In order to provide the highest quality care and service to our patients, we must recognize that they are also our customers. They have needs and expectations that extend beyond their clinical issues. It is our responsibility to understand what those needs and expectations are and to do our best to not only meet, but to exceed their expectations. It is also vital to recognize the role other "customer" groups (families, visitors, employees, physicians) play in achieving the UAMS Medical Center mission of providing "patient-centered, cost-effective care."
A major component of customer relations is providing patients and their families with a representative from Administration who can respond to concerns and problems. As stated in the Patient Bill of Rights and guided by Policy No. 1-17, patients have the right to express any grievances without fear of reprisal. To that end, Hospital Administration sponsors visitation teams primarily made up of administrators and managers. This proactive approach often gives us the opportunity to address concerns before they become problems.
In many cases, the basis for a complaint can be traced to communication. Should you be contacted by a visitation team member or by the physician liaison regarding a patient complaint, please be assured that their role is to facilitate resolution while balancing a patient’s rights with his/her responsibilities. Hospital Administration and the physician liaison also provide support for physicians and other staff. Should you have a situation you would like assistance with, do not hesitate to contact Administration at 296-1039.
PATIENT
SATISFACTION –
It’s More Than Just, "How was the food?"
As the health-care industry becomes more competitive and patients become more discriminating, increased emphasis is being placed on understanding patient satisfaction and evaluating providers’ ability to achieve high levels of patient satisfaction. UAMS Medical Center has joined with over 50 other university health systems in selecting the Picker Institute to conduct our patient satisfaction surveys. Picker surveys are built around dimensions of patient satisfaction that have been identified through rigorous academic research. For inpatients, seven dimensions of satisfaction have been identified. Following is a list of those dimensions and examples of the types of issues included in each dimension:
Þ Respect for patients’ values, preferences, and expressed needs
Having enough say about one’s treatment
Being treated with respect and dignity
People not talking in front of you as if you weren’t there
Þ Coordination of Care
How organized the hospital was
Wait time to go to room
Tests performed on time
Þ Information and Education
Getting understandable answers to important questions
Given explanations for delays
Getting enough information about condition and treatment
Þ Physical Comfort
Feeling that staff did everything they could to control pain
Appropriate call button response time
Þ Emotional Support
Having confidence and trust in the doctors/nurses
Doctors/nurses discussed your anxieties and fears about condition
Þ Involvement of Family and Friends
Having enough opportunity to talk to doctors
Getting enough information needed to help in patient’s recovery
Þ Continuity and Transition
Given clear explanations of purpose of medications
Told about side effects, danger signals, when to resume usual activities
UAMS Medical Center is constantly working to improve our level of patient satisfaction. How we communicate to our patients and their families plays a vital role in our success. These dimensions of patient-centered care can serve as guidelines for how we interact with patients and families and can mean the difference between a satisfied or dissatisfied customer.
Last modified: 03/21/06
