PATIENTSET #06: HEALTHCARE CUSTOMER SERVICE VIDEOS 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. We provide video examples of the right way and the wrong way to handle the patient experience, focusing on patients, families and their caregivers. After completing this activity, practitioners should be able to: identify at least three interventions that can initially improve the patient experience; list three essential aspects of communication that directly impact the patient experience; describe how reimbursement is tied to the patient's ratings of their healthcare experience; review three elements of the physical environment that may impact the patient experience; and list three components of telephone communications that shape the patient's or patient caregiver's perception of whether the nurse cares about them/their situation.