Being a patient in a hospital, skilled care facility, inpatient rehabilitation center or another inpatient setting is usually a challenge for the patient and his or her caregivers. People experience a loss of control when they enter an institution. When a person is admitted to a facility, many of the basic things they take for granted are taken away by the organization’s rules and culture.
I didn’t realize this until I was a patient myself. The challenge then became very clear to me. I had understood the hospital’s operations, but I did not understand the personal impact it had on patients and families. When I stepped into those shoes, I experienced it myself. Simple things such as choosing when to go to bed, when to get up, or knowing when to expect the doctor to find out how I was doing, were out of my control. Privacy felt compromised when it came to performing my Activities of Daily Living as a patient.
A few weeks ago, I read a provocative article in US News and World Report by Dr. Peter Pronovost, the Director of the Armstrong Institute for Patient Safety and Quality and Senior Vice President for Patient Safety and Quality at Johns Hopkins Medicine. It pointed out many of the challenges that I faced. The article included a wish list of patient requests that, if implemented, would improve the patient experience by helping them feel comfortable and safe in an inpatient setting.
The list summarizes many of the issues that impact the patient experience, which, if not considered appropriately, can lead to medical errors and frustration for patients and their loved ones.
Items on the list may seem like simple things that hospitals and other organizations should be able to address, but that’s not always the case. This is because the system often caters to staff instead of patients.
The leadership of in-patient facilities is just starting to realize this, as payers such as Medicare and Medicaid are basing reimbursement on patient experience statistics. The challenge is finding a happy medium that allows an organization to run efficiently while allowing patients and caregivers to maintain their dignity and a sense of control when admitted to an inpatient facility.
As you review this wish list, try to put yourself in the patient’s shoes. These variables’ impact is significant and profound not just for the patient but for their caregivers and all healthcare team members connected to that one patient.
Ways that you can help improve the patient experience include:
- Filling out the survey you get when you have a doctors appointment, a diagnostic test or a hospitalization. Doing this is important so leadership knows what went wrong and what went right.
- Joining a Patient and Family Council: Many health systems have these volunteer groups for patients and caregivers to join to share their experience and help the health system know how patient experience the medical center
- Talk to the charge nurse or hospital administrator about events that you or a family member might experience and what you would like to see improved.
- Many health systems have Patient Experience Departments that are in place for people (patients and caregivers) to voice complains without fear of retaliation or worsening of care
Doing any of these things can help improve your experience as well as the experience for other patients/families. The only way for problems to be addressed is to bring problems to those who can improve the process. That is our role as consumers of healthcare services.
If you have a best practice you would like to share where you addressed care that was good or bad, please email me at allewellyn5@bellsouth.net so I can include in the post.
Take a minute to review these two sites, as they will allow you to become more familiar with this topic.
US News and World Report: The Patient Wish List: http://health.usnews.com/health-news/patient-advice/articles/2015/10/15/the-patient-wish-list
Armstrong Institute for Patient Safety and Quality: http://www.hopkinsmedicine.org/armstrong_institute
Better HCAPS Scores Protect Revenue: http://healthleadersmedia.com/content/FIN-308413/Better-HCAHPS-Scores-Protect-Revenue
Have a good week!
Anne,
Hit the mark with tears from me! Such simple things that mean so much to patients.
Thanks so much for shedding much needed light!
Wow. What an eye-opening experience. To view this type of content via the patient's eyes and ears. I think that is a thing that all healthcare providers could benefit from trying from time-to-time. I love your blog and will continue to share your message with my following. Keep up the great work!
Thanks Donna…being a patient is not easy, but taking an active role and being part of the process helps.
Thanks Elizabeth…..