Thursday, November 30, 2017

Explain (to the fourth)

Part 4 of 7: Explain (to the fourth)

7 Ways to Improve Patient Satisfaction

Usually it's not enough to explain things one time—especially in senior care. To ensure adequate communication, we need to explain what we are going to do, what we are doing, what we did and what to expect once the care provider has left.

It may sound like overkill, but if done correctly, it can make a huge difference in a patient's experience. Without sufficient explanation, patients can feel insecure, scared, or uncomfortable. Here's a patient's experience with not being told enough:

“There was one thing that concerned me. They had to do an inspection to see if I had bedsores or anything. That really bothered me because there were about five of them in there. They were looking all over my body and didn't explain anything.”

In this person's situation, the employees did not explain what was going to happen and it created a negative customer experience.

Here's a similar situation that was handled differently and produced a much more positive outcome:

"I have a wound on my backside that just won't heal. The nurse came over today to check on it. I was feeling apprehensive before she came over because it's kind of embarrassing to have a wound there. However, the way she handled it was so nice! When she arrived, she walked me through how she was going to clean the wound. Then as she cleaned it, she told me what she was doing. I knew what to expect as she cleaned it because she had told me beforehand. It took away a lot of my fear. When she was done, she said that it looked like my wound was improving based off the notes from my doctor. Before she left, she explained what I should do until she comes back. I'm so glad she's my nurse!"

Instead of looking at explaining to the fourth as repeating yourself four times, see it as an opportunity to journey with the patient through an experience.

Please share in the comments below an experience of not explaining or explaining to the fourth.

For more ways to improve patient satisfaction, visit part 5: Exceed Expectations.

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