Professional Documents
Culture Documents
Customer Service Orientation For Nursing: Presented by Zakaria, SE, MM
Customer Service Orientation For Nursing: Presented by Zakaria, SE, MM
Emotional Support
Physical Comfort
Patient Preferences
Information and Education
Continuity and Transition
Involvement of Family and
Friends
Coordination of Care
Access to Care
Public Reporting
• Customer Service
Information to be made
available to the public
beginning in 2009
DISCHARGE INFORMATION
• During your hospital stay, did
hospital staff talk to you about
whether or not you would have the
help you needed when you left the
hospital? YES NO
• During your hospital stay, did you
get information in writing about what
symptoms or health problems to
look out for after you left the
hospital? YES No
HCAHPS Questions
PAIN MANAGEMENT
• During your hospital stay,
how often was your pain well-
controlled? Never, Sometimes, Usually,
ALWAYS
• During your hospital stay,
how often did hospital staff do
everything they could to help
you with your pain? Never,
Sometimes, Usually, ALWAYS
HCAHPS Questions
CLEALINESS
• During your hospital stay,
how often were your room
and bathroom kept clean?
Never, Sometimes, Usually, ALWAYS
QUIETNESS
• During your hospital stay,
how often was the area
around your room quiet at
night? Never, Sometimes, Usually,
ALWAYS
HCAHPS Questions
RATING OF THE HOSPITAL
• Using any number from 0 to 10
where 0 is the worst hospital
possible and 10 is the best hospital
possible, what number would you
use to rate this hospital?
0-8, 9-10
• Would you recommend this
hospital to your family and friends?
Definitely no, Probably no, Probably yes,
Definitely yes
Emergency Department
Rating
RATING OF THE HOSPITAL
• Overall, how would you rate the
care you received in the Emergency
Room? Poor, Fair, Good, Very Good,
Excellent
• Would you recommend this
emergency room to family and
friends?
• Yes definitely, Yes probably, No
Outpatient Rating
RATING OF THE HOSPITAL
• Overall, how would you rate this
visit? Poor, Fair, Good, Very Good,
Excellent
•Would you recommend this
outpatient service to your family
and friends?
Yes definitely, Yes probably, No
Impact of the Electronic Medical
Record (EMR) on Patient Satisfaction
EMR Benefits Patient Perceptions
Improved provider Patient may perceive a
access to patient data reduction in time delay
No wasting time to see physician and
looking for chart
obtaining test results
2 or more persons can
review chart at same
time
Pt’s chart can be
opened on any
hospital computer
Impact of EMRs on Patient
Satisfaction
EMR Benefits Patient Perceptions
Improved continuity of care Patients may experience
between healthcare higher levels of confidence
providers and trust in their healthcare
providers
Patients may perceive that
their healthcare providers
understood their condition
completely
Patients may perceive that
their healthcare providers
work well together
Impact of EMRs on Patient
Satisfaction
EMR Benefits Patient Perceptions
Increased patient safety Patients may rate our
Reduction in effort to provide safe
medication errors care at a higher level
Better medical
decision making
Impact of EMRs on Patient
Satisfaction
EMR Benefits Patient Perceptions
Improved quality of Patients will be more
healthcare likely to rate their
overall satisfaction with
a higher score
Patients will be more
likely to recommend the
facility to family and
friends
Impact of EMRs on Patient
Satisfaction
EMR Potential Pitfalls Patient Perceptions
Privacy issues Patients may
The data is only as experience anxieties or
good as the individual fears concerning who
entering it may have access to
their medical
information
Impact of EMRs on Patient
Satisfaction
EMR Potential Pitfalls Patient Perceptions
May encourage a focus Patients may perceive
on performing tasks that their healthcare
(data entry) rather than providers are not
on service listening carefully to
them
Avoiding the Pitfalls
Entering the Patient’s Room
Knock
Smile
Introduce yourself
Explain your role and the purpose of the
computer on wheels
Explain what you are going to do i.e. nursing
assessment, enter orders, update medication
list…
Avoiding the Pitfalls
Entering the Patient’s Room
Never refer to a
computer on wheels as
a “C.O.W.” Patients
may perceive that you
are calling them a
“Cow”
Reference the computer
on wheels as a
“W.O.W.” or wireless on
wheels.
Avoiding the Pitfalls
Place the computer as close to the patient as
possible
Sit rather than stand
The computer on wheels should not obstruct your
direct line of vision with the patient
Maintain eye contact with the patient. Look at the
computer screen only when necessary
Talk to your patient and not the computer
Avoiding the Pitfalls
When updating a patient’s medical history, avoid reading to the
patient, rather ask the patient to provide his medical history
Never assume that the information already present in the
database is correct. Always clarify with the patient/others as
needed.
Always use positive communication with patients
Unacceptable: “Mr Smith, it says here that you have HIV, Hepatitis
C, and a history of drug abuse. Do you have anything else to
add?”
Acceptable: “Mr Smith, would you share your medical history with
me so that I can update your medical information? Is there
anything else that you’d like to share?”
Avoiding the Pitfalls
Reassure the patient that his medical information is
protected and that providers will only have access to
the information they need to perform their role
While using the computer on wheels, make sure that
no one is standing behind you and reading the
patient’s information
If you must walk away from the computer, always log
off. Never leave patient information displayed on the
computer screen if you are not present
Always log off when you are finished utilizing the
“W.O.W”
Conclusion
Personal
interaction is the
most important
function in a high
TECH
environment.
No matter how
good a computer
is, it cannot
replace the
compassion and
caring of a
human.