewpoints Let me begin by wishing everyone a Happy and Healthy New Year. By the time you are reading this the holiday season has ended and so have many of our New Year’s resolutions. Regardless, we can all take a moment to reminisce and celebrate all of our personal and professional accomplishments from last year. Then we can plan and set new goals for this coming year. Your Board of Directors will be meeting at the end of January in strategic planning sessions. Our mission will be to evaluate what goals we have achieved over the past two years since our last session. We will then plan for the next two years to help assure that our College will continue to grow, prosper and continue to serve our members. Planning for the future is essential for the success of any operation. The future however, may not be very far away. We all have chosen the profession of emergency medicine. You had to do much planning in your life to overcome the many obstacles on your journey to that goal. Although that
took years, it was well worth the effort in the end. But what about short term planning. When you are driving to a clinical shift, do you try to plan ahead? Remember in my last article, I encouraged each of us to be a ‘Team Leader’. Begin by getting yourself mentally and physically prepared to lead your team during your shift. Once you arrive on shift, identify your team members and understand each person’s role. How is each member of your team going to help you and contribute to the care of your patients? Next plan out how you will handle the patients you will be asked to evaluate. Do you have a good team assembled with all the tools you’ll need to handle just about anything? Although you don’t know their names or chief complaints yet, you do know that the patients are coming. Just like in any other sport, our victories and losses are measured on a scorecard. Number of patients per hour, turn around times, left without treatment, left against medical advice and number of admissions, just to name a few. One scorecard item that sometimes gets emergency medicine physicians fired up is the customer service scores. The cynical physician says that they are not customers, they are patients. Regardless of what term you use, they are first and foremost, people. The people that are our patients, along with their family and friends who are in the emergency department with them, will form an impression of their experience. Instead of getting caught up in potentially negative emotion generating terminology, think of the customer service score as a reflection of the patient’s percep-
The PULSE January 2010
tion of quality. The score that we receive is a reflection of how that person perceived the quality of care that you and your team provided them. In any emergency department there are many different things that can influence someone’s perception. How long did I have to wait to see a nurse or a doctor? How attentive were they to reason I came to the emergency department? Did they work well together to care for me? Were my medical and non-medical needs met to my satisfaction? Did they keep me informed and allow me to participate in my care? Don’t lose sight of the fact that the family and friends in the emergency department will also form a perception and their perception may influence the patient too. So what is a well trained and smart emergency physician to do? Start by remembering that a visit to the emergency department is very anxiety evoking for people. Find ways to identify what may be causing the patient to feel anxious and try to eliminate it. A caring and warm reception when the patient first arrives at the emergency department is a great start. Have you ever had a member of your team stand over a stretcher and say to the EMS crew, ‘Don’t you know we are on divert’? Or try to justify a long wait by saying ”the doctors are very busy and you’ll just have to wait your turn”. These first impressions may create a negative perception that will be very difficult to recover. As the team leader, you’ll need to try to get some service recovery started immediately and re-educate you continued on page 15
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