Insightful Quote Of The Day: Seeking Our Resident's Perspective

Here are some insightful comments from this past week from our First Impression and Customer Satisfaction interviews. They don't need a whole lot of intro, other than each one gives greater insight into the experience our patients and residents are having. Each quote is from a separate individual:


 "I was in bed one night. I woke up and looked around, and there was a guy sitting in my chair drinking my pop. I called the nurses, and it took them a while to respond.  That man that was in my room could have been an ax killer."


"They made a big mistake and over exercised me. I'm ninety-two years old. They shouldn't have tried to get me back like I was at eighty-eight or eighty-nine."


"I (female) didn't like sharing the toilet with two men on the other side."


"I complained about one of the aides in morning care. All they did was ship her to the other side. They must not care what kind of care she is giving."


"They told me he was going home in one week, and it finally happened three weeks later. The communication was not very good."


Awareness of other's perspective is often the first step towards better care.


Stan Magleby
www.pinnacleqi.com