We’re all expected to get great patient satisfaction scores in addition to providing excellent care. No one does this more consistently than Ed Ward (click for his scores). So, we talked and he let me know what he does to get great scores. Not only are his scores good, but he also gets more surveys submitted.
This is an open-book heavily-weighted test and you know the questions already. So why not play to these questions and get a good grade? Doe these things every time.
- Overall doctor’s score: give them your card and let them complain to you instead of someone else
- Doctor was courteous: introduce yourself to everyone, shake hands
- Concern for comfort: keep asking them if they are comfortable
- Informed about treatment: tell them about delays, explain results to them, put your Cisco phone number on the board
- Took time to listen: sit down on the bed or available chair
One more thing I read which may help is explaining what every maneuver you do is for and how it affects your thinking. For example, when checking for meningeal signs tell the patient “the fact that your neck bends like this really reassures me that you don’t have meningitis” or “pain in this part of your belly makes me worry about appendicitis.” Patients like knowing what’s going on.
Feel free to put questions and comments below.
Here’s a great chapter on Service Recovery in the ED (Complaint Management)