Post a thoughtful response to at least two (2) other colleagues’ initial postings. Responses to colleagues should be supportive and helpful (examples of an acceptable comment are: “This is interesting – in my practice, we treated or resolved (diagnosis or issue) with (x, y, z meds, theory, management principle) and according to the literature…” and add supportive reference. Avoid comments such as “I agree” or “good comment.”
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No matter where you work, customer service plays an important role. This is no different in healthcare, only we refer to this as patient experience. In this discussion, my organizations customer service/patient experience model will be discussed, as well as how well this model works, the customer service/patient experience model on my unit, how customer satisfaction is measured on the unit, and why customer service is now tied to reimbursement.
At Allegheny Health Network (AHN) there is a large focus on the patient experience. This is crucial to our daily operations, and has helped provide feedback about areas where we need to improve. At AHN we use surveys to improve and reflect upon the care we are giving for the patient experience model. This feedback allows us to look at where we need to improve and then work with management to implement these changes.
The model is based on the surveys that every patient receives when they are discharged from the hospital. This is then mailed back to our offices and reviewed for areas of improvement. This is effective in implementing change within the organization. One way this model has allowed us to better ourselves is by instituting quiet hours throughout the hospital. We have designated quiet hours from two to four in the afternoon and from seven pm to six am the following morning. This has given our patients time to rest and more importantly, heal (Allegheny Health Network, 2018). Another way that this has help our hospital to improve is by giving us insight to how we are doing with the current nursing shortage. This is an issue that is happening nationwide, and very few places are not affected by it. With these surveys we have been able to use recruitment to help boost our numbers where we needed nurses (Huber, 2014). The unit in which I work on does the exact same thing when we are given the scores as the hospital does, and we often work together with them to rectify any issues that may affect obstetrics.
Patient satisfaction is so entrenched in how we are reimbursed, resulting in millions of dollars either gained or lost from organizations like Medicare and Medicaid (Irvin, 2015). This is due to insurances not wanting to reimburse for poor quality, or perceived quality, of care.
In conclusion, it is important to ensure that as nurses we are providing the best patient experience possible so that we not only know we did the best we could, but we can also help ensure that the hospital is aware as well.
Huber, D.L. (2014). Leadership and nursing care management. 5th ed. St Louis, MO: Elsevier.
Allegheny Health Network. (2018). Taken from: https://www.ahn.org/
Twedt, S. (2015). Quoting B. Irvin in Hospitals aim to increase focus on patient experience. The Pittsburgh Post-Gazette. Taken from: http://www.post-gazette.com/business/healthcare-bu…
For the purpose of this post there will be a look into one organizations’ customer service/patient experience model. This model will be talked about furthermore in this post but to describe the type of model that is used to attempt to accomplish a positive experience for each patient admitted to this hospital. The mission statement for OhioHealth appears to be the center for the customer service models that are in use. The values, vision and mission of an organization are the cornerstone of it (Huber, 2014) and help to create the core of the customer service for that organization.
Customer service and the patient experience is a large part of any organization that involves health care. There are measures in place to acknowledge that care has been given to each and every patient and if it hasn’t been given properly than our management team will find out. This is accomplished through daily rounds done by our management team as well as clinical leaders that ask each patient about their experience with the care that they have been given by staff members. Along with these rounds there are also other opportunities for patients to acknowledge the care that they’ve been given with a form that can be filled out termed “power of one” which helps commemorate the care that was given to a patient by a staff member.
The customer service models used within our network are revolved around patient satisfaction and safety. One example of part of this model is intentional rounding which helps to decrease the rate of patient falls by having staff members purposely check on patients to anticipate their needs (Hanrahan, 2018). This has shown to be effective through a decrease in falls in all units which can be tracked through audits that are conducted routinely. Another example that has proven the effectiveness of this method is the feedback from patients, as previously discussed, when management members round to check on how patients stays are going. During this process our management team is better able to assess the level of care and customer service that patients are being given. With both of these methods all staff members can have a better understanding of the level of care that are being given to the patients and ensure that safe care is provided to patients. Along with both of those measures if there is an indication of lack of participation that result in negative reviews from patients than it is addressed directly with staff members, from having it broadly discussed during huddle or one on one with the management member and the staff member, it is discussed and looked into further if there is concern such as having a high rate of falls within a unit.
In addition to the focus on customer service and the patient experience being discussed in words another way to take a closer look at it is money. Finances on a unit can be directly affected by the care that is provided to the patient. One example on our unit is decreasing the rate of central line infections by ensuring that dressings are changed routinely, and hygiene is provided properly to each patient. Money can be saved by decreasing the cost on the hospital to having to pay back cost related to infections, falls, etc., which can be provided by providing proper care to each patient (Goetz, Janney & Ramsey, 2011). Customer service and patient care are mutually exclusive and part of ensuring that both can be continued to be done by an organization there must be finances coming in which can come in part by reimbursement processes.
As discussed throughout these paragraphs providing patient care and excellent customer service along with it help to keep many health care organizations open. In this day and age many companies compete for business and health care companies from hospitals to urgent cares and medical offices are part of that. Providing care to patients and having their feedback resonate to their loved ones and friends help to keep that company running. From rounding routinely to patients and taking that time to ensure that their care is being properly provided, customer service can be well provided to each patient.
Goetz, K., Janney, M., & Ramsey, K. (2011). When Nursing Takes Ownership of Financial Outcomes: Achieving Exceptional Financial Performance Through Leadership, Strategy, and Execution. Nursing Economic$, 29(4), 173-182.
Hanrahan, M. (2018, January 9). Intentional Rounding. Retrieved from https://ohesource.ohiohealth.com/departments/cs/_l… c=/departments/cs/Training and Development/Intentional Rounding/Intentional_Rounding_Associate_Training.pptx&action=default
Huber, D. (2014). Leadership and nursing care management. 5th edition. St. Louis, Missouri:Saunders.