PATIENTSET#04: INTRODUCTION FOR NURSES

Course overview

Patient Satisfaction has emerged as one of the most important aspects of medical training in today's healthcare environment. Patients are not only demanding it, they are researching hospital and provider satisfaction ratings to make sure others have had a positive experience prior to seeking medical care themselves. Despite this high public demand and potential hospital revenue loss from poor patient satisfaction scores, we are doing a poor job of training our medical community how to successfully satisfy our patients. It is critical to implement best practices in patient satisfaction in order to prevent lawsuits, improve the satisfaction of both the patient and provider, and obtain the highest HCAHPS scores for CMS payments and patient satisfaction scores. In this activity, we provide a framework for nurses to deliver consistent, compassionate care to patients in a hospital setting. We explain why patient satisfaction techniques are critical in today's healthcare environment and introduce and describe the 10-Step Patient Satisfaction Checklist, a consistent, systematic approach to patient encounters that is organized into three stages of care. We provide right-way and wrong-way video examples of scenarios to demonstrate how the lack of good patient satisfaction skills leads to a poor outcome to help nurses understand how to communicate with patients and handle various patient scenarios. After completing this activity, practitioners should be able to: realize the importance of Patient Satisfaction in today’s healthcare environment; demonstrate the 3 stages of Best Practice Patient Satisfaction; apply the 10-Step Patient SET; checklist to your daily practice.